LH
Lianne H
1 reviews | Active since Nov 2019
25 Jan 2025, 10:19
Breach of Contract and Lack of Accountability by Cell C
I am extremely disappointed with the service I have received from Cell C regarding my contract dispute. The issue stems from a price increase app**** to my contract without proper notification, which is a clear breach of contract and a violation of consumer rights. Despite multiple attempts to address the matter, Cell C has failed to provide adequate responses or resolutions.
The Issue
Failure to Notify: Cell C increased my contract price from R417.98 to R450 in December 2024 but failed to notify me adequately. Their claim of "notifications being sent" is unsubstantiated, as I have provided evidence (SMS records) showing no communication about the price increase. No email notification was received either, further reinforcing the lack of transparency.
Unauthorized Charges: Despite the lack of notification, Cell C debited the increased amount from my account in December 2024. This was done without my consent or agreement, which is unacceptable.
Ignored Communication: I sent two emails to Cell C requesting contract cancellation due to their breach. Their response to my first email disregarded the evidence I provided, and they have completely ignored my second email for nearly 48 hours now. Additionally, when I called customer service, they confirmed that both the retention and customer service departments work over weekends. This makes the lack of response even more unacceptable.
Actions Taken
I intend to send a letter of intent to block payments if I do not receive a satisfactory response within a reasonable timeframe. This is not a refusal to pay but a safeguard due to their breach of contract. No payments will be blocked without prior notice.
I will escalate this matter to the National Consumer Commission (NCC) and the Independent Communications Authority of South Africa (ICASA) for resolution if I do not receive a satisfactory response.
Why This Matters
As a long-standing customer, I expected better transparency and professionalism from Cell C. Their handling of this matter has been unacceptable, and their disregard for contractual obligations reflects poorly on their commitment to customer service.
I urge Cell C to resolve this issue promptly by:
Canceling my contract immediately without penalties or fees.
Refunding the unauthorized charge of R450 app**** in December 2024.
Providing written confirmation that no further debit orders will be processed against my account.
To Other Consumers
If you are considering a contract with Cell C, I strongly advise reviewing their policies on price increases and ensuring you monitor your account closely for unauthorized charges. Cell C’s lack of accountability in my case is concerning, and I hope sharing this experience helps others avoid similar frustrations.
Next Steps
Should this issue remain unresolved, I will escalate the matter to regulators and consider further publicizing my experience. I hope Cell C takes this opportunity to address their shortcomings and rebuild trust with their customers.
Helpful (0)
Replies (41)0
Replies (41)
Cell C's replyOfficial
25 Jan 2025, 10:40Dear Lianne Herbert
Thank you for your email and for sharing your concerns with us. We sincerely apologize for the inconvenience caused by the issues you have raised regarding the recent price increase and the lack of communication.
We take all customer complaints seriously, and we would like to address each of the points you’ve raised:
1. Failure to Notify:
We acknowledge your concern about not receiving adequate notification of the price increase. While our system shows that notifications were sent, we understand that this may not have been properly received. We regret the inconvenience this has caused and are looking into how we can improve our communication processes to avoid such situations in the future.
2. Unauthorized Charges:
It is not our intention to charge customers without their consent. We understand your frustration regarding the billing issue and are currently reviewing the details of your account to ensure that all charges are accurate and justified. Should it be found that there was an error, we will refund the difference.
It is not our intention to charge customers without their consent. We understand your frustration regarding the billing issue and are currently reviewing the details of your account to ensure that all charges are accurate and justified. Should it be found that there was an error, we will refund the difference.
3. Ignored Communication:
We sincerely apologize for the delay in responding to your emails and any misunderstanding that may have occurred. We aim to provide timely and helpful responses, and we acknowledge that we fell short in your case. Your second email is now being prioritized, and we will be in touch shortly with an update.
Regards
Cell C | NT
We sincerely apologize for the delay in responding to your emails and any misunderstanding that may have occurred. We aim to provide timely and helpful responses, and we acknowledge that we fell short in your case. Your second email is now being prioritized, and we will be in touch shortly with an update.
Regards
Cell C | NT
Cell C's reply25 Jan 2025, 10:40
Official
Dear Lianne Herbert
Thank you for your email and for sharing your concerns with us. We sincerely apologize for the inconvenience caused by the issues you have raised regarding the recent price increase and the lack of communication.
We take all customer complaints seriously, and we would like to address each of the points you’ve raised:
1. Failure to Notify:
We acknowledge your concern about not receiving adequate notification of the price increase. While our system shows that notifications were sent, we understand that this may not have been properly received. We regret the inconvenience this has caused and are looking into how we can improve our communication processes to avoid such situations in the future.
2. Unauthorized Charges:
It is not our intention to charge customers without their consent. We understand your frustration regarding the billing issue and are currently reviewing the details of your account to ensure that all charges are accurate and justified. Should it be found that there was an error, we will refund the difference.
It is not our intention to charge customers without their consent. We understand your frustration regarding the billing issue and are currently reviewing the details of your account to ensure that all charges are accurate and justified. Should it be found that there was an error, we will refund the difference.
3. Ignored Communication:
We sincerely apologize for the delay in responding to your emails and any misunderstanding that may have occurred. We aim to provide timely and helpful responses, and we acknowledge that we fell short in your case. Your second email is now being prioritized, and we will be in touch shortly with an update.
Regards
Cell C | NT
We sincerely apologize for the delay in responding to your emails and any misunderstanding that may have occurred. We aim to provide timely and helpful responses, and we acknowledge that we fell short in your case. Your second email is now being prioritized, and we will be in touch shortly with an update.
Regards
Cell C | NT
LH
Lianne H's updateReviewer Update
25 Jan 2025, 10:46 Dear Cell C Team,
Thank you for responding to my HelloPeter review. While I appreciate your acknowledgment of the concerns I raised, I must emphasize the need for prompt and effective resolution.
1. Failure to Notify
Your acknowledgment that notifications may not have been properly received reinforces the issue I raised. Despite your system showing that notifications were sent, no such notification reached me via SMS or email. As previously stated, I have provided evidence (SMS records) confirming the absence of communication regarding the price increase. This lack of notification constitutes a breach of contract, and I request a formal acknowledgment of this breach.
2. Unauthorized Charges
The December 2024 charge of R450 was unauthorized, as it was app**** without prior notification or consent. While I note your commitment to reviewing the charges, I formally request an immediate refund of this amount. The data being made available does not justify the charge in the absence of proper notification, as required by both your contractual obligations and consumer protection laws.
3. Ignored Communication
I appreciate your apology for the delay in responding to my emails; however, this delay has caused significant frustration and inconvenience.
Resolution Requested
To avoid further escalation, I request the following actions:
- Immediate cancellation of my contract without penalties or fees.
- Refund of the unauthorized charge of R450 app**** in December 2024.
- Written confirmation that no further debit orders will be processed against my account.
Conclusion
While I appreciate your response on HelloPeter, my trust in Cell C remains significantly impacted due to the ongoing delays and lack of resolution. I urge you to take the necessary steps to address this matter immediately. Should this issue remain unresolved, I will proceed with formal complaints to the National Consumer Commission (NCC) and the Independent Communications Authority of South Africa (ICASA).
LH
Lianne H's update25 Jan 2025, 10:46
Reviewer Update
Dear Cell C Team,
Thank you for responding to my HelloPeter review. While I appreciate your acknowledgment of the concerns I raised, I must emphasize the need for prompt and effective resolution.
1. Failure to Notify
Your acknowledgment that notifications may not have been properly received reinforces the issue I raised. Despite your system showing that notifications were sent, no such notification reached me via SMS or email. As previously stated, I have provided evidence (SMS records) confirming the absence of communication regarding the price increase. This lack of notification constitutes a breach of contract, and I request a formal acknowledgment of this breach.
2. Unauthorized Charges
The December 2024 charge of R450 was unauthorized, as it was app**** without prior notification or consent. While I note your commitment to reviewing the charges, I formally request an immediate refund of this amount. The data being made available does not justify the charge in the absence of proper notification, as required by both your contractual obligations and consumer protection laws.
3. Ignored Communication
I appreciate your apology for the delay in responding to my emails; however, this delay has caused significant frustration and inconvenience.
Resolution Requested
To avoid further escalation, I request the following actions:
- Immediate cancellation of my contract without penalties or fees.
- Refund of the unauthorized charge of R450 app**** in December 2024.
- Written confirmation that no further debit orders will be processed against my account.
Conclusion
While I appreciate your response on HelloPeter, my trust in Cell C remains significantly impacted due to the ongoing delays and lack of resolution. I urge you to take the necessary steps to address this matter immediately. Should this issue remain unresolved, I will proceed with formal complaints to the National Consumer Commission (NCC) and the Independent Communications Authority of South Africa (ICASA).
LH
Lianne H's updateReviewer Update
25 Jan 2025, 11:07 Dear Cell C Team,
Thank you for your response. However, your message that “you will be in touch to assist further” remains vague and does not provide a clear timeline for resolution. This matter has now been pending for 45 hours, and I will not wait longer for a resolution.
If I do not receive confirmation of the following within the next 3 hours, I will proceed with sending a formal letter of intent to block payments:
- Immediate cancellation of the contract without penalties or fees.
- Refund of the unauthorized charge of R450 app**** in December 2024.
- Written confirmation that no further debit orders will be processed against the account.
This issue has already been delayed unnecessarily, and I cannot allow further stalling as the debit order scheduled for the 27th of January draws near. If no resolution is reached by the specified time, I will also escalate this matter to the National Consumer Commission (NCC) and Independent Communications Authority of South Africa (ICASA).
I trust that you will act immediately to resolve this matter within the given timeframe.
LH
Lianne H's update25 Jan 2025, 11:07
Reviewer Update
Dear Cell C Team,
Thank you for your response. However, your message that “you will be in touch to assist further” remains vague and does not provide a clear timeline for resolution. This matter has now been pending for 45 hours, and I will not wait longer for a resolution.
If I do not receive confirmation of the following within the next 3 hours, I will proceed with sending a formal letter of intent to block payments:
- Immediate cancellation of the contract without penalties or fees.
- Refund of the unauthorized charge of R450 app**** in December 2024.
- Written confirmation that no further debit orders will be processed against the account.
This issue has already been delayed unnecessarily, and I cannot allow further stalling as the debit order scheduled for the 27th of January draws near. If no resolution is reached by the specified time, I will also escalate this matter to the National Consumer Commission (NCC) and Independent Communications Authority of South Africa (ICASA).
