Poor after sales customer service

Poor after sales customer care.

The lady that looks after my son agreed to a cellphone contract over the phone and the phone was delivered on the 4th of July 2025. On Sat the 9th of August 2025 the phone froze and refuses to do anything. This phone has not been damaged in any manner, not even water damage. We called the call centre and they said we have to call on Monday and book it in for repairs which I then opted to go to Mall of Africa and the sales person said if it was within 7 days she could book it in for repairs but now we have to book it in for repairs at MM All Electronics in rosebank on our account. I than asked what would then happen once it is found that the issue is inherent in the phone and not as a result of any damage, she said he doen't know. This phone is hardly a month old

How can whole Cell C not have mechanism to ensure compliance with the national consumer act. Between the call center and the branch, no one is standing up to see what the issue is and how it can be fixed

The decision to either repair, replace or refund sits with the customer as per the national consumer act, of which none f these options were offered