Bad customer service

Dear Customer Care / Management Team,

I am writing to formally complain about the unacceptable treatment my mother has received from your sales and customer service teams.

Your sales consultants repeatedly contacted my mother regarding an upgrade. She clearly indicated that she did not wish to upgrade. Despite this, she was informed that if she did not upgrade or cancel her existing contract, she would lose her mobile number. This information caused her significant distress. As an elderly person, she felt pressured and frightened into agreeing to an upgrade purely out of fear of losing her long-standing mobile number.

Since then, we have made numerous attempts to cancel this contract, all of which have been unsuccessful due to extremely poor customer service and an apparent refusal by consultants to escalate matters to management.

Below is a summary of our interactions:

13/03/2026: I spoke with Nontlantla, who was unhelpful and refused to transfer me to a manager despite repeated requests.

17/03/2026:

I spoke with Rebecca, who assured me she would do a warm transfer to the correct department. Instead, she transferred us to the wrong department.

I was then connected to Ntombikaise Ndlovu in the billing department, who was rude and stated outright that she would not transfer me to her manager.

I later spoke with Lihle, who said a manager required authentication before taking the call. We completed the authentication and explained the issue. She then returned and stated the manager was about to knock off and could not assist. After questioning why authentication was requested if the manager was unavailable, she went back again and returned to say the manager would call us back within a minute. That call never came.

It is extremely concerning that across multiple departments, we were consistently denied access to a manager. This behaviour reflects very poorly on your organisation. Your consultants demonstrated a lack of basic customer service skills, showed no empathy, and in several cases were outright rude.

I expect the following:

Immediate cancellation of the contract that was agreed to under misleading and coercive circumstances.

Assurance that my mother’s mobile number will not be affected.

A formal investigation into the conduct of the consultants involved.

Written feedback on how this matter will be resolved and prevented from happening to other vulnerable customers.

This experience has been distressing and unacceptable. I trust this complaint will now receive the attention it should have received during our numerous calls.

I look forward to your urgent response.

Mobile number in question: ***

Kind regards, Taelo ***