A very unsatisfied customer

On the 5th July 2020 I went to the CelluCity store in Canal Walk shopping Centre, the store Opp Checkers. I spoke to the sales consultant named Lee and I advised him that I wasthere to upgrade my contract as I was advised by the Vodacom customer care line that I could do so as of the 1st of July 2020. I asked Lee for the deal attached which was the Huawei B535 5G Router with 200GB data for R599 over 36 months. He wasstruggling a bit and then advised me to complete the paper work as he did not want to keep me longer. I completed and signed the paperwork which he went over with me and advised he would load it so I could get the data loaded on my sim by the 1stand collect the router once they had it in stock as he did advise there was no stock. A week went by and I have still not received any news, my husband then went to the store to follow up however it was Lee’s off day and he left a message for him to call me.He called me the next day and advised they stock was still not yet received (Bare in mind at this point I was not informed of any issues just that the modern was out of stock) I then called Lee again on the 14th July 2020 and asked him to load thecontract for me to at leaast have the data by the 1st as my kids are homeschooling and it is urgently needed, I told him to load everything and my husband would come into the store on the 15th and pay the R150 admin fee which he did notwant me to pay in the beginning as he needed to load the paperwork 1st. My husband went to the store on the 15th and Lee was once again off and no1 in the store was aware of anything. My husband spoke to Gino who then advised him thecontract could not be processed without the routers being in stock as they needed the serial number to load the deal (once again this was not what was said to me) he then offered me a Huawei 4G router for the same price but of course I was not happy with thisas I was taken for a ride by Lee, now I don’t know if he was not trained correct or if he is new to all of this but this here already cheesed me off! Gino advised my husband that what I signed for seemed like a sim card deal only which was not true as I knowwhat I signed as Lee went through it with me when I signed. Gino advised he would follow up with Lee and get back to me.

On the 17th I once again had to follow up on my side when I was advised by Gino “Hi. The deal last month was advertised as a 5G router but was a misprint that’s why it was removedfrom the website and camt be found now. The deal was referring to the b535 we have in stock which is the 4G version (with download speeds of up to 60mb).

The 5G router deals for this month are the current deals. I can place an order for the huawei h112 router if you like?

However i strongly recommend the b535 as it is a strong router and will give you a great connection”

This response got my blood boiling as how was I not informed about this earlier and why is it that no1 in store knew about this????? Surely it would have been communicated?????? The conversationwent on as follows:

: Hi Gino, how much devices can connect to the b535 router? [15:59, 7/17/2020] Gino CelluCity: 64 [16:01, 7/17/2020] D33: OK please process it for me [16:01, 7/17/2020] Gino CelluCity: Will let you know when its ready [16:02, 7/17/2020] D33: Thank you, will I need to sign a contract again? [16:03, 7/17/2020] Gino CelluCity: You will have to sign the updated qoute [16:03, 7/17/2020] D33: So as of the 1st will the new amount be deducted? [16:03, 7/17/2020] Gino CelluCity: Yes [16:03, 7/17/2020] D33: And you email me the updated quote for signing? [17:00, 7/17/2020] Gino CelluCity: Yes once ready

[10:57, 7/21/2020] D33: Hi Gino, I spoke 2 Mark now I would appreciate it of I can get some feedback by COB today. Thank you [10:57, 7/21/2020] D33: Other thank that you can provide me with contact details wer I can take the matter further as this is unacceptable [11:07, 7/21/2020] Gino CelluCity: We are trying to have the deal reopened. Unfortunately at the time when you came in the finance indicators werent active. Lee logged it as well as Mark. I believe Mark has got it succesfulky loaded. However the deal is nolonger in this deal period. We have sent a request to Vodacom to open the deal (This I do not believe as why did Lee not inform me of any issues, so I do not feel that Lee logged anything had he done so it would have been done in time) [11:11, 7/21/2020] D33: Thank you,, because I advised Mark I called the Vodacom contact Centre mid June and they advised me my contract is ready for upgrade on the 1st July which I called agen on the 1st because I was going to do everything telephonically butthey could not give me the amount of data needed and advised me to do it in store so wer things went wrong on their side I don't know and they should have proof of that calls as well if that can help anything.

Thank you for your assistance, I will await feedback [12:50, 7/21/2020] Gino CelluCity: I will let you kniw as soon as we have feedback

Please take note of the date and time stamps in this conversations, this was the last time I was contacted today again me the *****ed over customer had to follow up and they still cannot giveme any feedback.

I would like this matter resolved with a matter of urgency as I would like the deal I have signed for, and I would like my data loaded by the 1st as my kids need uninterrupted connectionfor their schooling, I will not accept being double debited on my old contract as well as my new contract as I came into store in time for everything to be loaded by the 1st and that deal was still valid as I showed the consultant exactly what dealI wanted. I also don’t see why I would need to pay an upgrade admin fee when the admin side of this upgrade was a joke!

Please provide me with some positive feedback as I am sick and tired of having to follow up like I am a staff member of cellucity.

Please note this email complaint was sent to *** on Thursday 23 July 2020 and up to date I have not received feedback or an acknowledgement of my email. This is on a new level of pathetic service, does your customers not matter????? I had an online chat on your website yesterday and the person said they would get someone to call me this morning, guess what I have not heard anything once again!!!!!!!!!!!!!!!!!!!!!!!!!!!

I will be posting this on every social media page if I do not have my issue resolved! I have really had enough of this service!