Gross Incompetence, Unauthorized Debit Risk, and Immediate Contract Cancellation Request

I am writing to formally lodge a serious complaint regarding the unacceptable service, misinformation, and complete lack of assistance I have received regarding my recent cell phone contract renewal.

When your team contacted me to renew my contract, I agreed to proceed under the explicit condition that I receive the device in a specific color. Despite this clear request, the device delivered was the incorrect color. What should have been a simple resolution process has instead exposed a startling level of internal incompetence across your call center and retail departments:

Initial Call:Upon calling to report the error, the first consultant abruptly hung up on me.

Second Call (Senzo):I spoke to Senzo, who instructed me to take the device back to a store and request an IRMS number. I followed these instructions precisely.

Third Call (Diego): I called back and spoke to Diego, who assured me that the return and cancellation of the incorrect device had been captured on your system.

Store Visit: When I returned to the store, the staff informed me that nothing had been captured on the system, directly contradicting Diego’s assurances Fourth Call & Escalation Denied: I called again to follow up, only to be told I now have to wait 21 days for this issue to be resolved. When I asked if my account would be debited for a device I do not even possess, the agent confirmed that the debit order would still go through and dismissed my concern with "unfortunately." When I demanded to speak to a manager, I was told she was unavailable. When I asked for a supervisor instead, the agent refused, claiming the supervisor and the manager are the same person.

It is entirely unacceptable to force a customer to pay for a device they do not have due to your company's logistics and administrative failures. Expecting me to finance your internal system delays for 21 days is completely ******** and deceptive.

I demand the following immediate actions:

1. Immediate Cancellation of the Incorrect Mandate: Ensure that no debit order for this new contract or device is processed against my account. 2. System Correction: Immediately update your system to reflect the return of the device and finalize the cancellation of the wrong contract. 3. Escalation to Management: A senior manager must contact me directly via phone or email within **24 hours** with a clear timeline for delivering the correct device under the agreed terms.

Failure to resolve this matter promptly will leave me with no choice but to escalate this complaint to the Consumer Goods and Services Ombudsman (CGSO) and instruct my bank to reverse any unauthorized debit orders associated with this error.

I expect an urgent confirmation receipt of this complaint and a swift resolution.

Regards,

Dineo Makopo