I trust that you will act immediately to resolve this matter within the given timeframe.
LH
Lianne H's updateReviewer Update
25 Jan 2025, 11:54Thank you for your response. While I understand that investigations can take time, the lack of clear timelines for resolution is deeply concerning, especially as the matter has already been delayed for almost 48 hours. I cannot allow this issue to be stalled any further, particularly with the upcoming debit order scheduled for 27 January 2025.
As stated previously, I require confirmation of the following actions by 2:30 PM today (25 January 2025):
- Immediate cancellation of the contract without penalties or fees.
- Refund of the unauthorized charge of R450 app**** in December 2024.
- Written confirmation that no further debit orders will be processed against the account.
If these actions are not confirmed by 2:30 PM, I will:
- Send a formal letter of intent to block payments to prevent further unauthorized charges.
- Escalate this matter to the National Consumer Commission (NCC) and Independent Communications Authority of South Africa (ICASA).
While I appreciate the complexity of investigations, I must prioritize protecting my financial interests due to the urgency of this matter. The continued delays and lack of resolution leave me with no choice but to take these steps.
LH
Lianne H's update25 Jan 2025, 11:54
Reviewer Update
Thank you for your response. While I understand that investigations can take time, the lack of clear timelines for resolution is deeply concerning, especially as the matter has already been delayed for almost 48 hours. I cannot allow this issue to be stalled any further, particularly with the upcoming debit order scheduled for 27 January 2025.
As stated previously, I require confirmation of the following actions by 2:30 PM today (25 January 2025):
- Immediate cancellation of the contract without penalties or fees.
- Refund of the unauthorized charge of R450 app**** in December 2024.
- Written confirmation that no further debit orders will be processed against the account.
If these actions are not confirmed by 2:30 PM, I will:
- Send a formal letter of intent to block payments to prevent further unauthorized charges.
- Escalate this matter to the National Consumer Commission (NCC) and Independent Communications Authority of South Africa (ICASA).
While I appreciate the complexity of investigations, I must prioritize protecting my financial interests due to the urgency of this matter. The continued delays and lack of resolution leave me with no choice but to take these steps.
LH
If these actions are not confirmed by 2:30 PM, I will:
While I understand that investigations can take time, the continued delays and lack of concrete action demonstrate a lack of urgency on your part. I urge you to resolve this matter promptly to avoid further escalation.
Lianne H's updateReviewer Update
25 Jan 2025, 12:07Thank you for your response. While I appreciate that you are treating this matter with priority, your reply still does not address the urgency I have emphasized or provide a clear timeline for resolution. Simply stating that “support will be in touch” is insufficient, as this matter has already been delayed for nearly 48 hours, and the debit order for 27 January 2025 is approaching.
As previously communicated, I require confirmation of the following actions by 2:30 PM today (25 January 2025):
- Immediate cancellation of the contract without penalties or fees.
- Refund of the unauthorized charge of R450 app**** in December 2024.
- Written confirmation that no further debit orders will be processed against the account.
If these actions are not confirmed by 2:30 PM, I will:
- Send a formal letter of intent to block payments to prevent further unauthorized charges.
- Escalate this matter to the National Consumer Commission (NCC) and Independent Communications Authority of South Africa (ICASA) for further action.
While I understand that investigations can take time, the continued delays and lack of concrete action demonstrate a lack of urgency on your part. I urge you to resolve this matter promptly to avoid further escalation.
LH
Lianne H's update25 Jan 2025, 12:07
Reviewer Update
Thank you for your response. While I appreciate that you are treating this matter with priority, your reply still does not address the urgency I have emphasized or provide a clear timeline for resolution. Simply stating that “support will be in touch” is insufficient, as this matter has already been delayed for nearly 48 hours, and the debit order for 27 January 2025 is approaching.
As previously communicated, I require confirmation of the following actions by 2:30 PM today (25 January 2025):
- Immediate cancellation of the contract without penalties or fees.
- Refund of the unauthorized charge of R450 app**** in December 2024.
- Written confirmation that no further debit orders will be processed against the account.
If these actions are not confirmed by 2:30 PM, I will:
- Send a formal letter of intent to block payments to prevent further unauthorized charges.
- Escalate this matter to the National Consumer Commission (NCC) and Independent Communications Authority of South Africa (ICASA) for further action.
While I understand that investigations can take time, the continued delays and lack of concrete action demonstrate a lack of urgency on your part. I urge you to resolve this matter promptly to avoid further escalation.
LH
Next Steps
We expect better from Cell C and are disappointed by the lack of accountability, repeated delays, and poor customer service.
Lianne H's updateReviewer Update
25 Jan 2025, 14:24We are extremely frustrated and disappointed with how Cell C has handled our contract dispute. Over the past week, we have repeatedly tried to resolve this matter via email and phone calls, yet no meaningful action has been taken.
Here’s what has happened:
- Case Numbers Closed or Lost:
- The first reference number was closed after a single response, despite no resolution.
- A second reference number “no longer exists,” as per your customer service team.
- We were given a third case number only after calling multiple times, with no communication from Cell C about its existence.
- Customer Service Cannot Assist:
- Customer service reps repeatedly told us they have no ability to resolve issues, escalate effectively, or connect us with relevant departments.
- Managers are inaccessible. Calls to escalate are delayed, or managers do not follow up.
- Ignored All Week:
- We’ve been actively complaining for days, yet Cell C’s failure to address our issue during the week has resulted in us being told nothing can be done over the weekend.
- Breach of Contract:
- Cell C insists they notified us of the price increase. We have provided evidence proving we did not receive any SMS or email notifications about the price increase, yet this issue remains unresolved.
- The increased debit order of R450 in December was unauthorized, yet Cell C continues to insist we are obligated to pay.
Next Steps
Cell C has until 2:30 PM today (25 January) to resolve this issue. If no resolution is received, we will:
- File formal complaints with the National Consumer Commission (NCC) and Independent Communications Authority of South Africa (ICASA).
- Block all further debit orders to protect ourselves from unauthorized charges.
We expect better from Cell C and are disappointed by the lack of accountability, repeated delays, and poor customer service.
LH
Lianne H's update25 Jan 2025, 14:24
Reviewer Update
We are extremely frustrated and disappointed with how Cell C has handled our contract dispute. Over the past week, we have repeatedly tried to resolve this matter via email and phone calls, yet no meaningful action has been taken.
Here’s what has happened:
- Case Numbers Closed or Lost:
- The first reference number was closed after a single response, despite no resolution.
- A second reference number “no longer exists,” as per your customer service team.
- We were given a third case number only after calling multiple times, with no communication from Cell C about its existence.
- Customer Service Cannot Assist:
- Customer service reps repeatedly told us they have no ability to resolve issues, escalate effectively, or connect us with relevant departments.
- Managers are inaccessible. Calls to escalate are delayed, or managers do not follow up.
- Ignored All Week:
- We’ve been actively complaining for days, yet Cell C’s failure to address our issue during the week has resulted in us being told nothing can be done over the weekend.
- Breach of Contract:
- Cell C insists they notified us of the price increase. We have provided evidence proving we did not receive any SMS or email notifications about the price increase, yet this issue remains unresolved.
- The increased debit order of R450 in December was unauthorized, yet Cell C continues to insist we are obligated to pay.
Next Steps
Cell C has until 2:30 PM today (25 January) to resolve this issue. If no resolution is received, we will:
- File formal complaints with the National Consumer Commission (NCC) and Independent Communications Authority of South Africa (ICASA).
- Block all further debit orders to protect ourselves from unauthorized charges.
We expect better from Cell C and are disappointed by the lack of accountability, repeated delays, and poor customer service.
LH
Instead of addressing these issues fairly, Cell C continues to shift blame, delay responses, and refuse to act in good faith.
Lianne H's updateReviewer Update
25 Jan 2025, 16:40 I have officially escalated my complaint to the National Consumer Commission (NCC) and the Independent Communications Authority of South Africa (ICASA).
Despite their clear breach of contract for failing to notify us of a price increase, Cell C refuses to take accountability. In a recent conversation with a representative, I was told that the contract could be canceled—but only if we paid penalties and fees. This is completely unreasonable considering that Cell C violated the contract first by:
- Failing to provide proper SMS or email notification of the price increase.
- ********ly debiting an increased amount without my consent.
- Mishandling and closing case numbers without resolving the issue.
Instead of addressing these issues fairly, Cell C continues to shift blame, delay responses, and refuse to act in good faith.
I encourage others to be cautious when signing contracts with Cell C, as their customer service and accountability in disputes have been extremely disappointing. I hope the NCC and ICASA will enforce the necessary consumer protection measures to resolve this matter.
LH
Lianne H's update25 Jan 2025, 16:40
Reviewer Update
I have officially escalated my complaint to the National Consumer Commission (NCC) and the Independent Communications Authority of South Africa (ICASA).
Despite their clear breach of contract for failing to notify us of a price increase, Cell C refuses to take accountability. In a recent conversation with a representative, I was told that the contract could be canceled—but only if we paid penalties and fees. This is completely unreasonable considering that Cell C violated the contract first by:
- Failing to provide proper SMS or email notification of the price increase.
- ********ly debiting an increased amount without my consent.
- Mishandling and closing case numbers without resolving the issue.
Instead of addressing these issues fairly, Cell C continues to shift blame, delay responses, and refuse to act in good faith.
I encourage others to be cautious when signing contracts with Cell C, as their customer service and accountability in disputes have been extremely disappointing. I hope the NCC and ICASA will enforce the necessary consumer protection measures to resolve this matter.
LH
Lianne H's updateReviewer Update
25 Jan 2025, 18:29On 25 January 2025, a Cell C representative named Percy called after work hours at 17:20 to acknowledge that our case is currently on the CO’s desk. He stated that it will be addressed on Monday, 27 January 2025.
While this acknowledgment is appreciated, specific actions or resolutions regarding our emails were not confirmed (including the letter of intent), our Hello Peter messages, or the requested cancellation of our contracts without penalties and refund of the unauthorized debit.
We have requested Percy to provide his email address so that further communication can be kept in writing for documentation purposes. Additionally, we have asked him to confirm in writing that our case is being reviewed and to provide details about the timeline for resolution.
At this stage, we are still awaiting a resolution, and no specific timelines or commitments have been provided apart from the vague assurance that the case will be reviewed on Monday. This prolonged delay is deeply frustrating, especially given the significant breach of contract by Cell C.
We will continue to document all interactions and monitor this matter closely. Formal complaints have already been submitted to the NCC and ICASA, and we will provide them with any further updates or evidence if no action is taken by Monday, 27 January 2025.
