********** SIM SWAP & OVER A MONTH (and counting) TO DELIVER DEVICE

Over the past few years, companies such as Nashua Mobile and Altech Autopage have shut down... it's a miracle that Glocell, with its pathetic customer service and highly *********** staff, is still around.

I was previously with NASHUA, I received EXCELLENT service and upgraded my contracts multiple times with them. The procedure was always a breeze and it usually took less than a week for me to get my device.

Nashua then closed and my contract was moved to ALTECH... again, GOOD service, and upgraded my contract hassle free.

Then when Altech shut down... being a Cell C subscriber I had the misfortune of being handed over to Glocell and that is where the history of good service ends, unfortunately.

In JULY I attempted to upgrade my contract. With my daughter being an Android and Samsung fan I opted for the S8 on the 2GB contract that was on promotion. I went to the Westwood branch and dealt with MR SHELDON GOVENDER ********** and had to email documents to him in order to process my upgrade. Till this day I have yet to receive ANY response from him.

I then contacted the call centre where I spoke to MR ZAHEER HENDRICKS in your Retentions (please teach your staff the meaning of the word "retention") department. He processed my upgrade and told me it was approved. I made it clear that I would require delivery to be made to my daughter as I would be out of the country for over a month and enquired about whether this was possible and what documentation she would require to accept as a third party. Mr Hendricks stated that it was perfectly fine and that I would need to write a letter authorising her to accept and have both our ID's. Later that day I received a call from Glocell explaining that the device was out of stock and would be ordered, the woman stated that it may take about a week to receive stock. To my surprise, a few days later, my daughter was called and informed that COURIERIT had attempted to make the delivery. Unfortunately, no one bothered to inform us that delivery would be made on that day so she was not available. She requested that they return on Monday.

Come Monday afternoon and nothing. The call centre was contacted again, spoke to multiple staff who were unable to assist. The next day, my daughter wakes up to a phone that is unusable as one of your brilliant call centre staff did a SIM SWAP WITHOUT AUTHORISATION. In a country where ***** linked to sim swaps is rife, the idea that staff employed by your company can do a sim swap so easily without the requisite authority is quite shocking and I am sure violates a number of laws and regulations. She then had to block the sim and was told by Mr Hendricks to purchase a sim card. After a number of futile attempts to get a hold of Mr Hendricks, she got through to NELLY who then activated the new sim. She was informed that it would take up to 24 hours to work... and 24 hours later, nothing. So she contacts your call centre again and someone has to redo it.

In the meantime, the device is sent back to Glocell. She contacts Mr Hendricks again and is informed that a "glitch" in the system meant that the delivery was not authorised to be made to her but that this would be rectified and all will be sorted out as he had liased with a MR CHRIS VAN SEVENTER. He then stated that the device is once again out of stock and has to be reordered but that she would be prioritised and it would probably take a week to get stock. Almost 2 weeks later and she had not received any update from Glocell about the phone.

She once again attempts to contact Mr Hendricks to find out if there is any news on the matter. She calls 5 times on Monday, again on Tuesday, and on Wednesday and is informed that he is either gone out to lunch, not at his desk or on another call. She spoke to the following individuals as she was sent from pillar to post... LEBO, TSHEPO, PAULINE, 'PERIER' and a host of others whose names she cannot recall. Some employees rudely transfer her midconversation as she is explaining the issue or get defensive and cut the call. On Monday she is assured that a message will be left for Mr Hendricks to call her as well as for a Mr KEVIN NAIDOO. This assurance is repeated on Tuesday and again on Wednesday but neither has Mr Naidoo nor Mr Hendricks done so.

After over a month, more than 36 calls and almost 4 hours of being on the phone with Glocell (not counting the calls from my landline during the sim swap debacle)... I still have no new device. In the current economic climate that SA finds itself in, with consumers spending less and less on luxuries such as high-end cellular phones, you would think that a company (that has been consistently closing down its store across the country) would want to 'retain' a contract that would amount to almost 1k per month (including insurance). But no... this (bad) service provider has other plans.