New contracts.

My S23 ultra broke and I app**** for a new contract on the 22 Jan 2026 for a Samsung S25 Ultra 512GB silver. I Explained to the sales agent that because of the industry I work in I need a phone with bigger space. He understood and said no problem I will have the device later that week. The phone arrived on the 26 Jan 2026 and it was a 256GB and black. I called the agent back to notify him of the mistake he said that courier will come to fetch it I should make sure that the Sim card and device are together.

On the 2 Feb 2026 Ram couriers came to fetch the device without any documents and then they got into their bakkie and left. They came back 4 Feb 2026 with documents finally my device has been collected and I should get the new device by Friday 6 Feb 2026 as advised by the sale agent.

On the 5 Feb 2026 I was informed by the sale agent that there is no stock of the 512GB at their wearhouse. I asked when will the stock arrive and he could give me a straight answer. Going back and forth day by day the agent gave me his whatsapp number rather than calling into the call center. I called again anyway being frustrated that i didnt not receive the new device and the sales manager that I spoke to said I should change the device or cancel my contract and I should go check at the closest cell c store for the device I wanted. I was also informed by him that this is not the first customer this has happened to. I called Vodacom, Mtn, cell c stores, telkom and Samsung and was informed that there is no 512GB in the country and there is no delivery coming to SA. As my desperation to needing a device was increasing due to the reason I took out this contract.

I message the agent and had to settle for the 256gb and not even the colour that I wanted. The device arrived on 12 Feb 2026 without a Sim card. The agent then advised me to buy a Sim card and he will do the Sim swap. He then messaged me and told me to put the Sim into the device it should be activated. Today is the 13 Feb 2026 and the Sim is not activated. I need to insure the device and without a active Sim to the new contract you can not insure the device.

Further more according to the billing department I will be billed from the 26 Jan 2026 even though I only received the device 12 Feb 2026. I have taken out 5 devices with Cell C previously and never had I had this appalling service. I'm really disappointed in with the way the situation was dealt with by the agent, supervisor and manger.

The reason I did not mention names is I don't want people to lose their jobs. However in my opinion Cell C needs to train or assist the people that the work is outsourced to.