LH
Lianne H's update25 Jan 2025, 18:29
Reviewer Update
On 25 January 2025, a Cell C representative named Percy called after work hours at 17:20 to acknowledge that our case is currently on the CO’s desk. He stated that it will be addressed on Monday, 27 January 2025.
While this acknowledgment is appreciated, specific actions or resolutions regarding our emails were not confirmed (including the letter of intent), our Hello Peter messages, or the requested cancellation of our contracts without penalties and refund of the unauthorized debit.
We have requested Percy to provide his email address so that further communication can be kept in writing for documentation purposes. Additionally, we have asked him to confirm in writing that our case is being reviewed and to provide details about the timeline for resolution.
At this stage, we are still awaiting a resolution, and no specific timelines or commitments have been provided apart from the vague assurance that the case will be reviewed on Monday. This prolonged delay is deeply frustrating, especially given the significant breach of contract by Cell C.
We will continue to document all interactions and monitor this matter closely. Formal complaints have already been submitted to the NCC and ICASA, and we will provide them with any further updates or evidence if no action is taken by Monday, 27 January 2025.
LH
While I understand the complexity of reviewing cases, I must reiterate the urgency of this matter and expect a full written response addressing all points above by close of business on Monday, January 27, 2025. Should no adequate resolution be provided by this deadline, I will proceed with further escalation through the National Consumer Commission (NCC) and the Independent Communications Authority of South Africa (ICASA), where this complaint is already registered.
Lianne H's updateReviewer Update
26 Jan 2025, 09:40Dear Cell C Team,
Thank you for your response and for confirming that our case is currently with the CEO's desk for review and scheduled to be addressed on Monday, January 27, 2025.
While I appreciate the acknowledgment, I require more specific details and commitments regarding this matter. As this issue has already been delayed significantly, I request the following by Monday, January 27, 2025:
- Confirmation of Resolution:
- Please confirm in writing whether the requested cancellation of our contracts without penalties or fees will be approved.
- Acknowledgment of Breach:
- Confirmation that Cell C acknowledges the failure to notify us of the price increase in accordance with the Consumer Protection Act.
- Proof of Communication:
- Logs or records showing evidence that the price increase notification (via SMS or email) was sent, delivered, and received.
- Written Timeline for Refund:
- Details regarding the refund of the unauthorized December 2024 debit of R450.
While I understand the complexity of reviewing cases, I must reiterate the urgency of this matter and expect a full written response addressing all points above by close of business on Monday, January 27, 2025. Should no adequate resolution be provided by this deadline, I will proceed with further escalation through the National Consumer Commission (NCC) and the Independent Communications Authority of South Africa (ICASA), where this complaint is already registered.
Thank you for your understanding and urgent attention to this matter.
LH
Lianne H's update26 Jan 2025, 09:40
Reviewer Update
Dear Cell C Team,
Thank you for your response and for confirming that our case is currently with the CEO's desk for review and scheduled to be addressed on Monday, January 27, 2025.
While I appreciate the acknowledgment, I require more specific details and commitments regarding this matter. As this issue has already been delayed significantly, I request the following by Monday, January 27, 2025:
- Confirmation of Resolution:
- Please confirm in writing whether the requested cancellation of our contracts without penalties or fees will be approved.
- Acknowledgment of Breach:
- Confirmation that Cell C acknowledges the failure to notify us of the price increase in accordance with the Consumer Protection Act.
- Proof of Communication:
- Logs or records showing evidence that the price increase notification (via SMS or email) was sent, delivered, and received.
- Written Timeline for Refund:
- Details regarding the refund of the unauthorized December 2024 debit of R450.
While I understand the complexity of reviewing cases, I must reiterate the urgency of this matter and expect a full written response addressing all points above by close of business on Monday, January 27, 2025. Should no adequate resolution be provided by this deadline, I will proceed with further escalation through the National Consumer Commission (NCC) and the Independent Communications Authority of South Africa (ICASA), where this complaint is already registered.
Thank you for your understanding and urgent attention to this matter.
LH
This experience has been deeply frustrating, and I caution others about the lack of accountability and professionalism from Cell C.
Lianne H's updateReviewer Update
26 Jan 2025, 11:56This morning, 26 January 2025, I received an email from a Cell C representative, Nokuthula, threatening to report me to legal attorneys and warning that this would affect my credit score. This threat was issued because I blocked an unauthorized debit order, which I am disputing due to Cell C's failure to notify me of a price increase, a breach of the Consumer Protection Act.
This threat is deeply inappropriate and premature, especially as the matter remains unresolved. Cell C has yet to provide any proof of notification regarding the price increase, and their vague responses offer no clear timeline or resolution.
Despite submitting multiple complaints, including formal escalations to NCC and ICASA, Cell C has continued to mishandle this issue by:
- Failing to acknowledge their breach of contract.
- Making vague assurances that the case is being reviewed (even suggesting the CEO is involved, which seems unlikely for a customer dispute).
- Resorting to threats instead of resolving the matter.
This experience has been deeply frustrating, and I caution others about the lack of accountability and professionalism from Cell C.
LH
Lianne H's update26 Jan 2025, 11:56
Reviewer Update
This morning, 26 January 2025, I received an email from a Cell C representative, Nokuthula, threatening to report me to legal attorneys and warning that this would affect my credit score. This threat was issued because I blocked an unauthorized debit order, which I am disputing due to Cell C's failure to notify me of a price increase, a breach of the Consumer Protection Act.
This threat is deeply inappropriate and premature, especially as the matter remains unresolved. Cell C has yet to provide any proof of notification regarding the price increase, and their vague responses offer no clear timeline or resolution.
Despite submitting multiple complaints, including formal escalations to NCC and ICASA, Cell C has continued to mishandle this issue by:
- Failing to acknowledge their breach of contract.
- Making vague assurances that the case is being reviewed (even suggesting the CEO is involved, which seems unlikely for a customer dispute).
- Resorting to threats instead of resolving the matter.
This experience has been deeply frustrating, and I caution others about the lack of accountability and professionalism from Cell C.
Cell C's replyOfficial
26 Jan 2025, 12:12Thank you for bringing this to our attention. We deeply regret the frustration and distress this situation has caused you, and we appreciate your patience while we work toward a resolution.
Rest assured that our team is actively reviewing your query, and we take your concerns very seriously. We are committed to providing a detailed response to all the points you've raised,s promised.
Regarding the email you received, we sincerely apologize if it came across as threatening or inappropriate. This is not the experience we want any of our customers to have. We will escalate this aspect of the issue internally to ensure such miscommunication does not happen again.
We value your feedback and take accountability for addressing any errors on our part. Please know that we are working diligently to resolve this matter fairly and transparently.
Should you have any additional concerns or updates, feel free to reach out, and we will be here to assist you further.
Thank you for your understanding and for giving us the opportunity to address this matter.
Regards,
Cell C | TM
Regards,
Cell C | TM
Cell C's reply26 Jan 2025, 12:12
Official
Thank you for bringing this to our attention. We deeply regret the frustration and distress this situation has caused you, and we appreciate your patience while we work toward a resolution.
Rest assured that our team is actively reviewing your query, and we take your concerns very seriously. We are committed to providing a detailed response to all the points you've raised,s promised.
Regarding the email you received, we sincerely apologize if it came across as threatening or inappropriate. This is not the experience we want any of our customers to have. We will escalate this aspect of the issue internally to ensure such miscommunication does not happen again.
We value your feedback and take accountability for addressing any errors on our part. Please know that we are working diligently to resolve this matter fairly and transparently.
Should you have any additional concerns or updates, feel free to reach out, and we will be here to assist you further.
Thank you for your understanding and for giving us the opportunity to address this matter.
Regards,
Cell C | TM
Regards,
Cell C | TM
LH
Additionally, while you have apologized for the tone of the email, I expect clear confirmation that no action will be taken to report my account or affect my credit score while this dispute remains unresolved.
Lianne H's updateReviewer Update
26 Jan 2025, 12:19Thank you for your response and your acknowledgment of the inappropriate tone in the email from your representative. While I appreciate the apology, I must reiterate that issuing a threat to report an account to legal attorneys for a stopped debit order—especially during an unresolved dispute caused by your breach of contract—was highly unprofessional and premature.
Your response mentions that my case is being reviewed, but no specifics have been provided regarding:
- The Steps Being Taken: What specific actions are being undertaken to resolve this dispute?
- The Investigation Timeline: When can I expect a final decision?
- Accountability for Breach of Contract: Will Cell C acknowledge the failure to notify me of the price increase in accordance with the Consumer Protection Act?
Additionally, while you have apologized for the tone of the email, I expect clear confirmation that no action will be taken to report my account or affect my credit score while this dispute remains unresolved.
As previously stated, I expect a detailed and complete response addressing these points by close of business Monday, 27 January 2025. Failure to provide this will leave me with no choice but to escalate further with the NCC and ICASA, where this case has already been logged.
Thank you for your attention to this matter. I look forward to your detailed response.
LH
Lianne H's update26 Jan 2025, 12:19
Reviewer Update
Thank you for your response and your acknowledgment of the inappropriate tone in the email from your representative. While I appreciate the apology, I must reiterate that issuing a threat to report an account to legal attorneys for a stopped debit order—especially during an unresolved dispute caused by your breach of contract—was highly unprofessional and premature.
Your response mentions that my case is being reviewed, but no specifics have been provided regarding:
- The Steps Being Taken: What specific actions are being undertaken to resolve this dispute?
- The Investigation Timeline: When can I expect a final decision?
- Accountability for Breach of Contract: Will Cell C acknowledge the failure to notify me of the price increase in accordance with the Consumer Protection Act?
Additionally, while you have apologized for the tone of the email, I expect clear confirmation that no action will be taken to report my account or affect my credit score while this dispute remains unresolved.
As previously stated, I expect a detailed and complete response addressing these points by close of business Monday, 27 January 2025. Failure to provide this will leave me with no choice but to escalate further with the NCC and ICASA, where this case has already been logged.
Thank you for your attention to this matter. I look forward to your detailed response.
Cell C's replyOfficial
26 Jan 2025, 12:51We assure you that your case is being treated with the utmost seriousness.
Regarding the steps being taken:
Regarding the steps being taken:
- Resolution of the Dispute: Our team is thoroughly investigating the price increase notification process to address the breach of contract you have highlighted.
- Review of Communication: The email you received is being escalated to ensure this type of miscommunication is addressed internally.
