TCF doesn't apply here

Once again the complete lack of service from CellC's call centre management is astonishing!!

I called in on the 17th of August around 4pm to query my Connecta contract and why I cannot make use of my anytime data. The 1st agent advised me that the sim needs to be used in a router and cannot be used in any other device.

I took this contract out months ago and at the time of the sale, the agent (Keegan) confirmed that the sim can be used on ANY device. I have been paying for months for data that I have been unable to use!!! This is the reason I want to cancel this package. I was then transferred to the cancellations department where the lady told me that she can cancel my contract but there was a fee to be paid. When I was sold this contract, it was sold as a month to month sim only package and Keegan confirmed more than once (as this was a huge concern for me) that I could cancel at anytime with NO PENALTY FEES. It is a sim card only afterall, there is no device attached. She went on to tell me that the T's and C's were changed in February and notification was sent to the affected clients. I RECEIVED NO SUCH NOTIFICATION. She was unable to send me the confirmation of the notification being sent to me and said a manager will do so.

I asked to speak to a manager on duty and was told NO, it is not possible to speak to a manager. PLEASE TELL ME HOW IS IT POSSIBLE TO NOT HAVE A MANAGER/SUPERVISOR THAT TAKES CALLS IN A CALL CENTRE? This is not the first time I was refused being transferred to someone senior. After much debate, she advised a manager would call me before EOB the same day, which was confirm to be before 6pm, 17 August 2022. The manager by the name of Dineo Selebi was supposed to call me. I still have not received a phone call, email, sms, ***eon, snail mail, crow.........0 ATTEMPTS TO CONTACT ME HAVE BEEN MADE!!! This is not the first time I have been told a manager would call me and nothing happened!!

1. I was promised that I would get an email from Keegan after we ended the call with all his details and the package....nothing was ever received. So I ultimately do not have the initial contract to view the T's & C's, what I accepted on the call is my binding contract. 2. I never received any notification of updated T's and C's to my contract.

I cannot begin to explain the frustration I am feeling as I am having to send this lengthy email just because I cannot speak to anyone who can help!!! A month and a half later and still no feedback from them despite multiple emails and phone calls. No-one can do anything!!!!!

Surely this is not treating the customer fairly?