Products not working as promised, and untrained call centre staff

Cell C launched a new movie platform called 'black'. Earlier this week I posted because the website and app wasn'the working. It worked yesterday, but is not working again today. But that is the least of my complaints.

When I couldn't get into the website or app earlier this week, I called Cell C customer care, because I couldn'the get black'screen contact info. I explained to the lady that the website and app wasn'the working. After putting me on hold for 12 min, she said she would send me settings to enable the app to work. When I got the message, it merely said that I could access the Web page via www.black.co. za, or download the app from Google play and use the Ask Sid button for trouble shooting - after I told her neither was working... That is just poor service.

So yesterday and this morning the app worked. I watched a movie last night with no problems. This morning I started watching another one - 10 minutes in it stopped, as well as the app. Sidenote: for the month of December, everytime one recharges on Cell C, you get free bonus data to use exclusively on Black. That is the only reason I tried the app. Last night I had more than 3 gig of black data on my phone.

This morning when the movie stopped playing and the app shut down, I discovered that all my paid for data was gone! And the black promo data was still just sitting there. Having no more data, I couldn'the use the black troubleshoot, so I called Cell C customer care. Because it is their product. The lady (a different one) suggested I use the black troubleshout on the app... I repeated that I couldn't, because the app had already used up all my data. So sheven put me on hold... Came back and said I must use the black troubleshout on the app... I just hung up, because she obviously had no idea how to help me. Once again: poor service.

This is my problem: Cell C gave me all this promotional air time to use on black. Only, when I used the app, it used my other data instead. That is nearly 400MB data I paid for, plus the 200MB normal bonus data one always gets when recharging. I want that refunded. The special black data the app was supposed to use, didn't get used. I want to be able to finish watching the movie I paid for, without losing my data I paid for, and then I want my black subscription cancelled. And Cell C can stop sending me Black promo data, because it obviously just isn'the working.