WORST CUSTOMER SERVICE EVER

I recently laid a complaint with Cell C regarding a contract upgrade. When after two days I had heard nothing from Cell C I went on to Hello Peter and only then did I receive any sort of response from Cell C. During the more than three weeks that the complaint took to "resolve" they were so fixated on a call recording (which they couldn't retrieve) to prove that they were right and I was wrong that they forgot to realise that there is a customer waiting on the other end. For three weeks I got apology after apology from Lerato from their Social Media Desk blaming their failure to retrieve the recording on IT. I requested to speak to Lerato's manager as I felt the way she handled the complaint was unprofessional (interrupting me, not listening to the actual complaint, etc). Her manager then tried to call me, but even with my phone in my hand I was not fast enough to answer the call, so quickly did she drop the call. Calling me 3 times in a 5 minute span and then stating that they tried their best to contact me. Later I did speak to Gift (Lerato's manager), but she also just wen on about the recording. If they hadn't fixated so much on trying to prove me wrong and listened to me they would have found me a reasonable customer. All I wanted was an apology from the store where it all started and that they accommodate me with an upgrade (so I can remain their customer for another 24 months and pay them money). Not once did they express any interest in what package I was interested in. They didn't even hear me when I said I lost out on a limited offer deal or tried to match the deal. No effort at customer retention at all. They didn't give me a contact number or email where I could reach them so when I though it was time for feedback I had to update my complaint on Hello Peter, it was the only way I could get feedback.

I am disgusted at the apathy I encountered from their complaint handling team. I was once a loyal Cell C customer but I can't wait for the notice period on my contract to expire so I can go to another network. No wonder they are struggling.