Upgrade Nightmare

I was due for an upgrade on the 28th of November 2022. I ordered a black Friday deal at that time which was the Samsung Galaxy A53 with smart watch. I placed the order online and had issues with ordering so I phoned to order online. I was told I will receive an SMS once order is sent. After a week I phoned to follow up and was told there was no order placed. After being sent back and forth between departments I was eventually told that my account was in arrears with 33c. I Wasn’t sure how I would be in arrears as I always pay from the app and the exact amount it shows me to pay but none the less, I was told that I have to pay the amount first and then I have to wait 3 months before I can upgrade.

I was furious as to why I would be penalised for only 33c and I have been paying my account on date every month for the past 3 years. I eventually decided that I would go into Cell C’s head office to try and resolve this. The guy I spoke to there helped me out by clearing the error so that I can do the upgrade. I placed the order again and I made sure that they knew my residential address changed as they checked if all my details are still the same and still had my old address. I was told they change was done. I received an SMS that day when my order was on it’s way.

When the driver arrived, my waybill still had my old residential address on and my Proof of Residence showed the new address, so I was denied of the package and they left. I started getting really agitated. I phoned Cell C again and asked them if they can change my address and the waybill to show my new address but I had no luck in anyone getting the answers that I needed. I eventually decided to email the courier company Courier-it and Korshinie Pillay rep**** to state that they can’t change the Rica address from their side.

They will have to send the parcel back to Cell C then re-send it with new address. I sent her my new address and she stated she will try and speed it up with Cell C. Days passed and I didn’t hear anything from Cell C nor from Courier-it. I phoned again and checked with follow-ups. They said the order was cancelled. Once again I had to re-order my phone and watch on the 21st of December 2022. This time I can’t get the black watch as they only had the grey watch in stock. I took it nonetheless. I asked the lady if they changed my Rica address and she couldn’t pick it up on her side but asked me to give the address to her to update it. She told me that I have to phone them once I receive an SMS stating order is on the way to check that address is correct.

Now if the address is not correct, I am going to face the exact same issue I faced earlier and won’t receive my package. Till today I still have not received anything. I understand there were public holidays in between but 3-7 working days has past already as we are on the 9th on January 2023 already and I am still waiting and no one at Cell C can give me an answer. If I do not receive my package in this week still, I am cancelling both my contracts with them and will take my business elsewhere. Pathetic service