- Follow-Up Actions: We are actively reviewing the specifics of your case, including the blocked debit order and refund request, to ensure a fair outcome.
Credit Score Concerns:
Please rest assured that our team will ensure all necessary amendments are actioned upon resolving your query. However, we cannot confirm specific details regarding this at the moment.
Regards,
Cell C | TM
Please rest assured that our team will ensure all necessary amendments are actioned upon resolving your query. However, we cannot confirm specific details regarding this at the moment.
Regards,
Cell C | TM
Cell C's reply26 Jan 2025, 12:51
Official
We assure you that your case is being treated with the utmost seriousness.
Regarding the steps being taken:
Regarding the steps being taken:
- Resolution of the Dispute: Our team is thoroughly investigating the price increase notification process to address the breach of contract you have highlighted.
- Review of Communication: The email you received is being escalated to ensure this type of miscommunication is addressed internally.
- Follow-Up Actions: We are actively reviewing the specifics of your case, including the blocked debit order and refund request, to ensure a fair outcome.
Credit Score Concerns:
Please rest assured that our team will ensure all necessary amendments are actioned upon resolving your query. However, we cannot confirm specific details regarding this at the moment.
Regards,
Cell C | TM
Please rest assured that our team will ensure all necessary amendments are actioned upon resolving your query. However, we cannot confirm specific details regarding this at the moment.
Regards,
Cell C | TM
LH
I expect a detailed and final resolution by close of business Monday, 27 January 2025, as this matter has already been escalated to NCC and ICASA. I will continue to document all interactions to ensure transparency.
Lianne H's updateReviewer Update
26 Jan 2025, 13:11Thank you for your response and for confirming that my case is being reviewed. While I appreciate the acknowledgment, I am still left with significant concerns due to the lack of concrete commitments and timelines provided.
- Resolution of the Dispute:
- While you’ve mentioned that the price increase notification process is being investigated, no evidence has been shared to show that I was properly notified. I again request logs or proof of notification via email or SMS to address the breach of contract you have acknowledged.
- Review of Communication:
- I acknowledge your intent to escalate the email issue internally, but it’s critical to receive confirmation that the inappropriate legal threat made by your representative will not lead to premature actions affecting my credit score.
- Blocked Debit Order and Refund Request:
- There has been no clear response or timeline regarding my refund request or the cancellation of my contract without penalties due to your breach of contract. When can I expect a concrete resolution on these points?
- Credit Score Concerns:
- Your response does not provide reassurance about my credit score. I request confirmation that no negative action will be taken while this dispute remains unresolved.
I expect a detailed and final resolution by close of business Monday, 27 January 2025, as this matter has already been escalated to NCC and ICASA. I will continue to document all interactions to ensure transparency.
Thank you for your attention to this matter.
LH
Lianne H's update26 Jan 2025, 13:11
Reviewer Update
Thank you for your response and for confirming that my case is being reviewed. While I appreciate the acknowledgment, I am still left with significant concerns due to the lack of concrete commitments and timelines provided.
- Resolution of the Dispute:
- While you’ve mentioned that the price increase notification process is being investigated, no evidence has been shared to show that I was properly notified. I again request logs or proof of notification via email or SMS to address the breach of contract you have acknowledged.
- Review of Communication:
- I acknowledge your intent to escalate the email issue internally, but it’s critical to receive confirmation that the inappropriate legal threat made by your representative will not lead to premature actions affecting my credit score.
- Blocked Debit Order and Refund Request:
- There has been no clear response or timeline regarding my refund request or the cancellation of my contract without penalties due to your breach of contract. When can I expect a concrete resolution on these points?
- Credit Score Concerns:
- Your response does not provide reassurance about my credit score. I request confirmation that no negative action will be taken while this dispute remains unresolved.
I expect a detailed and final resolution by close of business Monday, 27 January 2025, as this matter has already been escalated to NCC and ICASA. I will continue to document all interactions to ensure transparency.
Thank you for your attention to this matter.
LH
I have also formally escalated this matter to NCC and ICASA. I am deeply frustrated by Cell C’s lack of professionalism, transparency, and accountability in resolving what should be a straightforward complaint caused by their own failure to meet their obligations.
Lianne H's updateReviewer Update
26 Jan 2025, 13:54Despite setting a clear deadline of Monday, 27 January 2025, for Cell C to address my complaint, Percy, a representative from the "Executive Client Liaison Desk," has now advised that the company intends to extend their response timeline to "midweek." This is unacceptable, especially considering that this matter has already been delayed and escalated repeatedly.
Key issues remain unresolved:
- Breach of Contract: Cell C has yet to provide any proof (via email or SMS logs) that I was properly notified of the price increase in accordance with the Consumer Protection Act.
- Refund and Cancellation: There has been no confirmation of the cancellation of my contracts without penalties or a timeline for the refund of the unauthorized debit processed in December 2024.
- Threat of Legal Action: A representative named Nokuthula sent an inappropriate email threatening legal action and potential credit score damage due to the blocked debit order. This was premature and unprofessional, given the unresolved nature of the dispute.
- Lack of Accountability: The vague assurances from Cell C continue to ignore the urgency of this matter, dismissing my clearly communicated deadline.
I have also formally escalated this matter to NCC and ICASA. I am deeply frustrated by Cell C’s lack of professionalism, transparency, and accountability in resolving what should be a straightforward complaint caused by their own failure to meet their obligations.
If no resolution is provided by close of business Monday, as per my initial deadline, I will pursue all available regulatory and legal remedies.
LH
Lianne H's update26 Jan 2025, 13:54
Reviewer Update
Despite setting a clear deadline of Monday, 27 January 2025, for Cell C to address my complaint, Percy, a representative from the "Executive Client Liaison Desk," has now advised that the company intends to extend their response timeline to "midweek." This is unacceptable, especially considering that this matter has already been delayed and escalated repeatedly.
Key issues remain unresolved:
- Breach of Contract: Cell C has yet to provide any proof (via email or SMS logs) that I was properly notified of the price increase in accordance with the Consumer Protection Act.
- Refund and Cancellation: There has been no confirmation of the cancellation of my contracts without penalties or a timeline for the refund of the unauthorized debit processed in December 2024.
- Threat of Legal Action: A representative named Nokuthula sent an inappropriate email threatening legal action and potential credit score damage due to the blocked debit order. This was premature and unprofessional, given the unresolved nature of the dispute.
- Lack of Accountability: The vague assurances from Cell C continue to ignore the urgency of this matter, dismissing my clearly communicated deadline.
I have also formally escalated this matter to NCC and ICASA. I am deeply frustrated by Cell C’s lack of professionalism, transparency, and accountability in resolving what should be a straightforward complaint caused by their own failure to meet their obligations.
If no resolution is provided by close of business Monday, as per my initial deadline, I will pursue all available regulatory and legal remedies.
LH
I trust that Cell C will honor their commitment to resolving this matter by the deadline. If no resolution is received, I will escalate the issue further with NCC and ICASA, where formal complaints have already been submitted.
Lianne H's updateReviewer Update
27 Jan 2025, 12:43 I am posting this as a polite reminder to Cell C that the deadline for resolving my complaint is set for close of business today, Monday, 27 January 2025.
To date, no resolution has been provided regarding:
- Proof of notification of the price increase (via email and SMS logs).
- Cancellation of my contracts without penalties or fees due to Cell C’s breach of contract.
- Refund of the unauthorized debit processed in December 2024.
- Assurance that no action will be taken to affect my credit score during this unresolved dispute.
I trust that Cell C will honor their commitment to resolving this matter by the deadline. If no resolution is received, I will escalate the issue further with NCC and ICASA, where formal complaints have already been submitted.
Thank you.
LH
Lianne H's update27 Jan 2025, 12:43
Reviewer Update
I am posting this as a polite reminder to Cell C that the deadline for resolving my complaint is set for close of business today, Monday, 27 January 2025.
To date, no resolution has been provided regarding:
- Proof of notification of the price increase (via email and SMS logs).
- Cancellation of my contracts without penalties or fees due to Cell C’s breach of contract.
- Refund of the unauthorized debit processed in December 2024.
- Assurance that no action will be taken to affect my credit score during this unresolved dispute.
I trust that Cell C will honor their commitment to resolving this matter by the deadline. If no resolution is received, I will escalate the issue further with NCC and ICASA, where formal complaints have already been submitted.
Thank you.
LH
This matter has now been escalated to NCC and ICASA, where formal complaints have been logged and updates have been sent. I urge others to exercise caution when dealing with Cell C, as their handling of customer concerns and legal obligations remains questionable.
Lianne H's updateReviewer Update
27 Jan 2025, 16:39Cell C has sent me an email claiming that I was notified of the price increase in the November 2024 invoice. However, I never received this invoice via email until it was sent today, 27 January 2025, by Percy as part of their investigation.
Their claim that the notification was included in the invoice does not satisfy the Consumer Protection Act requirements for proper notification. A price increase requires clear and direct communication, such as a standalone email or SMS, not merely being hidden within a monthly invoice that was not even delivered.
I also note that:
- Cell C has still not provided proof of notification via logs or timestamps to show that the invoice or any related communication was sent or delivered to me.
- Cell C claims no breach of contract while failing to acknowledge their inability to fulfill the basic requirement of notifying customers.
- Their lack of accountability and continued reliance on vague responses is deeply frustrating.
This matter has now been escalated to NCC and ICASA, where formal complaints have been logged and updates have been sent. I urge others to exercise caution when dealing with Cell C, as their handling of customer concerns and legal obligations remains questionable.
LH
Lianne H's update27 Jan 2025, 16:39
Reviewer Update
Cell C has sent me an email claiming that I was notified of the price increase in the November 2024 invoice. However, I never received this invoice via email until it was sent today, 27 January 2025, by Percy as part of their investigation.
Their claim that the notification was included in the invoice does not satisfy the Consumer Protection Act requirements for proper notification. A price increase requires clear and direct communication, such as a standalone email or SMS, not merely being hidden within a monthly invoice that was not even delivered.
I also note that:
- Cell C has still not provided proof of notification via logs or timestamps to show that the invoice or any related communication was sent or delivered to me.
- Cell C claims no breach of contract while failing to acknowledge their inability to fulfill the basic requirement of notifying customers.
- Their lack of accountability and continued reliance on vague responses is deeply frustrating.
This matter has now been escalated to NCC and ICASA, where formal complaints have been logged and updates have been sent. I urge others to exercise caution when dealing with Cell C, as their handling of customer concerns and legal obligations remains questionable.
