Poor customer services, Query not resolved as yet third month of attempting this. !

Good day To whom it may concern.

This is with a sad heart that I need to lodge this complaint. As a loyal customer of Cell C for more than 5 years, I have never received services like this. From arguments in the shop Cell, C Galleria to Hello Peter.com and still the issue has not yet been resolved.

On the 25th of February 2023, we went to the Cell C store in Galleria where we were assisted by the Manager Adhiel, we told him about our situation where we informed him that we would like to take out a double deal instead of taking two separate deals. He confirmed and assisted us. On that specific day, they did not have two phones available and informed us to come back the following day where he will have two phones for us.

His store assistant Tyron assisted me to downgrade my contract number ***as my contract only expires in August 2023 but they will assist me to lower my package so that I do not need to pay the full amount.

On the 1st of March 2023, I have been debited R226.00 I still have sent Tyron a personal message asking why the amount is lower, so he informed me that it was a pro-rata charge.

On the 29th of April 2023, I have been debited R474.84 I phoned the customer care line the night my debit order went off the lady informed me that she won't be able to assist me as the account has not yet been updated. So I went to the store the following day and they advised me of the same, and that they will only be able to assist me the Tuesday due to Monday being a public holiday. I was here also assisted by Adhiel. He confirmed with me that he will provide me with feedback on Tuesday at 09:00 am as he will arrange for ( the second pro-rata to be paid back to me ) AS PER ADHIEL THIS REFUND WAS DONE OUT OF HIS POCKET AND NOT DIRECTLY FROM CELL C. until today the 2nd of June 2023 I have still not received this call, Wow great client services! I only spoke to him once Helo Peter got involved and still, he wants to tell me that he has been off work due to personal matters. Then you get your assistant manager to inform your client. Long story short, after dealing with Cell C customer service, I lodge a complaint on Hello Peter where my message was answered. I and my husband asked that they need to change the Bundle deal to 2 separate deals because I can not pay over R800.00 a month for phones, this is the reason why we asked that they need to lower the package to 074 840 231 and that we will cancel this contract at the end of August once it expires. As per Adhiel, I have changed my package and then change it back to a 2GB bundle deal, why would I do that if I have asked his assistant Tyron to change my account to a sim deal only, never was I informed that my package has been switched to a 2GB bundle deal again. IT IS EASY TO BLAME THE CUSTOMER AS THERE IS NO RECORD OF WHAT WAS SAID I requested the regional manager's number and Tyron advised me that he will follow up and get back to me, The other person told me that they do not have a regional manager as they are a franchise. Either way, a regional manager is needed in a store like this. Even MTN has a regional manager.

On the 31st of May 2023, I have been debited R359.00 I have been in contact with the Cell C store in Galleria directly where I have contacted them more than 9 times with no answer, where I personally message Tyron again asking him to provide me with a contact number for the store as I couldn't get through. I informed him shortly of my queries and he advised that Adhiel is attending a manager meeting and will be back at 15H00 as he is not at work today and will only be back today the 2nd. I phoned again and get to speak to the assistant manager who informed me that Adhiel has been informed about my query and that she will personally get back to me today the 2nd of June 2023, before 12:00 pm. As she needs to speak to Tyron and Adhiel as they were the ones assisting me with the upgrade. No call has been returned up to 13:52 pm So again I was the one who phoned in twice this morning and my calls have not been answered. I got a return back, stating you were trying to call from Adhiel.No apology or neither Hello. He advised me that my account has been set to a Pinnacle 2GB contract and that I have asked them to change it back to this deal. I did not. Once again why will I do that if I want to pay less? This is the third-month ongoing situation on my account. He also advised that they did request my account to be downgraded. When I phoned the Cell C customer 084 135 number a lady assisted me to downgrade my account to a 1GB so if my account was already been downgraded why could she downgrade again? I urgently need assistance and as a client that has been loyal, I can provide you with my reference numbers and Helo Peter screenshots.

I have asked on numerous occasions that they need to cancel this bundle deal, as I feel as a loyal customer of Cell C for the past 6 years I never experience this service. The previous assistance went over and above to assist me in my needs as a client.

I will no longer deal with CELL C Galleria!

I demand to be contacted by a regional manager and I will still demand to cancel my contract and I will not pay any outstanding fees! This is my last deal with CELL C.

You are welcome to contact my Husband Ruan on *** to confirm the above.

Kind regards