Account Dispute - No results

I am back, after receiving pathetic service in February 2022, I am continuing to receive the utmost unprofessional service from Cell C.

After fighting to receive my refund for the double payment, my account was credited, but it seems as of the busses wheels has fallen off after February’s expedition.

Let me fill you in of my progress with Cell C from Feb: After this whole ordeal, I have asked to remove my debit order from my account, as I would like to make manual payments, to prevent double payments to happen again, only to be told that you cannot remove a debit order date, although you can make manual payment, but it needs to be at least 5-6 days, before you debit order date, so that the payment can reflect on their side. Oky cool I will then used this method. I then called Cell C call center in March, asking to change my debit order date to the 7th, as I only get paid at the end of the month, so that leaves me with enough time to make payment, and for the money to reflect on their side. Please note, I have been using the payment option on the Cell C app, which I thought was very easy and convenient to use. My debit order date was changed to the 7th and the agent with whom I spoke to at that time, said that I need to take note, the new debit order date will only be implemented and active from the next month, as it was to close to the end of the month as it couldn’t be effective in April, which was fine with me. So in stead of making manual payment, I left that the debit order go off on the 1st April and then do manual payment at 1st May. So I make manual payment via the Cell C app on the 1st of May. 3rd of May I receive my invoice, on there it shows they received payment. But the on the 7th of May, Cell C debited my account once again, which resulted in a failed debit order, for which I was penalised by my bank. On the 8th of May, I saw all these messages on my phone and check my bank account. I then immediately called Cell C to ask what is going on. I asked the lady that I spoke to, what is the reason for the debit order, if I have made payment and on my statement it shows that you received it? She couldn’t give me an answer and said she will open a ticket for this matter. So once again, as Cell C is, they don’t call you back, you always have to call them to find out what is going on, just to hear the case is still pending and someone will call you back. Surprise surprise, a lady eventually called me back. Now the drama starts! I was told that there was a debit order made for funds that have not been paid in Jan??? What! I have denied the allegations and said it is not true, I have not missed one single payment, except for in March which was credit. She then sent me a mail asking for bank statements etc, which I then sent through to her as requested. No answer, no follow up. So I call again, just to hear that there is no supported documentations attached to the case. Why? I have sent it through to the correct email addresses? But I sent it to the lady and she have added it to the case and said someone will get back to me. No answer, no calls, so I call again. (3days have passed, more than the 24-48hr policy they so called have to get back to you) So I have explain the story again to the new lady whom I am on the phone with, she the explained why the debit order was made, which was all I was asking for at the very beginning, but no! Cell C likes to drag stuff out! I asked her the if my account is in arrears and she confirmed no it is not, and then minutes later as we are still speaking she says my account in in arrears? I then asked why and she said because I didn’t pay in April nor in May. I said that they debited my account on the 1ste of April then, and I made manual payment on the 1st of May, where do they come with this? She then said, because I changed my debit order date end of March to the 7th(which was only going to be effective in May) I was suppose to make payment on the 7th of April again, hence the debit order on the 7th of May, because the payment I made on the 1st of May went towards April, which I apparently didn’t pay, and the debit order on the 7th of May was supposedly for the month of May. After a long back an forth, I requested her to send me proof of the credit I received in March, as well as transactional proof from Cell C side to show that it was allocated, because it seems to me it was not done so. She the refused and said I need to go to the store by whom I took out my contracts and asked it by them. I have emailed the store with regards to the requested statements and proof, but with no success and is still awaiting an answer. All of this doesn’t make sense. Each time I speak to someone, it is a different story. I never had any issues with Cell C up until February 2022. I am really fed up with the back an forth the whole time. I am taking this matter further and will be in contact with the ombudsman, because I cannot get this matter resolved, and am being accused that my account is in arrears, as I have submitted all relevant documentations and proof of payments. Ps. The reason I will no longer be using the payment option on Cell C app is, will all of this going on, they are requesting proof of payments, but the app doesn’t give you a sms or email with reference number to say you made payment. They only way I can give them this is by providing my bank statements to show I have made payment. I would really like this matter to be resolved before the 7th of June, because I will not pay more, for funds which is not outstanding.