Cell C's replyOfficial
27 Jan 2025, 18:14Dear Lianne Herbert,
Thank you for your message.
We have duly noted your concerns and have escalated them to Percy for further attention. You will be provided with feedback at the earliest opportunity.
Cell C | DA
Thank you for your message.
We have duly noted your concerns and have escalated them to Percy for further attention. You will be provided with feedback at the earliest opportunity.
Cell C | DA
Cell C's reply27 Jan 2025, 18:14
Official
Dear Lianne Herbert,
Thank you for your message.
We have duly noted your concerns and have escalated them to Percy for further attention. You will be provided with feedback at the earliest opportunity.
Cell C | DA
Thank you for your message.
We have duly noted your concerns and have escalated them to Percy for further attention. You will be provided with feedback at the earliest opportunity.
Cell C | DA
Cell C's replyOfficial
27 Jan 2025, 18:17Dear Lianne Herbert,
Thank you for your message.
We have duly noted your concerns and have escalated them to Percy for further attention. You will be provided with feedback at the earliest opportunity.
Cell C | DA
Thank you for your message.
We have duly noted your concerns and have escalated them to Percy for further attention. You will be provided with feedback at the earliest opportunity.
Cell C | DA
Cell C's reply27 Jan 2025, 18:17
Official
Dear Lianne Herbert,
Thank you for your message.
We have duly noted your concerns and have escalated them to Percy for further attention. You will be provided with feedback at the earliest opportunity.
Cell C | DA
Thank you for your message.
We have duly noted your concerns and have escalated them to Percy for further attention. You will be provided with feedback at the earliest opportunity.
Cell C | DA
LH
Lianne H's updateReviewer Update
27 Jan 2025, 18:30Thank you for your acknowledgment, but this response is not sufficient. Escalating my concerns back to Percy does not address the key issues or provide any resolution.
To reiterate:
Proof of Notification:
I never received the November 2024 invoice or any other communication notifying me of the price increase until it was sent to me as part of your investigation on 27 January 2025. I have requested proof (logs or timestamps) that these communications were sent and delivered, and I have yet to receive this evidence.
Threat of Legal Action:
On 26 January 2025, a Cell C representative sent an email threatening legal action and potential damage to my credit score over a blocked debit order. This was inappropriate and unprofessional, given the unresolved dispute caused by Cell C's breach of contract.
Unresolved Key Requests:
I am still waiting for confirmation of:
Cancellation of my contracts without penalties or fees.
A refund of the unauthorized debit processed in December 2024.
Assurance that my credit score will not be affected.
Despite my repeated follow-ups and a clear deadline set for close of business Monday, 27 January 2025, no meaningful response or resolution has been provided.
If these issues remain unresolved, I will continue escalating this matter through the NCC and ICASA, where formal complaints have already been logged.
To reiterate:
Proof of Notification:
I never received the November 2024 invoice or any other communication notifying me of the price increase until it was sent to me as part of your investigation on 27 January 2025. I have requested proof (logs or timestamps) that these communications were sent and delivered, and I have yet to receive this evidence.
Threat of Legal Action:
On 26 January 2025, a Cell C representative sent an email threatening legal action and potential damage to my credit score over a blocked debit order. This was inappropriate and unprofessional, given the unresolved dispute caused by Cell C's breach of contract.
Unresolved Key Requests:
I am still waiting for confirmation of:
Cancellation of my contracts without penalties or fees.
A refund of the unauthorized debit processed in December 2024.
Assurance that my credit score will not be affected.
Despite my repeated follow-ups and a clear deadline set for close of business Monday, 27 January 2025, no meaningful response or resolution has been provided.
If these issues remain unresolved, I will continue escalating this matter through the NCC and ICASA, where formal complaints have already been logged.
LH
Lianne H's update27 Jan 2025, 18:30
Reviewer Update
Thank you for your acknowledgment, but this response is not sufficient. Escalating my concerns back to Percy does not address the key issues or provide any resolution.
To reiterate:
Proof of Notification:
I never received the November 2024 invoice or any other communication notifying me of the price increase until it was sent to me as part of your investigation on 27 January 2025. I have requested proof (logs or timestamps) that these communications were sent and delivered, and I have yet to receive this evidence.
Threat of Legal Action:
On 26 January 2025, a Cell C representative sent an email threatening legal action and potential damage to my credit score over a blocked debit order. This was inappropriate and unprofessional, given the unresolved dispute caused by Cell C's breach of contract.
Unresolved Key Requests:
I am still waiting for confirmation of:
Cancellation of my contracts without penalties or fees.
A refund of the unauthorized debit processed in December 2024.
Assurance that my credit score will not be affected.
Despite my repeated follow-ups and a clear deadline set for close of business Monday, 27 January 2025, no meaningful response or resolution has been provided.
If these issues remain unresolved, I will continue escalating this matter through the NCC and ICASA, where formal complaints have already been logged.
To reiterate:
Proof of Notification:
I never received the November 2024 invoice or any other communication notifying me of the price increase until it was sent to me as part of your investigation on 27 January 2025. I have requested proof (logs or timestamps) that these communications were sent and delivered, and I have yet to receive this evidence.
Threat of Legal Action:
On 26 January 2025, a Cell C representative sent an email threatening legal action and potential damage to my credit score over a blocked debit order. This was inappropriate and unprofessional, given the unresolved dispute caused by Cell C's breach of contract.
Unresolved Key Requests:
I am still waiting for confirmation of:
Cancellation of my contracts without penalties or fees.
A refund of the unauthorized debit processed in December 2024.
Assurance that my credit score will not be affected.
Despite my repeated follow-ups and a clear deadline set for close of business Monday, 27 January 2025, no meaningful response or resolution has been provided.
If these issues remain unresolved, I will continue escalating this matter through the NCC and ICASA, where formal complaints have already been logged.
LH
Lianne H's updateReviewer Update
28 Jan 2025, 13:58 Cell C continues to ignore my requests for written communication and has failed to provide proof of proper notification regarding their contract price increase.
Despite multiple requests for responses via email, they have instead resorted to repeatedly calling us. We have made it clear that we will only communicate in writing via email to ensure a proper record of all correspondence. However, Cell C continues to disregard this and has failed to respond to my emails with any meaningful resolution.
Additionally, Cell C:
Has not provided proof (such as email/SMS logs) that they properly notified me of the price increase before implementing it.
Only sent the November 2024 invoice on 27 January 2025, meaning I did not receive it before the price adjustment.
Refuses to acknowledge their failure to properly notify customers, instead deflecting with vague references to their terms and conditions.
Has not responded to my key requests, including contract cancellation without penalties, a refund for the unauthorized December debit, and assurance that my credit score will not be affected due to their improper handling of the issue.
Has now sent a message requesting verification via phone call, despite my repeated insistence that I require written communication for documentation purposes.
I have now escalated this matter to NCC and ICASA, as Cell C continues to ignore my deadline, delay responses, and fail to provide any resolution.
Despite multiple requests for responses via email, they have instead resorted to repeatedly calling us. We have made it clear that we will only communicate in writing via email to ensure a proper record of all correspondence. However, Cell C continues to disregard this and has failed to respond to my emails with any meaningful resolution.
Additionally, Cell C:
Has not provided proof (such as email/SMS logs) that they properly notified me of the price increase before implementing it.
Only sent the November 2024 invoice on 27 January 2025, meaning I did not receive it before the price adjustment.
Refuses to acknowledge their failure to properly notify customers, instead deflecting with vague references to their terms and conditions.
Has not responded to my key requests, including contract cancellation without penalties, a refund for the unauthorized December debit, and assurance that my credit score will not be affected due to their improper handling of the issue.
Has now sent a message requesting verification via phone call, despite my repeated insistence that I require written communication for documentation purposes.
I have now escalated this matter to NCC and ICASA, as Cell C continues to ignore my deadline, delay responses, and fail to provide any resolution.
LH
Lianne H's update28 Jan 2025, 13:58
Reviewer Update
Cell C continues to ignore my requests for written communication and has failed to provide proof of proper notification regarding their contract price increase.
Despite multiple requests for responses via email, they have instead resorted to repeatedly calling us. We have made it clear that we will only communicate in writing via email to ensure a proper record of all correspondence. However, Cell C continues to disregard this and has failed to respond to my emails with any meaningful resolution.
Additionally, Cell C:
Has not provided proof (such as email/SMS logs) that they properly notified me of the price increase before implementing it.
Only sent the November 2024 invoice on 27 January 2025, meaning I did not receive it before the price adjustment.
Refuses to acknowledge their failure to properly notify customers, instead deflecting with vague references to their terms and conditions.
Has not responded to my key requests, including contract cancellation without penalties, a refund for the unauthorized December debit, and assurance that my credit score will not be affected due to their improper handling of the issue.
Has now sent a message requesting verification via phone call, despite my repeated insistence that I require written communication for documentation purposes.
I have now escalated this matter to NCC and ICASA, as Cell C continues to ignore my deadline, delay responses, and fail to provide any resolution.
Despite multiple requests for responses via email, they have instead resorted to repeatedly calling us. We have made it clear that we will only communicate in writing via email to ensure a proper record of all correspondence. However, Cell C continues to disregard this and has failed to respond to my emails with any meaningful resolution.
Additionally, Cell C:
Has not provided proof (such as email/SMS logs) that they properly notified me of the price increase before implementing it.
Only sent the November 2024 invoice on 27 January 2025, meaning I did not receive it before the price adjustment.
Refuses to acknowledge their failure to properly notify customers, instead deflecting with vague references to their terms and conditions.
Has not responded to my key requests, including contract cancellation without penalties, a refund for the unauthorized December debit, and assurance that my credit score will not be affected due to their improper handling of the issue.
Has now sent a message requesting verification via phone call, despite my repeated insistence that I require written communication for documentation purposes.
I have now escalated this matter to NCC and ICASA, as Cell C continues to ignore my deadline, delay responses, and fail to provide any resolution.
LH
Lianne H's updateReviewer Update
28 Jan 2025, 16:16Despite repeated requests, Cell C has still failed to provide proof that they notified me about the contract price increase before it took effect. Instead, they are now claiming that the matter is resolved without addressing my key concerns.
No Proof of Notification Provided:
Cell C has refused to share email/SMS logs showing that I was notified of the price increase.
The only "notification" they refer to was hidden within an invoice that I did not receive until 27 January 2025 (after I escalated the complaint).
