Upgrade cancellation, handset collection

Hi my name is Patricia,

I have been with Cell C for 11 years now as a contract customer. I recently experienced a bad service ever and i regret why i approved my upgrade. So to cut my story short. I was due for my upgrade on the 14th of September 2020. I was hesitant to upgrade this year, but it happened last week 5th October 2020. i received a call from Cell C from one of the consultants by the name of Bongi informing me about the upgrade and the current package deals. I ended up signing up a deal of P40 lite that comes with a watch, 2GB top up, and free 10GB once off valid for 30days . I told her i am only taking this deal because of the watch she said i will definitely receive my full package as discussed. to my surprise on the 9th October i received the handset via courier without a watch, I immediately informed Cell C about the missing watch, they told me my query will be attended within 48 hours. i was given a reference no *** they said they will notify me once the query has been resolved and they will keep me in the loop about the progress. i haven't received any call from Cell C until today. instead on Wed 14th Oct my account was debited without my concern, no one said anything about the debit order. I phoned Cell C once again to find out about the debit order, the lady that i spoke to by the name of Xoli she told me the debit order was to test my bank account "I mean what is that? i have been with Cell C for many years and i have been paying them. I told the lady to please cancel my upgrade and arrange collection of the handset. again i was told about the 48 hours cancellation process this time i didn't receive any ref number for the cancellation.

Yesterday the 15th Oct i decided to visit the nearest store because i was not convinced whether the upgrade has been cancelled or not. I went to Cell C Alberton, i explained my query to the sales lady by the name of Dudu, she explained nicely that because i did my upgrade via the phone, she will have to phone Cell C they kept transferring her up and down without any help . my query of wanting to return the phone yesterday was not resolved instead because it was already 17h00 no one was taking Dudu's calls. i only found out yesterday from Dudu that I now have 2 contracts i knew nothing about the second one. the 10GB data which i was told it was a free once of data surprisingly now it is my second contract and hence they debited my account on the 12th.

I'm done with Cell C the only thing i want now, is to Cancel the upgrade, cancel unauthorised second contract collect the phone please. once I'm done paying off my old contract i promise you i will close the contract. You don't care about your customers, your consultants are lacking integrity their priority is to push sales, your service is TOTALY POOR. I'm very disappointed and angry.

Patricia