Worse upgrade experience

The senior support I spoke with was not much help, and I still do not know when or if I will receive the handset. I had to repeat the story again, and after the stressful complaint I lodged yesterday, I am tired of doing so. I don’t believe Cell C understands my frustrations, which is why I have decided to cancel my contract with them completely. **23 October** I completed my upgrade and was told that delivery would occur within 3 to 6 working days, indicating that Tuesday or Wednesday would be a reasonable expectation. I asked if anyone could sign for the parcel upon delivery, and the consultant confirmed that anyone could sign as long as they had a copy of my ID (certification was unnecessary). Based on this information, I provided my work address for delivery since I would be in the office on those days. **24 October** I received a message indicating that my parcel was out for delivery. Following the consultant's assurance that anyone could sign, I sent a copy of my ID to the receptionist at my office and asked her to sign for the parcel. However, when the delivery arrived, the courier informed her that she could not sign for the parcel; the owner needed to be present along with a copy of proof of residence, in addition to the ID that the consultant had mentioned. The courier also stated they would return on Monday. After learning this from the receptionist, I immediately contacted Cell C Customer Service to explain the situation and explore my options. I asked whether I could change the delivery address to my home address or reschedule the delivery for Tuesday. The consultant advised me that changing the address would delay receipt of my phone, as the parcel would need to be returned to the courier company for redirection. Therefore, I agreed to reschedule the delivery for Tuesday. **27 October** I received another message indicating that my parcel was en route again. I emailed the courier company, notifying them that I would not be in the office and that the delivery had already been rescheduled for Tuesday. Despite this, the courier arrived at the office again, only to be informed that I was not present. **28 October** The courier finally found me with my ID copy and proof of residence as requested. However, I was unable to receive my phone because my proof of residence did not match the delivery address on the order. Since moving out of my parents' house, I no longer have any documents reflecting that address. During the security questions for the upgrade, I indicated that I have two addresses, and I’m unsure which one Cell C still has on file. At this point, I believe I should have been informed about the proof of residence requirement. I have completed numerous upgrades since moving, and I have never encountered such issues with parcel delivery. Later that day, I sent an email to Customer Service regarding my complaint. **30 October** I received a call from customer service following up on my email, but the consultant didn’t provide much help; they just transferred me to the follow-up department. The follow-up department informed me that there was nothing they could do to assist me other than asking the courier company to return the phone, after which I would need to reapply for the upgrade. That’s when I lost my temper and requested to cancel the contract altogether. I was told that I could not cancel until the handset was returned to Cell C, which was expected on Wednesday, 5 November. Another consultant called me, and I explained my situation again. She confirmed what I was told during the upgrade—that no proof of residence is needed for parcel delivery and that anyone can sign for it. She promised to email the courier company asking them not to return the phone but to attempt delivery again based on this information. She also updated my residential address. **05 November** On the day I was told the phone would return to Cell C and I could cancel my contract, I received no correspondence and no handset. I called again and relayed my story once more, only to be told that the phone had not yet returned to Cell C. What the previous consultant told me was incorrect. I was advised, “They are trying to do our job.” Another email was sent to request the parcel's return, leaving me waiting for the handset again before I could cancel. **06 November** I received a call asking for my story again. The courier company claims I did not have my ID when they attempted delivery, which is why I didn’t receive my phone. Overall, I still do not know what to do next or when I should contact Cell C again to either receive the handset or cancel my contract so I can switch to another service provider who will assist me with the handset I need.

This response right here is exactly the frustration that I am trying to express with the decline in customer service at Cell C over the past few years. It seems that everyone is quick to push me toward cancellation, which I can't do until I resolve the ongoing issue. I've mentioned multiple times that the delivery was unsuccessful because my proof of residence did not match what the courier had on file. The claim that my original ID was not available is not accurate. Additionally, I find it concerning that different representatives from Cell C are providing conflicting information. There has been no acknowledgment or apology regarding this situation. Why was I not informed about the proof of residence requirement when my upgrade was finalized? I was also told that anyone could sign for the parcel, which clearly isn't true. I would greatly appreciate some acknowledgment of this issue and an apology for the inconveniences I've faced.

Update. Phone still not received. Johnny has tried but not good enough. I don't know what to say anymore.

Update. Phone still not received. Johnny called this morning to advise that the phone will NOT be delivered and will be sent back to Cell C. My upgrade will be cancelled on receipt of the phone and I will need to go through the process of reappling for a new upgrade and chances are that I will go through the same predicament of having to wait for almost 3 weeks before I can get the phone again. I did this upgrade as I was in need of a new phone, however the turn out of events from Cell C have not pleasing. Jonny has agreed to send me an email on Cell C 's receipt of the phone, so I can go ahead and cancel my contract while I search for another service provider that will stick to what they are selling and saying. Pity, after all the years that I have been with Cell C!