Ignoring Consumer Rights & Using Irrelevant Clauses:
They cite clauses 6.5 and 6.6, but these do not excuse them from failing to notify customers of a contract change as required under the Consumer Protection Act (CPA).
I have not changed my contact details—they simply failed to send proper notification.
Refusal to Refund & Denying Contract Cancellation Without Penalties:
Despite failing to properly notify me, they are refusing to refund the December 2024 debit.
They also refuse to cancel my contract without penalties, even though their failure to notify constitutes a breach of contract.
Now Avoiding Accountability by Claiming the Case is "Resolved":
They have not addressed my concerns, but instead claim that the matter is closed without providing the requested evidence.
This case has been escalated to NCC and ICASA for review.
I have once again requested proof of notification by close of business Tuesday, 28 January 2025.
If Cell C refuses to comply, I will proceed with further regulatory and legal action.
This experience highlights a complete lack of transparency and accountability from Cell C.
No Proof of Notification Provided:
Cell C has refused to share email/SMS logs showing that I was notified of the price increase.
The only "notification" they refer to was hidden within an invoice that I did not receive until 27 January 2025 (after I escalated the complaint).
Ignoring Consumer Rights & Using Irrelevant Clauses:
They cite clauses 6.5 and 6.6, but these do not excuse them from failing to notify customers of a contract change as required under the Consumer Protection Act (CPA).
I have not changed my contact details—they simply failed to send proper notification.
Refusal to Refund & Denying Contract Cancellation Without Penalties:
Despite failing to properly notify me, they are refusing to refund the December 2024 debit.
They also refuse to cancel my contract without penalties, even though their failure to notify constitutes a breach of contract.
Now Avoiding Accountability by Claiming the Case is "Resolved":
They have not addressed my concerns, but instead claim that the matter is closed without providing the requested evidence.
This case has been escalated to NCC and ICASA for review.
I have once again requested proof of notification by close of business Tuesday, 28 January 2025.
If Cell C refuses to comply, I will proceed with further regulatory and legal action.
This experience highlights a complete lack of transparency and accountability from Cell C.
LH
Lianne H's update28 Jan 2025, 16:16
Reviewer Update
Despite repeated requests, Cell C has still failed to provide proof that they notified me about the contract price increase before it took effect. Instead, they are now claiming that the matter is resolved without addressing my key concerns.
No Proof of Notification Provided:
Cell C has refused to share email/SMS logs showing that I was notified of the price increase.
The only "notification" they refer to was hidden within an invoice that I did not receive until 27 January 2025 (after I escalated the complaint).
Ignoring Consumer Rights & Using Irrelevant Clauses:
They cite clauses 6.5 and 6.6, but these do not excuse them from failing to notify customers of a contract change as required under the Consumer Protection Act (CPA).
I have not changed my contact details—they simply failed to send proper notification.
Refusal to Refund & Denying Contract Cancellation Without Penalties:
Despite failing to properly notify me, they are refusing to refund the December 2024 debit.
They also refuse to cancel my contract without penalties, even though their failure to notify constitutes a breach of contract.
Now Avoiding Accountability by Claiming the Case is "Resolved":
They have not addressed my concerns, but instead claim that the matter is closed without providing the requested evidence.
This case has been escalated to NCC and ICASA for review.
I have once again requested proof of notification by close of business Tuesday, 28 January 2025.
If Cell C refuses to comply, I will proceed with further regulatory and legal action.
This experience highlights a complete lack of transparency and accountability from Cell C.
No Proof of Notification Provided:
Cell C has refused to share email/SMS logs showing that I was notified of the price increase.
The only "notification" they refer to was hidden within an invoice that I did not receive until 27 January 2025 (after I escalated the complaint).
Ignoring Consumer Rights & Using Irrelevant Clauses:
They cite clauses 6.5 and 6.6, but these do not excuse them from failing to notify customers of a contract change as required under the Consumer Protection Act (CPA).
I have not changed my contact details—they simply failed to send proper notification.
Refusal to Refund & Denying Contract Cancellation Without Penalties:
Despite failing to properly notify me, they are refusing to refund the December 2024 debit.
They also refuse to cancel my contract without penalties, even though their failure to notify constitutes a breach of contract.
Now Avoiding Accountability by Claiming the Case is "Resolved":
They have not addressed my concerns, but instead claim that the matter is closed without providing the requested evidence.
This case has been escalated to NCC and ICASA for review.
I have once again requested proof of notification by close of business Tuesday, 28 January 2025.
If Cell C refuses to comply, I will proceed with further regulatory and legal action.
This experience highlights a complete lack of transparency and accountability from Cell C.
Cell C's replyOfficial
28 Jan 2025, 16:36Dear Lianne Herbert,
We regard this matter as resolved and believe that all of your concerns have been adequately addressed. Furthermore, we have provided feedback on this issue to ICASA.
Cell C | DA
We regard this matter as resolved and believe that all of your concerns have been adequately addressed. Furthermore, we have provided feedback on this issue to ICASA.
Cell C | DA
Cell C's reply28 Jan 2025, 16:36
Official
Dear Lianne Herbert,
We regard this matter as resolved and believe that all of your concerns have been adequately addressed. Furthermore, we have provided feedback on this issue to ICASA.
Cell C | DA
We regard this matter as resolved and believe that all of your concerns have been adequately addressed. Furthermore, we have provided feedback on this issue to ICASA.
Cell C | DA
LH
Lianne H's updateReviewer Update
28 Jan 2025, 16:40I formally reject your claim that this matter is resolved, as you have failed to provide proof that I was properly notified of the price increase before it took effect.
You have ignored my repeated requests for:
Logs or timestamps proving that the price increase notification was sent via email or SMS and successfully delivered.
Cancellation of my contracts without penalties, as you failed to notify me in line with the Consumer Protection Act.
A refund of the unauthorized debit processed in December 2024 when the price increase was first implemented.
Furthermore, you state that you have provided feedback to ICASA, but I will be verifying this directly with them to ensure that your response accurately reflects the facts.
This matter remains unresolved, and I have escalated it with ICASA and NCC, who are now reviewing your non-compliance with consumer protection laws.
I will continue to provide updates here until a proper resolution is reached.
You have ignored my repeated requests for:
Logs or timestamps proving that the price increase notification was sent via email or SMS and successfully delivered.
Cancellation of my contracts without penalties, as you failed to notify me in line with the Consumer Protection Act.
A refund of the unauthorized debit processed in December 2024 when the price increase was first implemented.
Furthermore, you state that you have provided feedback to ICASA, but I will be verifying this directly with them to ensure that your response accurately reflects the facts.
This matter remains unresolved, and I have escalated it with ICASA and NCC, who are now reviewing your non-compliance with consumer protection laws.
I will continue to provide updates here until a proper resolution is reached.
LH
Lianne H's update28 Jan 2025, 16:40
Reviewer Update
I formally reject your claim that this matter is resolved, as you have failed to provide proof that I was properly notified of the price increase before it took effect.
You have ignored my repeated requests for:
Logs or timestamps proving that the price increase notification was sent via email or SMS and successfully delivered.
Cancellation of my contracts without penalties, as you failed to notify me in line with the Consumer Protection Act.
A refund of the unauthorized debit processed in December 2024 when the price increase was first implemented.
Furthermore, you state that you have provided feedback to ICASA, but I will be verifying this directly with them to ensure that your response accurately reflects the facts.
This matter remains unresolved, and I have escalated it with ICASA and NCC, who are now reviewing your non-compliance with consumer protection laws.
I will continue to provide updates here until a proper resolution is reached.
You have ignored my repeated requests for:
Logs or timestamps proving that the price increase notification was sent via email or SMS and successfully delivered.
Cancellation of my contracts without penalties, as you failed to notify me in line with the Consumer Protection Act.
A refund of the unauthorized debit processed in December 2024 when the price increase was first implemented.
Furthermore, you state that you have provided feedback to ICASA, but I will be verifying this directly with them to ensure that your response accurately reflects the facts.
This matter remains unresolved, and I have escalated it with ICASA and NCC, who are now reviewing your non-compliance with consumer protection laws.
I will continue to provide updates here until a proper resolution is reached.
LH
Lianne H's updateReviewer Update
29 Jan 2025, 13:45Despite my ongoing dispute, Cell C has debited my account on 27 January 2025 even though I placed a stop payment through my bank app to prevent the charge.
This highlights serious misconduct on their part:
They processed an unauthorized debit while ignoring my dispute.
They refuse to provide proof that I was properly notified of the price increase.
They stopped responding to my emails and Hello Peter reviews.
Cell C also falsely claimed they provided feedback to ICASA, but I have yet to receive confirmation of this.
This level of customer mistreatment, unauthorized billing, and refusal to address disputes is unacceptable.
This highlights serious misconduct on their part:
They processed an unauthorized debit while ignoring my dispute.
They refuse to provide proof that I was properly notified of the price increase.
They stopped responding to my emails and Hello Peter reviews.
Cell C also falsely claimed they provided feedback to ICASA, but I have yet to receive confirmation of this.
This level of customer mistreatment, unauthorized billing, and refusal to address disputes is unacceptable.
LH
Lianne H's update29 Jan 2025, 13:45
Reviewer Update
Despite my ongoing dispute, Cell C has debited my account on 27 January 2025 even though I placed a stop payment through my bank app to prevent the charge.
This highlights serious misconduct on their part:
They processed an unauthorized debit while ignoring my dispute.
They refuse to provide proof that I was properly notified of the price increase.
They stopped responding to my emails and Hello Peter reviews.
Cell C also falsely claimed they provided feedback to ICASA, but I have yet to receive confirmation of this.
This level of customer mistreatment, unauthorized billing, and refusal to address disputes is unacceptable.
This highlights serious misconduct on their part:
They processed an unauthorized debit while ignoring my dispute.
They refuse to provide proof that I was properly notified of the price increase.
They stopped responding to my emails and Hello Peter reviews.
Cell C also falsely claimed they provided feedback to ICASA, but I have yet to receive confirmation of this.
This level of customer mistreatment, unauthorized billing, and refusal to address disputes is unacceptable.
LH
Lianne H's updateReviewer Update
29 Jan 2025, 15:33Cell C’s handling of my complaint has gone from delays and ignoring emails to completely contradicting their own claims.
Previously, Cell C stated that the price increase was communicated in November 2024. However, I have now received an email from them claiming that the notification was actually sent on 1 December 2024.
Key Issues With Cell C’s Response:
Contradictory Statements on Notification Timing
First, they insisted I was notified in November 2024 via my invoice.
Now, they claim the notification was sent on 1 December 2024, but provide no proof of how or when this happened.
