Very dissapointed

I am very unhappy with the service provided by Cell C.

I have one contract with Cell C which is due for an upgrade this month. Due to unforeseen circumstances I app**** for debt review at the beginning of the year, my Cell C contract was not listed under debt review, but rather included under my monthly budget.

I phoned customer care last week Tuesday to enquire whether I will be able to upgrade my contract, the consultant said that the system does not allow me to upgrade due to my credit score (due to debt review), but that he will escalate the matter to the credit vetting department who will be in touch on the outcome.

Since last week Tuesday I have made numerous phone calls to request an update regarding the matter, each and every time I was advised to wait 48 hours for feedback and if I did not receive feedback to phone in again.

This morning I phoned customer care again and spoke to a lady regarding the upgrade, she said that the upgrade is approved, but I cannot upgrade now and should wait 48 hours (again), I also asked her which device I would qualify for and she said "any device".

Today whilst I was in the mall I quickly popped into the Cell C store to confirm whether I would be able to upgrade in 48 hours. The gentleman in store looked on the system and said that the upgrade is still declined and proceeded to phone the relevant department to find out about the upgrade. The consultant who the gentleman in store spoke to said that I will NOT be able to upgrade because of the debt review and even advised that I should cancel my contract when it expires.

I do not understand how today in store I could get an answer in a few minutes, but for the last week now customer care could not give me an answer and rather kept me on a line.

I have always paid my cell c contract timeously each and every month and have never missed a payment, before and during debt review. I have not even contacted cell c to make payment arrangements during the lockdown.

Instead of looking after your loyal and paying customers you would rather advise them to cancel their contract. Very disappointing.

I am not writing this review to expect any resolution to this matter. I am writing this review to express my dissatisfaction towards the service received by cell c.