Poor customer service

We completed the upgrade process online on 5 May after being assured that the device would be delivered within 3–7 working days. We honoured our side of the agreement and now expect Cell C to honour the promises and commitments made to us.

It has now been 17 days later, and instead of resolving the matter, we are being told to cancel the existing upgrade and repeat the entire process in-store because other customers received the device first. This is completely unacceptable.

We will not cancel the current upgrade or redo the process. The upgrade was already successfully completed online, and any stock allocation or internal processing issues are the responsibility of Cell C to resolve.

Cell C should fulfil the agreement made with us by either:

• sourcing the device directly from a store, or
• prioritising and processing the outstanding order immediately for delivery.

Advertising a 3–7 working day turnaround and then failing to deliver, while asking customers to restart the process, reflects very poor customer service and misleading business practices. We request urgent intervention and immediate confirmation of when the phone will be delivered.