MvdM
Mitzijana van der Merwe
1 reviews | Active since Feb 2017
31 Dec 2025, 20:33
Bad Service
Dear Cell C,
I am writing to lodge a formal complaint regarding my account and the way my contract cancellation was handled.
I took out a new contract — two phones on one line. Cell C later upgraded my data phone incorrectly, which led to multiple issues. Despite sending emails and making numerous phone calls, the problem was never resolved.
All three of my lines were no longer under contract, which meant I had the right to cancel them. I submitted a cancellation request via email but received no acknowledgment from Cell C. After sending a follow-up email stating that I would stop the debit orders if my cancellation was not acknowledged, I finally received a call from Cell C around 5 PM that same day to process the cancellation. The lines were deactivated that same evening.
That Saturday, I went to the bank and stopped the debit orders.
Now, Cell C is claiming that I owe one month’s payment for a data-only line — which is incorrect. Cell C have listed this supposed debt against my name with the credit bureau.
I request that this matter be investigated urgently, the incorrect amount be removed from my name, and the credit listing reversed immediately. I can provide all related emails and communication as proof if required.
Helpful (0)
Replies (3)0
Replies (3)
Cell C's replyOfficial
31 Dec 2025, 20:51Dear Mitzijana van der Merwe,
Thank you for reaching out to Cell C and bringing this matter to our attention. We sincerely apologize for the frustration and inconvenience you’ve experienced regarding your account and the handling of your contract cancellation. We understand how upsetting this situation must be, and we take your concerns very seriously.
We appreciate the detailed information you’ve provided. Please be assured that we will investigate this matter as a priority, including reviewing your cancellation request, the alleged debt, and any credit bureau listings. Our team will review the case thoroughly and work to ensure that any incorrect charges are removed and any credit reporting is corrected. Once the investigation is complete, we will provide you with feedback and outline the next steps.
Thank you for your patience and for giving us the opportunity to resolve this matter. We are committed to correcting any errors and ensuring your experience with Cell C improves going forward.
Kind regards,
Cell C | LD
Thank you for reaching out to Cell C and bringing this matter to our attention. We sincerely apologize for the frustration and inconvenience you’ve experienced regarding your account and the handling of your contract cancellation. We understand how upsetting this situation must be, and we take your concerns very seriously.
We appreciate the detailed information you’ve provided. Please be assured that we will investigate this matter as a priority, including reviewing your cancellation request, the alleged debt, and any credit bureau listings. Our team will review the case thoroughly and work to ensure that any incorrect charges are removed and any credit reporting is corrected. Once the investigation is complete, we will provide you with feedback and outline the next steps.
Thank you for your patience and for giving us the opportunity to resolve this matter. We are committed to correcting any errors and ensuring your experience with Cell C improves going forward.
Kind regards,
Cell C | LD
Cell C's reply31 Dec 2025, 20:51
Official
Dear Mitzijana van der Merwe,
Thank you for reaching out to Cell C and bringing this matter to our attention. We sincerely apologize for the frustration and inconvenience you’ve experienced regarding your account and the handling of your contract cancellation. We understand how upsetting this situation must be, and we take your concerns very seriously.
We appreciate the detailed information you’ve provided. Please be assured that we will investigate this matter as a priority, including reviewing your cancellation request, the alleged debt, and any credit bureau listings. Our team will review the case thoroughly and work to ensure that any incorrect charges are removed and any credit reporting is corrected. Once the investigation is complete, we will provide you with feedback and outline the next steps.
Thank you for your patience and for giving us the opportunity to resolve this matter. We are committed to correcting any errors and ensuring your experience with Cell C improves going forward.
Kind regards,
Cell C | LD
Thank you for reaching out to Cell C and bringing this matter to our attention. We sincerely apologize for the frustration and inconvenience you’ve experienced regarding your account and the handling of your contract cancellation. We understand how upsetting this situation must be, and we take your concerns very seriously.
