Utterly poor service

After my review last week. CellC made an overnight delivery, however it was the wrong device. My review was on Thursday, on Friday 12pm I received a call from CellC Gateway that a phone was delivered. Upon realizing that it's a wrong phone. I called the CellC store and asked to speak to a supervisor Boitumelo Thobela. The manager at first denied ever receiving any escalation about my query, whereby I asked her if she balames me as I have been dealing with this since June and there's been 2 names that awlays came up . Agents promising that a Boitumelo or Kgomomotso would call me back amd they never did. Even with my first review, the managers have mo sense of urgency regarding my case. The lady from CellC media kept calling and giving me updates, advising that a manager will call me back with an update. A manager never called me back.

On the 20th the gentleman, that's been helping me with the follow up at the cellc store on West street has been updating me as they are my first and direct contact. He was asked by Boitumelo to send in invoice and my bank account confirm for the sim swap so that my refund would be processed of which I went to the bank to get the account confirmation letter and submitted it to CellC store at 4pm on the 20th. Boitumelo confirmed receiving the documents and Mzukisi mase sure to aks if all relevant documents were receiving and to find out if nothing is missing and Boitumelo agreed .

On the 25th I received a call from the cellc social media lady, I think she said her name was Nomthandazo; letting me know that the manager is still working on my case and gave me a summary of my case . She then advise that the manager will call me between 12 and 1pm and she will also call back just to check that the manager did call me back. No one called me back tbe while day, until I had to go back to my only direct contact which is the CellC store on West street. On the 26th, 6days later. Boitumelo then sends communication to CellC store that there is a form missing. I once again had to drop everythingbin my scheduke and go to the store to fill in the form. I asked that they call them and ask when my phone will be delivered because I have not even recieved a text message that the phone has been ordered or dispatched. The agent he spoke to said that I would receive the phone om the 1st of October. That does not make sense at all. I believe the insurance has a 90 clause when the claim process should be finalized. I belive it would be ober the 90 days by October 1st. I don't know if tbey ate not aware of their own policy/ clause or they are playinh some sort of games . I aksed to speak to Boitumelo and I was told that she is in a a call and cannot place who ever she was in a call with and answer my call for 2 minutes. I spoke to Nonhlanhla, who was send by Boitumelo to take the call. I don't understand why she would give me someone who is not in charge when she is dealing with this case and not doing a good job at all. She is an *********** manager and has no sense of agency at all for this matter, even her tone is not friendly when you speak to her. You can feel that she will also disconnect the call on you just like the agents. She's can be on a call the whole day whe you need to speak to her. They need to do an overnight delivery and deliver my phone and this time deliver ot to cell store in West street to avoid receiving the wrong phone. October 1st is definitely not acceptable. Nonhlanhla promised to call me back, which I'm yet to see. Between Boitumelo and Kgomomotso they need to have some sort of urgency and they should now compensate me for my time and frustration that has caused me, meanwhile I've been paying for the insurance with no phone.