Pathetic Service

Maybe my request would be attended to more effectively, but why do we need to escalate to other platforms to receive great customer service.

Iv been to patient for way to long. I requested for a new line on my contract profile. I was given a refurbished device I was not even advised by the consultant. I requested for a return or cooling off process with in the 7days return policy. However it's nearly 1 month and I still have the device in the package awaiting collection nd I keep calling and getting the run around. I was told the previous request was canceled and not information on why and if hadn't contacted cellc I wouldn't have know I would be still awaiting a courier service. Now I must do another request like it's my fault and communication now states will be collected by RAM and taken to Cellc SP Repair Center when confirming that type of communication the agent has the nerve to drop the call on me and even yesterday when I called another agent done the same.

So is a customer not allowed to be frustrated with the service received because agents are behind the phone to drop the line instead of assisting the customer to the best resolution.