We appreciate the detailed information you’ve provided. Please be assured that we will investigate this matter as a priority, including reviewing your cancellation request, the alleged debt, and any credit bureau listings. Our team will review the case thoroughly and work to ensure that any incorrect charges are removed and any credit reporting is corrected. Once the investigation is complete, we will provide you with feedback and outline the next steps.
Thank you for your patience and for giving us the opportunity to resolve this matter. We are committed to correcting any errors and ensuring your experience with Cell C improves going forward.
Kind regards,
Cell C | LD
Cell C's replyOfficial
15 Jan 2026, 09:27Dear Mitzijana van der Merwe,
Please find below the interim feedback regarding your query:
We have managed to make contact with you, and you advised that you will be sending an email confirming that you requested the cancellation three months prior to the contract termination date.
You also indicated that you are not willing to make any payment. This is despite our explanation that there was an allocation for June which was utilised. You maintain that the issue was due to an error on Cell C’s side and not your own.
We will continue to follow up and provide further updates as soon as the additional information is received.
Kind regards,
Cell C | TM
Please find below the interim feedback regarding your query:
We have managed to make contact with you, and you advised that you will be sending an email confirming that you requested the cancellation three months prior to the contract termination date.
You also indicated that you are not willing to make any payment. This is despite our explanation that there was an allocation for June which was utilised. You maintain that the issue was due to an error on Cell C’s side and not your own.
We will continue to follow up and provide further updates as soon as the additional information is received.
Kind regards,
Cell C | TM
Cell C's reply15 Jan 2026, 09:27
Official
Dear Mitzijana van der Merwe,
Please find below the interim feedback regarding your query:
We have managed to make contact with you, and you advised that you will be sending an email confirming that you requested the cancellation three months prior to the contract termination date.
You also indicated that you are not willing to make any payment. This is despite our explanation that there was an allocation for June which was utilised. You maintain that the issue was due to an error on Cell C’s side and not your own.
We will continue to follow up and provide further updates as soon as the additional information is received.
Kind regards,
Cell C | TM
Please find below the interim feedback regarding your query:
We have managed to make contact with you, and you advised that you will be sending an email confirming that you requested the cancellation three months prior to the contract termination date.
You also indicated that you are not willing to make any payment. This is despite our explanation that there was an allocation for June which was utilised. You maintain that the issue was due to an error on Cell C’s side and not your own.
We will continue to follow up and provide further updates as soon as the additional information is received.
Kind regards,
Cell C | TM
MvdM
Mitzijana van der Merwe's updateReviewer Update
16 Apr 2026, 19:22Dear Cell C Team,
I am writing to formally escalate an ongoing dispute regarding my account.
Despite previously submitting a cancellation notice within the required timeframe, as well as providing supporting documentation upon request from one of your consultants, I have received no resolution from Cell C.
Instead, I have now begun receiving communication from a collections agency regarding this disputed amount.
In addition, I received an SMS indicating that an amount of R50.00 will be deducted from my bank account without my consent. This amount was deducted and I have reversed this.
Please note the following:
- This account remains formally disputed, and no resolution has been communicated to me.
- Handing over a disputed account to a collections agency is both premature and inappropriat.
- Any debit order processed without my explicit authorization is unauthorized, and I reserve the right to reverse such transactions with my bank.
Should this matter not be resolved promptly, I will have no choice but to escalate the complaint to the relevant regulatory bodies.
I trust this can be resolved swiftly and amicably, and I await your urgent response.
If they keep pushing, next step is escalation to ICASA or the National Consumer Commission.
I hereby request the following as a matter of urgency:
1. Immediate suspension of all collection activity on this account
2. Written confirmation that no further debit orders will be processed.
3. Formal feedback on the dispute submitted, including review of the cancellation notice and supporting evidence previously provided.
4. Immediate confirmation that my name WILL be removed from any Credit Bureau.
I trust this can be resolved swiftly and amicably, and I await your urgent response.
I am writing to formally escalate an ongoing dispute regarding my account.
Despite previously submitting a cancellation notice within the required timeframe, as well as providing supporting documentation upon request from one of your consultants, I have received no resolution from Cell C.
