Bad Service when contracts are ending
Dear Hellopeter
I am lodging a formal complaint regarding unexplained and excessive charges on my contracts.
My numbers are:
* 074*** * 064***
I have been a Cell C customer for many years. My combined monthly contracts were **R1 346**, yet now that the contracts are ending/ended, I am being charged **R920** on one number and **R1 020** on the other. These amounts make no sense and were never explained to me.
I attempted to get clarity and requested call backs, which never happened. Due to this lack of response, I reversed the debit orders via my banking app. I am aware this may affect my credit record. If I am at fault, I will accept this. However, if Cell C is at fault, I require a **written confirmation letter** to submit to my bank.
I demand:
1. A full breakdown explaining these charges 2. Proof of SMS or written notice informing me of contract expiry 3. Confirmation of whether these charges are valid or incorrect
I was willing to upgrade, but due to poor communication and unhelpful service, I chose not to. This is not how loyal customers should be treated.
Please treat this matter as urgent and respond without further delay.
Thank you for reaching out to us.
We sincerely apologise for the frustration and inconvenience you have experienced. This is certainly not the level of service we aim to provide, especially to a long-standing Cell C customer.
We understand your concern regarding the increase in billing from a combined monthly contractual amount of R1 346 to R920 and R1 020 respectively. Please note that this may be attributed to the contract price adjustments implemented as of 01 December 2025, which were communicated to all customers prior to taking effect.
That said, we acknowledge and fully understand your request for clarity. Accordingly, we will provide the following:
• A detailed breakdown of the charges app**** to each number, including any post-contract, out-of-bundle, or service-related costs
• Proof of any SMS or written notifications sent regarding contract expiry, where applicable
• Written confirmation indicating whether the charges are valid or if an error has occurred
Please be assured that one of our support team members will contact you telephonically to assist further and address your concerns in detail.
We have also noted your feedback regarding the upgrade experience with concern. We sincerely regret that poor communication influenced your decision not to proceed, as we truly value your loyalty and would have welcomed the opportunity to continue serving you under better circumstances.
Thank you for your patience and understanding while we work towards resolving this matter.
Kind regards,
Cell C | MMA
Thank you for reaching out to us.
We sincerely apologise for the frustration and inconvenience you have experienced. This is certainly not the level of service we aim to provide, especially to a long-standing Cell C customer.
We understand your concern regarding the increase in billing from a combined monthly contractual amount of R1 346 to R920 and R1 020 respectively. Please note that this may be attributed to the contract price adjustments implemented as of 01 December 2025, which were communicated to all customers prior to taking effect.
That said, we acknowledge and fully understand your request for clarity. Accordingly, we will provide the following:
• A detailed breakdown of the charges app**** to each number, including any post-contract, out-of-bundle, or service-related costs
• Proof of any SMS or written notifications sent regarding contract expiry, where applicable
• Written confirmation indicating whether the charges are valid or if an error has occurred
Please be assured that one of our support team members will contact you telephonically to assist further and address your concerns in detail.
We have also noted your feedback regarding the upgrade experience with concern. We sincerely regret that poor communication influenced your decision not to proceed, as we truly value your loyalty and would have welcomed the opportunity to continue serving you under better circumstances.
Thank you for your patience and understanding while we work towards resolving this matter.
Kind regards,
Cell C | MMA
Our team confirmed that they have reached out to you via email and cancellation of your contract has been processed.
Cell C | DA
Our team confirmed that they have reached out to you via email and cancellation of your contract has been processed.
Cell C | DA