The service provider with the most disgusting service and consultants who shows NO EMPATHY or WILLINGNESS TO ASSIST

Cell C does not even deserve a 1 star rating • My line was suspended due to non-payment • 24 April 2023 (Attached first email) – I called in and requested for a statement reflecting my outstanding payment due – the consultant emailed the statement to me and advised that payment be made to the banking details on the statement – The agent did not AT all advise me that my account has been handed over • 02 May 2023 I made an immediate payment of R2500 to the banking details reflecting on the statement as advised by the consultant who emailed the statement to me ,I then called to your call center whereby the agent told me my line is permanently deactivated, placed me on hold for 19 WHOLE minutes and dropped the line – I did not bother calling back another follow up email was send again just no feedback – just an automated response • 03 May 2023 – another email was send from my side – and again – no assistance, no proper feedback, no call from any consultant – just an automated response that a consultant will call me – however NO feedback what so ever • 03 May 2023 – I send another follow up email – AGAIN – NO proper feedback – just automated responses • 03 May 2023 - Called in at 12:35 – spoke to a consultant name Tsepiso – She advised that my inquiry is going to be escalated to the credit control department and there after my line will be reactivated. (Thereafter no feedback received – in my 4th attachment I have send another follow up email advising that if a consultant calls me back, to kindly contact me on my landline number) • 03 May 2023 – I send another email ,all I received was an automated response • 04 May 2023 – 8th attachment – send an email regarding a follow up from the conversation I had with Tsepiso – who advised that once payment reflects my line will be re-instated, to date. Still nothing • 04 May 2023 – Called in to follow up – got told by the consultant that the incorrect reference was used when I made payment -9th attachment and that I needed to visit a cell c store with my ID to reactivate my line – Not sure why different stories are being giving to me – NO PROPER RESOLUTION EVERY TIME I CALL IN – Consultants does not display ANY willingness to assist • 05 May 2023 – 10th attachment – I send another email asking for confirmation that the payment is reflecting – and for clarity on how I can resolve the matter of re-instating my line as every time I call in the different consultants gives me different stories (AS PER THE ABOVE FEEDBACK – ONE AGENT TOLD ME THAT ONCE PAYMENT REFLECTS, THE LINE WILL BE RE-INSTATED, THE AGENT THEREAFTER TOLD ME I WOULD NEED TO VISIT A CELL C BRANCH) this is why on the 05 I send an email for clarity – Another automated response received that my complaint has been received and I will get feedback within 72 hours – NO FEEDBACK • 08 May 2023 – called in to the collections department as per the contact number provided on the attached email (attachment 11) -contact number: *** – called in and spoke to Nomonde in the collections team – who advised that the Person dealing with my account has KNOCKED off already – which in all fairness is absolutely NOT my problem – so does this go to say if the allocated consultant has knocked off – no one else can assist? This was my argument with Nomonde – who then advised me to ‘hold’ without actually putting me on hold, rather sounded like she just left her headset on the desk – as I could hear other consultants in the background – extremely unprofessional as I was not even acknowledged – this went on for approximately 9-10 minutes before Nomonde returned to my call – did not even Thank me for holding – Nomonde then proceeded to take my details and advised that she will escalate this to the manager to call me back – I ONCE again on the call REITERATED that a call back please be facilitated on my landline as my line is suspended – as per the 12th attachment – I followed up once again with an email) - • 09 May 2023 – I received an email from Karabo also in collections that they tried calling me however my line remains unanswered – with regard to this which line are they trying to contact me on as mentioned previously to the agents I spoke to telephonically that my line is suspended and on the written email communication – attachment 13 – my follow up email • 09 May 2023 – called in at 10:31 on the collections contact number: provided on the email: *** – spoke to Nomonde again – the same consultant who promised a call back – Nomonde confirmed that the payment is reflecting and that I used the incorrect reference – Nomonde then advised that she is able to reactivate my line or put me through to client services to reactivate my line – she then transferred me through to the client services department – didn’t get the agents name who advised that she is unable to assist reactivating my line and that I would need to contact the credit bureau directly as my account has been handed over – she provided me with the contact number *** – My frustration in this regard is why am I being transferred from pillar to post – whereby I am not getting any assistance and whereby I keep asking WHAT IS THE WAY FORWARD and HOWS CAN I RESOLVE THIS? • 09 May 2023 – Called the collections contact number again – spoke to Nokuthula who said she does not see any payment – I then advised that a few minutes ago I spoke to Nomonde who confirmed that the payment is reflecting – Nokuthula then transferred me to Nomonde who then advised that she will escalate to her manager and she will provide feedback to me once she receives proper feedback on her side) – follow up email attached (Last attachment)

• Why when I called in initially for a statement could the agent not tell me that my account was already handed over, why did the agent not advise me that payment needed to be made directly to the credit bureau? That way I would have made the payment directly - PAYMENT OF R2500 WAS MADE TO THE BANKING DETAILS ON THE STATEMENT ON THE 02 MAY 2023 AS INSTRUCTED BY THE AGENT WHO EMAILED THE STATEMENT TO ME • Why was no communication sent to me that my account was handed over? If communication was send – it would have been on my cell phone number which is suspended, of which I would’ve been unable to see – a follow up email should have been sent to me regarding this • Your consultants being extremely unhelpful – does not display any willingness to assist – does not provide me with any assistance, even though I asked time and time again what the way forward was • Cell C is my service provider – however you guys claim to have called me back – surely you as my service provider is able to see that my number is not active – no calls was received on my landline as previous telephonic and email communication • Why promise me a call back – however no call back was facilitated – your consultants over promise and under deliver. • I made the payment on the 25/05/2023 OF R2500– why is it taking THIS long for me to resolve my line being re-instated – yes a few agents advised that’s its been permanently deleted – but my question is okay – WHAT IS THE WAY FORWARD, WHAT DO I DO - and all I get told is that it will be escalated – one week later – to no resolution.

Please advise on a way forward – I have attached all trails of communication in this regard and I am now at my wits end as I DO not know what to do going forward. Who do I contact, who do I email to get this resolved – since your consultants seems to be doing absolutely nothing about this.