Misinformation by consultants

I've been a Cell C customer for more than a decade now, but was very disappointed with the treatment I've received recently! On the 10th of May 2022, I called in to request that they load me monthly voice bundles as I always do but this time asked for ON -net minutes. The consultant took me through the process & told me she has successfully loaded my monthly voice bundles as requested & an sms confirmed that.

To my surprise, when I checked my balance I noticed that the minutes loaded are expiring in 14 days & not in 30 days! I called Cell C customer care to get more clarity & the lady who assisted me said she doesn't understand why the system say the minutes are expiring in 14 days instead of 30 days & will escalate the matter! The matter was escalated & I received a call last week Friday for feedback. I was told that I should relax & worry not as my minutes will expire in 30 days! I asked the lady how sure she was as the system says 14 days wich was on the 24th of May! She insisted that she's giving me her word! To my surprise, when I woke up on the 24th, all my minutes were gone! Meaning I've lost more than 500 minutes after I was assured to relax!

I called the Customer care again to let them know that the minutes I was assured that they'll be expiring in 30 days are all gone! Only this time that the other lady decides to tell me that the consultant who loaded the minutes made a mistake as the On net minutes only last for maximum of 14 days! I was very disappointed at this & the issue was escalated again. I then receive a call again from the relevant people & was told that the has been a mistake with the person who loaded the minutes as the minutes expire in 14 days! What I didn't like was through the conversation, I was made to feel like I just need to accept that I've lost more than 500 minutes of which I'll be billed for in my next bill as there's nothing they can do from their side! I told the lady I'm not satisfied with the feedback & she told me she can escalate the matter if I want but I must just be warned that the outcome can be both ways!

I'm still waiting for the feedback! So while waiting for the feedback, I decided to call the Customer care again today to try & purchase On net minutes again! This time I tried to make sure that the consultant clearly understands what I was looking for! Guess what, the consultant by the name of Mxolisi confirms that I've purchased On net minutes that will expire in 30 days! Only this time I've purchased 240 minutes instead of 900 minutes as I was just testing! The minutes were loaded successfully & out of curiosity I decided to check my balance. To my surprise, the minutes expire in 7 days & not in 30 days as the consultant has explained!

This is no fair at all! Now I have to suffer because of being misinformed by people we rely on for best service & advice!