Pathetic customer service

I have been a customer with Cellc since 2012. My contract was due for an upgrade in August 2020. I went to the store & was told the upgrade had been declined, I need to call customer service. I did that & after almost 2 weeks, I was told that my account would be updated & to try again.

On the 27/11, I went back to the store to try upgrading again & was told that yet again, it had been declined. I waited for over an hour for the consultant to try get a proper answer from the customer service centre as to why it keeps happening & again, no joy from that pathetic excuse of a call centre you have. I was told to call them personally and find out why. On top of that, your customer service agents in the retentions department are rude as hell and don't even bother getting back to you after making promises of getting feedback when I tried to cancel.

So basically, when I tried to stay with you guys, I can't do my upgrade but when I try leave, I get empty promises that it will be rectified.

What a disappointment after being a customer for so many years. Really pathetic and extremely frustrating to have to deal with any department of cellc