Upgrade ****

On 28/11/2025 I was contacted by Lerato Ntlhola at Cell C and advised that I am eligible for an upgrade on my contract. I asked which phones are available and she advised that there is a Samsung A56 available, and included in the upgrade, I would receive a smart watch and Samsung ear buds. I agreed to the upgrade and she advised that once the phone was delivered to me, she would contact me for the IMEI No., and then the accessories would be delivered.

The phone was delivered on 08/12/2025. I waited a few days for Lerato to contact me, which she never did. I then started calling the Cell C customer care, and I after being passed from one extension to another, was advised by another agent that they would log the matter, and arrange the necessary.

I waited again, and no feedback.

I then contacted the customer care again, and was sent an SMS confirming how I should go about claiming the items. I was having trouble doing it so once again, I contacted customer care. An agent called me back and advised how to go about claiming for the items on an app on my phone.

I tried to claim for the items on the app, however, I was only able to submit a claim for the ear buds (which was subsequently declined as per the attached emails). I contacted Samsung and was advised that the special for the items ended on 30/11/2025 (2 days after my contract was upgraded, and before I even received the phone).

Back to customer services I went, and eventually Lerato gave me a call. She admitted that she had not sent me the invoice for the phone, and then did so, and that she did not explain to me how to go about claiming, or the cut-off date!!!!!!! Her excuse seems to be that Samsung does not give them the full details of the promotions, which is absolute *******, as she should not be offering it to clients if she does not know all the information.

I have requested the recordings of when I did the upgrade several times, and have still not receiving anything.

It is a matter of principle that I am entitled to receive both the Smart Watch and the Ear Buds. I would not have upgraded the contract had these items not been included.

I have been sending emails on a weekly basis following up on this, and STILL no response from Cell C.

This whole upgrade has been an absolute ****.