Official Complaint: Unresolved SIM Swap & Inadequate Support on 07/02

To Whom It May Concern, I am writing to formally lodge a complaint regarding the unacceptable service I experienced with CELL C, both through your customer care line and in-store. On 07/02 and 06/02 , I attempted to perform a SIM swap by contacting your customer care team. I was informed that this process could only be completed in-store. Following this instruction, I visited the CELL C Wonder park store, where I was assisted—though more accurately, dismissed—by a staff member named Tiny. Her conduct was extremely rude, and she showed no willingness to understand or resolve my issue. Despite following the guidance provided by customer care, I left the store without any assistance. When I contacted customer care again after this, I was informed that my number is no longer recognized as a CELL C number. This is highly concerning, as it indicates that CELL C does not maintain proper customer records or database integrity to safeguard its customers’ information. This lack of accountability and support is completely unacceptable. Prepaid customers deserve the same level of respect and service as any other client. The absence of a reliable system to track customer numbers, combined with the dismissive attitude of your staff, reflects a disregard for customer satisfaction. Furthermore, the complete failure to resolve the issue—or even provide a path forward—has left me without a working phone. This experience has caused me to lose trust in CELL C’s ability to provide even the most basic level of support. As a result, I have decided to move to Capitec, as I now have more confidence in my bank than in your network services. I urge CELL C to reevaluate how it treats its customers, especially those who have remained loyal to the brand. A proper database system, along with respectful and knowledgeable staff, is essential to maintaining trust. Sending customers in circles without offering solutions is inefficient, frustrating, and damaging to your reputation. I expect a formal response to this complaint and a clear explanation of how CELL C intends to address these issues.