Poor Customer service

Sent this email on 28 July 2021

During my visit to the Hillcrest Branch on 28/ 29 June 2021 regarding my elegibility for upgrade. The Gentle who attended to me advised me incorrectly with regards to my account and the router. I was unhappy and went back the next day to return the router and cancel the contract and was advised to contact the call centre which I did on the 29th of June. The agent advised that the contract was reversed and issued me with a case no. ‪***‬. I asked about the router and she said when the upgrade is done the router will be fetched. I called the call centre on 26th regarding the upgrade and she advised me of the package to take The agents name was Tebogo. I indicated that I will research the phones and data and revert back to her. Currently I have 4 contracts with cell c the total value of which is R676 pm. However this month a paid R873. When I queried that with her she was clearly confused. It seemed that they had went ahead and migrated my number despite the reversal. She said she will try and sort it out. Yesterday 28 July Tebogo advised that she could not process the upgrade contract regarding the data because I had to personally return the router to the Hillcrest Branch I then went to the Hillcrest Branch The lady at the counter tried to assist me. She said that I had so many changes made to my contract. I was confused. The first agent who assisted me with the upgrade for the router was there. I validated that he advised me that I will only be paying pro-rata charges of approximately R50 and my payment each month thereafter would be R583 The lady advised me that the router was not returnable. As a customer I was highly confused. They were blaming the call center for the mess up. As a customer cell c is a brand to me. It seems that each one is blaming the other and I as the customer is being pushed from pillow to post with no resolution. Please investigate and revert back to me. I will only consider an upgrade and to retain my contract once all this mess is sorted out if not when my contract comes to an end I will terminate my contract and look at alternatives Extremely disappointed with all the confusion and poor service. There is no consistency and congruency between your call center and the Branch. Regards Renuka Narain ‪***‬ ID ‪***‬ Sent from my Huawei phone Agent @Hillcrest Branch gave me an incorrect email