Upgrade nightmare!!!

On 20 October 2022 I filled in the form online to do an upgrade. Almost immediately an agent phoned me back and we got started on the upgrade process. The agent was very friendly, very helpful, good stuff. Almost at the end of the call, I asked him if I could choose the colour of my device, to which he rep**** that he had already chosen a colour for me. At first, I thought "okay, well, it's too bad", and then I realised but NO, I am not going to accept something that I do not actually want and pay money for! He was very eager to get rid of me after that and ubruptly ended the call.

Right after our call ended, I received the contract via email and read through it. I noticed that the colour of the device and the watch were indicated as grey.

I immediately phoned Cell C back and asked that they change the colour of the device before they ship it out of the warehouse. After I was transferred from department to department (and the line got cut about 4 times, after which I had to start the whole authentication process from start again and be transferred from department to department again and again and again!!!!), I was told that they cannot change it, because it has already been booked, I have to cancel the upgrade and do the whole process from scratch again. I thought "Not ideal, but okay, let's do it". So, I asked the consultant that I was speaking to, to please do that. He/she confirmed to me that they did the cancellation now, and I should wait 48 hours and phone again to start the upgrade process again.

On 27 October, I phoned Cell C again, wanting to start the upgrade process again. I was then informed that the contract had not been cancelled on the 20th like I requested, and I held on to the line while the agent I was speaking to did the cancellation. She once again informed me that the upgrade has been cancelled and I should wait 48 hours and phone in again to start the new upgrade.

Today, 31 October 2022, I received a phone call from The Courier Guy... he is standing outside my house with a package from Cell C! I told the courier guy that the package must be returned to Cell C, as I was not at home at the time and I did not leave my copy of my ID and Proof of residence to the lady at my house, because the contract was supposed to be CANCELLED!!!

After I told the courier to return the package to Cell C, I phoned in to Cell C once again, to inform whomever that I have sent the package back, because it was never supposed to reach me in the first place, and I will not be held responsible for the package. The lady that I spoke to was putting me on hold for a long time, and then came back on and informed me she is going to transfer me to the relevant department. For what, I do not know!!! Anyway, I held on to the transferred line for another 10 minutes after which I decided Cell C is now wasting my time!!! Your agents obviously do not understand English very well and I am tired of explaining myself over and over and over again to every f* department and do security checks at every one of them!

Once again, I want to reiterate: I will NOT be held responsible for any of the costs or safety of the package, should it not be received by Cell C again!!

This is becoming VERY inconvenient!!!! I am REALLY frustrated and annoyed with Cell C at this moment!!! Why is it such a big schlep to get an upgrade right?!?!!!

I am sadly not even sure that I want to upgrade with Cell C anymore! I think I will wait out my contract term and migrate to MTN.

Thank you, for always being able to rely on Cell C to give a bad service.