Still No Proof of Notification
Cell C has not provided any logs, timestamps, or delivery records showing that they notified me before the price increase.
They continue to rely on vague statements rather than producing actual evidence.
Unjustified Early Cancellation Fees
Cell C is still refusing to cancel my contract without penalty, despite their failure to properly notify me.
A clause stating that "prices might change" in a contract does not override consumer protection laws that require clear and direct notification of price adjustments.
Previously, Cell C stated that the price increase was communicated in November 2024. However, I have now received an email from them claiming that the notification was actually sent on 1 December 2024.
Key Issues With Cell C’s Response:
Contradictory Statements on Notification Timing
First, they insisted I was notified in November 2024 via my invoice.
Now, they claim the notification was sent on 1 December 2024, but provide no proof of how or when this happened.
Still No Proof of Notification
Cell C has not provided any logs, timestamps, or delivery records showing that they notified me before the price increase.
They continue to rely on vague statements rather than producing actual evidence.
Unjustified Early Cancellation Fees
Cell C is still refusing to cancel my contract without penalty, despite their failure to properly notify me.
A clause stating that "prices might change" in a contract does not override consumer protection laws that require clear and direct notification of price adjustments.
LH
Lianne H's update29 Jan 2025, 15:33
Reviewer Update
Cell C’s handling of my complaint has gone from delays and ignoring emails to completely contradicting their own claims.
Previously, Cell C stated that the price increase was communicated in November 2024. However, I have now received an email from them claiming that the notification was actually sent on 1 December 2024.
Key Issues With Cell C’s Response:
Contradictory Statements on Notification Timing
First, they insisted I was notified in November 2024 via my invoice.
Now, they claim the notification was sent on 1 December 2024, but provide no proof of how or when this happened.
Still No Proof of Notification
Cell C has not provided any logs, timestamps, or delivery records showing that they notified me before the price increase.
They continue to rely on vague statements rather than producing actual evidence.
Unjustified Early Cancellation Fees
Cell C is still refusing to cancel my contract without penalty, despite their failure to properly notify me.
A clause stating that "prices might change" in a contract does not override consumer protection laws that require clear and direct notification of price adjustments.
Previously, Cell C stated that the price increase was communicated in November 2024. However, I have now received an email from them claiming that the notification was actually sent on 1 December 2024.
Key Issues With Cell C’s Response:
Contradictory Statements on Notification Timing
First, they insisted I was notified in November 2024 via my invoice.
Now, they claim the notification was sent on 1 December 2024, but provide no proof of how or when this happened.
Still No Proof of Notification
Cell C has not provided any logs, timestamps, or delivery records showing that they notified me before the price increase.
They continue to rely on vague statements rather than producing actual evidence.
Unjustified Early Cancellation Fees
Cell C is still refusing to cancel my contract without penalty, despite their failure to properly notify me.
A clause stating that "prices might change" in a contract does not override consumer protection laws that require clear and direct notification of price adjustments.
LH
Lianne H's updateReviewer Update
29 Jan 2025, 16:41I find it highly concerning that instead of providing a meaningful response, you are now asking if I would "like" the matter to be escalated. This matter should have already been escalated and resolved.
Key Unresolved Issues:
Contradictory Statements About Notification Timing
First, you claimed the price increase notification was sent in November 2024.
Then, you changed the claim to December 1, 2024.
Still no proof has been provided—no timestamps, no email/SMS delivery confirmation.
Unauthorized Debit Processed on January 27, 2025
I placed a stop payment with my bank, yet Cell C still processed the debit order.
This was done while my contract dispute remains unresolved, which is completely unacceptable.
Cell C has ignored my formal refund request.
Refusal to Cancel My Contract Without Penalties
Cell C failed to properly notify me of the price increase, meaning my contract was adjusted ********ly.
Yet, you are still demanding early cancellation fees, despite your own failure to comply with consumer protection laws.
No Response to My Formal Emails & Escalation Requests
I have emailed multiple times, including requesting formal responses from Percy and other Cell C representatives.
Cell C has been delaying instead of addressing my concerns.
Key Unresolved Issues:
Contradictory Statements About Notification Timing
First, you claimed the price increase notification was sent in November 2024.
Then, you changed the claim to December 1, 2024.
Still no proof has been provided—no timestamps, no email/SMS delivery confirmation.
Unauthorized Debit Processed on January 27, 2025
I placed a stop payment with my bank, yet Cell C still processed the debit order.
This was done while my contract dispute remains unresolved, which is completely unacceptable.
Cell C has ignored my formal refund request.
Refusal to Cancel My Contract Without Penalties
Cell C failed to properly notify me of the price increase, meaning my contract was adjusted ********ly.
Yet, you are still demanding early cancellation fees, despite your own failure to comply with consumer protection laws.
No Response to My Formal Emails & Escalation Requests
I have emailed multiple times, including requesting formal responses from Percy and other Cell C representatives.
Cell C has been delaying instead of addressing my concerns.
LH
Lianne H's update29 Jan 2025, 16:41
Reviewer Update
I find it highly concerning that instead of providing a meaningful response, you are now asking if I would "like" the matter to be escalated. This matter should have already been escalated and resolved.
Key Unresolved Issues:
Contradictory Statements About Notification Timing
First, you claimed the price increase notification was sent in November 2024.
Then, you changed the claim to December 1, 2024.
Still no proof has been provided—no timestamps, no email/SMS delivery confirmation.
Unauthorized Debit Processed on January 27, 2025
I placed a stop payment with my bank, yet Cell C still processed the debit order.
This was done while my contract dispute remains unresolved, which is completely unacceptable.
Cell C has ignored my formal refund request.
Refusal to Cancel My Contract Without Penalties
Cell C failed to properly notify me of the price increase, meaning my contract was adjusted ********ly.
Yet, you are still demanding early cancellation fees, despite your own failure to comply with consumer protection laws.
No Response to My Formal Emails & Escalation Requests
I have emailed multiple times, including requesting formal responses from Percy and other Cell C representatives.
Cell C has been delaying instead of addressing my concerns.
Key Unresolved Issues:
Contradictory Statements About Notification Timing
First, you claimed the price increase notification was sent in November 2024.
Then, you changed the claim to December 1, 2024.
Still no proof has been provided—no timestamps, no email/SMS delivery confirmation.
Unauthorized Debit Processed on January 27, 2025
I placed a stop payment with my bank, yet Cell C still processed the debit order.
This was done while my contract dispute remains unresolved, which is completely unacceptable.
Cell C has ignored my formal refund request.
Refusal to Cancel My Contract Without Penalties
Cell C failed to properly notify me of the price increase, meaning my contract was adjusted ********ly.
Yet, you are still demanding early cancellation fees, despite your own failure to comply with consumer protection laws.
No Response to My Formal Emails & Escalation Requests
I have emailed multiple times, including requesting formal responses from Percy and other Cell C representatives.
Cell C has been delaying instead of addressing my concerns.
LH
Lianne H's updateReviewer Update
30 Jan 2025, 15:01Your response remains inconsistent and misleading, and the key issues remain unresolved.
1. Failure to Provide Proof of Notification
You continue to claim that I was notified via my November 2024 invoice, yet you have not provided any email or SMS logs proving this was sent and delivered. Simply stating that the notification was included in an invoice is not sufficient proof. If the notification was properly sent, Cell C should have no issue providing logs and timestamps confirming this.
Additionally, Percy has stopped responding to my emails, meaning I have received no concrete proof from Cell C’s side to justify your claim.
2. Unauthorized Debit on 27 January 2025
You have stated that I must continue paying while the dispute is ongoing, which is incorrect and misleading. Consumer protection laws do not require a customer to continue paying disputed amounts when the service provider is the one under investigation.
Furthermore, NCC has not even allocated my case yet, which proves that Cell C is simply delaying to continue charging me while avoiding accountability.
3. Refusal to Cancel My Contract Without Penalties
You claim that even if the resolution is in my favor, cancellation without penalties would not be justified. This statement contradicts consumer protection laws, which clearly state that if a contract change was made without proper notification, the customer has the right to cancel without penalty.
You have failed to prove that I was properly notified, which means my request for cancellation without penalties is valid. Until you can provide actual proof of notification, your insistence on enforcing penalties is unjustified.
4. NCC Confirms My Case Has Not Even Been Allocated Yet
Cell C falsely imp**** that ICASA has already reviewed my case, yet NCC has confirmed via phone call that my case has not even been allocated yet. This contradiction shows that Cell C is providing misleading information and attempting to stall my complaint while continuing to charge me unfairly.
1. Failure to Provide Proof of Notification
You continue to claim that I was notified via my November 2024 invoice, yet you have not provided any email or SMS logs proving this was sent and delivered. Simply stating that the notification was included in an invoice is not sufficient proof. If the notification was properly sent, Cell C should have no issue providing logs and timestamps confirming this.
Additionally, Percy has stopped responding to my emails, meaning I have received no concrete proof from Cell C’s side to justify your claim.
2. Unauthorized Debit on 27 January 2025
You have stated that I must continue paying while the dispute is ongoing, which is incorrect and misleading. Consumer protection laws do not require a customer to continue paying disputed amounts when the service provider is the one under investigation.
Furthermore, NCC has not even allocated my case yet, which proves that Cell C is simply delaying to continue charging me while avoiding accountability.
3. Refusal to Cancel My Contract Without Penalties
You claim that even if the resolution is in my favor, cancellation without penalties would not be justified. This statement contradicts consumer protection laws, which clearly state that if a contract change was made without proper notification, the customer has the right to cancel without penalty.
You have failed to prove that I was properly notified, which means my request for cancellation without penalties is valid. Until you can provide actual proof of notification, your insistence on enforcing penalties is unjustified.
4. NCC Confirms My Case Has Not Even Been Allocated Yet
Cell C falsely imp**** that ICASA has already reviewed my case, yet NCC has confirmed via phone call that my case has not even been allocated yet. This contradiction shows that Cell C is providing misleading information and attempting to stall my complaint while continuing to charge me unfairly.
LH
Lianne H's update30 Jan 2025, 15:01
Reviewer Update
Your response remains inconsistent and misleading, and the key issues remain unresolved.
1. Failure to Provide Proof of Notification
You continue to claim that I was notified via my November 2024 invoice, yet you have not provided any email or SMS logs proving this was sent and delivered. Simply stating that the notification was included in an invoice is not sufficient proof. If the notification was properly sent, Cell C should have no issue providing logs and timestamps confirming this.