Instead, I have now begun receiving communication from a collections agency regarding this disputed amount.
In addition, I received an SMS indicating that an amount of R50.00 will be deducted from my bank account without my consent. This amount was deducted and I have reversed this.
Please note the following:
- This account remains formally disputed, and no resolution has been communicated to me.
- Handing over a disputed account to a collections agency is both premature and inappropriat.
- Any debit order processed without my explicit authorization is unauthorized, and I reserve the right to reverse such transactions with my bank.
Should this matter not be resolved promptly, I will have no choice but to escalate the complaint to the relevant regulatory bodies.
I trust this can be resolved swiftly and amicably, and I await your urgent response.
If they keep pushing, next step is escalation to ICASA or the National Consumer Commission.
I hereby request the following as a matter of urgency:
1. Immediate suspension of all collection activity on this account
2. Written confirmation that no further debit orders will be processed.
3. Formal feedback on the dispute submitted, including review of the cancellation notice and supporting evidence previously provided.
4. Immediate confirmation that my name WILL be removed from any Credit Bureau.
I trust this can be resolved swiftly and amicably, and I await your urgent response.
MvdM
Mitzijana van der Merwe's update16 Apr 2026, 19:22
Reviewer Update
Dear Cell C Team,
I am writing to formally escalate an ongoing dispute regarding my account.
Despite previously submitting a cancellation notice within the required timeframe, as well as providing supporting documentation upon request from one of your consultants, I have received no resolution from Cell C.
Instead, I have now begun receiving communication from a collections agency regarding this disputed amount.
In addition, I received an SMS indicating that an amount of R50.00 will be deducted from my bank account without my consent. This amount was deducted and I have reversed this.
Please note the following:
- This account remains formally disputed, and no resolution has been communicated to me.
- Handing over a disputed account to a collections agency is both premature and inappropriat.
- Any debit order processed without my explicit authorization is unauthorized, and I reserve the right to reverse such transactions with my bank.
Should this matter not be resolved promptly, I will have no choice but to escalate the complaint to the relevant regulatory bodies.
I trust this can be resolved swiftly and amicably, and I await your urgent response.
If they keep pushing, next step is escalation to ICASA or the National Consumer Commission.
I hereby request the following as a matter of urgency:
1. Immediate suspension of all collection activity on this account
2. Written confirmation that no further debit orders will be processed.
3. Formal feedback on the dispute submitted, including review of the cancellation notice and supporting evidence previously provided.
4. Immediate confirmation that my name WILL be removed from any Credit Bureau.
I trust this can be resolved swiftly and amicably, and I await your urgent response.
I am writing to formally escalate an ongoing dispute regarding my account.
Despite previously submitting a cancellation notice within the required timeframe, as well as providing supporting documentation upon request from one of your consultants, I have received no resolution from Cell C.
Instead, I have now begun receiving communication from a collections agency regarding this disputed amount.
In addition, I received an SMS indicating that an amount of R50.00 will be deducted from my bank account without my consent. This amount was deducted and I have reversed this.
Please note the following:
- This account remains formally disputed, and no resolution has been communicated to me.
- Handing over a disputed account to a collections agency is both premature and inappropriat.
- Any debit order processed without my explicit authorization is unauthorized, and I reserve the right to reverse such transactions with my bank.
Should this matter not be resolved promptly, I will have no choice but to escalate the complaint to the relevant regulatory bodies.
I trust this can be resolved swiftly and amicably, and I await your urgent response.
If they keep pushing, next step is escalation to ICASA or the National Consumer Commission.
I hereby request the following as a matter of urgency:
1. Immediate suspension of all collection activity on this account
2. Written confirmation that no further debit orders will be processed.
3. Formal feedback on the dispute submitted, including review of the cancellation notice and supporting evidence previously provided.
4. Immediate confirmation that my name WILL be removed from any Credit Bureau.
I trust this can be resolved swiftly and amicably, and I await your urgent response.