Complaint Regarding Ongoing Contract Issue

Dear Customer Service Team,

I am writing to formally express my frustration regarding the ongoing issue with my new cellphone contract application, and please note that this complaint will also be published on a consumer complaints website due to the severity of the poor service I have received.

At the beginning of November, I app**** online for a new contract. I previously had a contract with your company for many years but had downscaled temporarily due to being unemployed for a short period. The new device was approved and delivered a few days later. However, the watch that formed part of the combo deal was not the model I had requested.

As a result, I returned the full package in order to resolve the issue. The consultant who assisted me from your service department was phenomenal—knowledgeable, professional, and genuinely committed to helping. She attempted to resolve the matter internally and even escalated it. Despite this, I was required to complete multiple facial recognition verifications and received daily “declined” SMS notifications for approximately two weeks.

I contacted the consultant again, who informed me that her team leader would look into the matter. Unfortunately, I still have not received any further feedback. It has now been three weeks, and the issue remains unresolved.

To make matters worse, my credit profile is now being negatively affected due to this ongoing, unresolved issue—something entirely unacceptable, especially given that the delays and complications are not due to any fault on my part.

This has been the worst service experience I have ever encountered. The lack of urgency, communication, and accountability is extremely disappointing, particularly considering my long-standing history as a loyal customer.

I request urgent intervention to resolve this matter, provide clarity on the status of my application.

I look forward to your prompt response.

Kind regards, Shanaaz Adams