Unresolved query!!! terrible customer service

Dear Cell C I am back on Hellopeter logging my second complaint pleading for someone at Cell C to urgently assist regarding case ref number ********** ********** 70. I have been trying to resolve my query with Cell C helpdesk since October 2018, finally, after logging the first complaint on the 07/01/19 on Hellopeter I was contacted by a consultant/agent, Moses Mo***eng. I spent over 30 minutes explaining the query to him, he assured me that he would be able to assist me as long as I could send him proof of statements. I requested for him to send me his email address so I could forward the relevant statements, he told me that he would SMS me his email address. However, several days went by I did not receive any SMS or any contact from Moses Mo***eng. Therefore, I then contacted the helpdesk and requested them to transfer me through to Moses since he was now directly handling my query. The helpdesk agent advised that there are no contact details for that department, and they could escalate for him to call me. I gave helpdesk the opportunity to do so, but with no luck Moses did not call me back. I followed up with the helpdesk, who then transferred me to their team leader/manager Michael Makhubela. I explained my query to him and was told the exact same thing, that he would not be able transfer me Moses Mo***eng instead he would also escalate for Moses to return my call. Several days went by and I did not receive any feedback. After several attempts of contacting the helpdesk to speak Michael Makhubela who was not available and did not return my calls, I finally spoke to him. I requested Michael Makhubela to give me Moses Mo***eng email address so I could contact him directly. Michael initially refused to give the email. Due to me being frustrated, angry and upset I was adamant and refused to put the phone down till I was given Moses the email information. Michael, thereafter, contacted the relevant department and procedure to assist me by giving me Moses Mo***eng’s email address. On the 28/01/19 I sent an email to Moses Mo***eng with the information he requested. Moses then rep**** indicating that the query had been resolved. However, my query has not been resolved. I sent numerous requests to Moses Mo***eng to call me back so I can explain the query. However, he refuses to call me back and since then have not got any feedback regarding the emails I sent. I think he does not understand the query, and would I like to be contacted urgently by a different consultant/agent who will be able to assist. Furthermore, I do not understand the role of Cell C helpdesk, since they are unable to assist and can only escalate queries. What is more frustrating is that you can not speak directly to a consultant handling your query and must keep calling the helpdesk which is not “helpful”. Cell C does not have a proper procedure to deal with queries. I have spent a lot of time an energy to try and get my query resolved and now extremely frustrated.

Kirshlin Mogany