Additionally, Percy has stopped responding to my emails, meaning I have received no concrete proof from Cell C’s side to justify your claim.
2. Unauthorized Debit on 27 January 2025
You have stated that I must continue paying while the dispute is ongoing, which is incorrect and misleading. Consumer protection laws do not require a customer to continue paying disputed amounts when the service provider is the one under investigation.
Furthermore, NCC has not even allocated my case yet, which proves that Cell C is simply delaying to continue charging me while avoiding accountability.
3. Refusal to Cancel My Contract Without Penalties
You claim that even if the resolution is in my favor, cancellation without penalties would not be justified. This statement contradicts consumer protection laws, which clearly state that if a contract change was made without proper notification, the customer has the right to cancel without penalty.
You have failed to prove that I was properly notified, which means my request for cancellation without penalties is valid. Until you can provide actual proof of notification, your insistence on enforcing penalties is unjustified.
4. NCC Confirms My Case Has Not Even Been Allocated Yet
Cell C falsely imp**** that ICASA has already reviewed my case, yet NCC has confirmed via phone call that my case has not even been allocated yet. This contradiction shows that Cell C is providing misleading information and attempting to stall my complaint while continuing to charge me unfairly.
1. Failure to Provide Proof of Notification
You continue to claim that I was notified via my November 2024 invoice, yet you have not provided any email or SMS logs proving this was sent and delivered. Simply stating that the notification was included in an invoice is not sufficient proof. If the notification was properly sent, Cell C should have no issue providing logs and timestamps confirming this.
Additionally, Percy has stopped responding to my emails, meaning I have received no concrete proof from Cell C’s side to justify your claim.
2. Unauthorized Debit on 27 January 2025
You have stated that I must continue paying while the dispute is ongoing, which is incorrect and misleading. Consumer protection laws do not require a customer to continue paying disputed amounts when the service provider is the one under investigation.
Furthermore, NCC has not even allocated my case yet, which proves that Cell C is simply delaying to continue charging me while avoiding accountability.
3. Refusal to Cancel My Contract Without Penalties
You claim that even if the resolution is in my favor, cancellation without penalties would not be justified. This statement contradicts consumer protection laws, which clearly state that if a contract change was made without proper notification, the customer has the right to cancel without penalty.
You have failed to prove that I was properly notified, which means my request for cancellation without penalties is valid. Until you can provide actual proof of notification, your insistence on enforcing penalties is unjustified.
4. NCC Confirms My Case Has Not Even Been Allocated Yet
Cell C falsely imp**** that ICASA has already reviewed my case, yet NCC has confirmed via phone call that my case has not even been allocated yet. This contradiction shows that Cell C is providing misleading information and attempting to stall my complaint while continuing to charge me unfairly.
LH
Lianne H's updateReviewer Update
30 Jan 2025, 15:21Your response is misleading, as I have not received any email from your support team. If an email was truly sent, you should have no issue providing a timestamped delivery log as proof.
I have also checked my spam/junk folder, and nothing was received from Cell C.
Provide a timestamped proof of the email you claim to have sent or stop misleading customers.
I have also checked my spam/junk folder, and nothing was received from Cell C.
Provide a timestamped proof of the email you claim to have sent or stop misleading customers.
LH
Lianne H's update30 Jan 2025, 15:21
Reviewer Update
Your response is misleading, as I have not received any email from your support team. If an email was truly sent, you should have no issue providing a timestamped delivery log as proof.
I have also checked my spam/junk folder, and nothing was received from Cell C.
Provide a timestamped proof of the email you claim to have sent or stop misleading customers.
I have also checked my spam/junk folder, and nothing was received from Cell C.
Provide a timestamped proof of the email you claim to have sent or stop misleading customers.
LH
Lianne H's updateReviewer Update
31 Jan 2025, 12:24Cell C has now completely stopped responding after being asked to provide proof that they sent an email to me.
They claim they sent an email, yet they cannot provide a timestamp, delivery log, or any proof.
I have checked my spam/junk folder, and no such email was received.
Despite my repeated requests, Cell C has chosen to remain silent instead of engaging honestly.
This is yet another example of Cell C’s dishonest business practices, failure to engage with customers, and deliberate avoidance of accountability.
They claim they sent an email, yet they cannot provide a timestamp, delivery log, or any proof.
I have checked my spam/junk folder, and no such email was received.
Despite my repeated requests, Cell C has chosen to remain silent instead of engaging honestly.
This is yet another example of Cell C’s dishonest business practices, failure to engage with customers, and deliberate avoidance of accountability.
LH
Lianne H's update31 Jan 2025, 12:24
Reviewer Update
Cell C has now completely stopped responding after being asked to provide proof that they sent an email to me.
They claim they sent an email, yet they cannot provide a timestamp, delivery log, or any proof.
I have checked my spam/junk folder, and no such email was received.
Despite my repeated requests, Cell C has chosen to remain silent instead of engaging honestly.
This is yet another example of Cell C’s dishonest business practices, failure to engage with customers, and deliberate avoidance of accountability.
They claim they sent an email, yet they cannot provide a timestamp, delivery log, or any proof.
I have checked my spam/junk folder, and no such email was received.
Despite my repeated requests, Cell C has chosen to remain silent instead of engaging honestly.
This is yet another example of Cell C’s dishonest business practices, failure to engage with customers, and deliberate avoidance of accountability.
LH
Lianne H's updateReviewer Update
31 Jan 2025, 16:27Cell C continues to ignore my request for written communication and instead called me despite clear instructions that all communication must be in writing.
This is a deliberate attempt to avoid accountability, as they still:
Have not provided proof of the email they claim was sent.
Refuse to provide email/SMS logs proving notification of the price increase.
Are ignoring my request for written confirmation regarding my contract cancellation and refund.
This is a deliberate attempt to avoid accountability, as they still:
Have not provided proof of the email they claim was sent.
Refuse to provide email/SMS logs proving notification of the price increase.
Are ignoring my request for written confirmation regarding my contract cancellation and refund.
LH
Lianne H's update31 Jan 2025, 16:27
Reviewer Update
Cell C continues to ignore my request for written communication and instead called me despite clear instructions that all communication must be in writing.
This is a deliberate attempt to avoid accountability, as they still:
Have not provided proof of the email they claim was sent.
Refuse to provide email/SMS logs proving notification of the price increase.
Are ignoring my request for written confirmation regarding my contract cancellation and refund.
This is a deliberate attempt to avoid accountability, as they still:
Have not provided proof of the email they claim was sent.
Refuse to provide email/SMS logs proving notification of the price increase.
Are ignoring my request for written confirmation regarding my contract cancellation and refund.
LH
Lianne H's updateReviewer Update
01 Feb 2025, 15:47Cell C has ignored my previous complaint and still refuses to provide written confirmation of my contract cancellation, refund, or proof that they notified me of the price increase. This ongoing lack of accountability is unacceptable.
LH
Lianne H's update01 Feb 2025, 15:47
Reviewer Update
Cell C has ignored my previous complaint and still refuses to provide written confirmation of my contract cancellation, refund, or proof that they notified me of the price increase. This ongoing lack of accountability is unacceptable.
LH
Lianne H's updateReviewer Update
02 Feb 2025, 11:07Cell C has now completely stopped responding via email and Hello Peter, and they have stopped issuing reference numbers for my case.
Despite my clear request for written communication, they keep calling me instead of providing written responses. This is clearly a deliberate tactic to avoid accountability and ensure there is no written record of their failure to resolve my complaint.
Key Unresolved Issues:
No proof of the email they claim to have sent.
No proof that I was notified of the price increase before it took effect.
No refund for the unauthorized debits for January 2025 and December 2024.
No confirmation of contract cancellation without penalties.
I have received confirmation from NCC that my complaint has been formally logged.
Warning to other customers - Cell C will stop responding if they want to avoid providing proof. Be very cautious when dealing with them.
Cell C – You are still expected to provide a response in writing. Stop calling and respond via email as requested.
Despite my clear request for written communication, they keep calling me instead of providing written responses. This is clearly a deliberate tactic to avoid accountability and ensure there is no written record of their failure to resolve my complaint.
Key Unresolved Issues:
No proof of the email they claim to have sent.
No proof that I was notified of the price increase before it took effect.
No refund for the unauthorized debits for January 2025 and December 2024.
No confirmation of contract cancellation without penalties.
I have received confirmation from NCC that my complaint has been formally logged.
Warning to other customers - Cell C will stop responding if they want to avoid providing proof. Be very cautious when dealing with them.
Cell C – You are still expected to provide a response in writing. Stop calling and respond via email as requested.
LH
Lianne H's update02 Feb 2025, 11:07
Reviewer Update
Cell C has now completely stopped responding via email and Hello Peter, and they have stopped issuing reference numbers for my case.
Despite my clear request for written communication, they keep calling me instead of providing written responses. This is clearly a deliberate tactic to avoid accountability and ensure there is no written record of their failure to resolve my complaint.
Key Unresolved Issues:
No proof of the email they claim to have sent.
No proof that I was notified of the price increase before it took effect.
No refund for the unauthorized debits for January 2025 and December 2024.
No confirmation of contract cancellation without penalties.
I have received confirmation from NCC that my complaint has been formally logged.
Warning to other customers - Cell C will stop responding if they want to avoid providing proof. Be very cautious when dealing with them.
Cell C – You are still expected to provide a response in writing. Stop calling and respond via email as requested.
Despite my clear request for written communication, they keep calling me instead of providing written responses. This is clearly a deliberate tactic to avoid accountability and ensure there is no written record of their failure to resolve my complaint.
Key Unresolved Issues:
No proof of the email they claim to have sent.
No proof that I was notified of the price increase before it took effect.
No refund for the unauthorized debits for January 2025 and December 2024.
No confirmation of contract cancellation without penalties.
I have received confirmation from NCC that my complaint has been formally logged.
Warning to other customers - Cell C will stop responding if they want to avoid providing proof. Be very cautious when dealing with them.
Cell C – You are still expected to provide a response in writing. Stop calling and respond via email as requested.
LH
Lianne H's updateReviewer Update
02 Feb 2025, 15:26Your response continues to be misleading and lacks transparency.
You claim that an "investigation conclusion email" was sent on 28 January 2025 at 16:03, yet this email contained no proof of proper notification.
Key Issues That Remain Unresolved
The only attachment in the email was a November 2024 invoice—which should have been received in November, not in January 2025.
You also claim an email was sent in November 2024 notifying me of the price increase, but no such email was received.
No proof has been provided that I was properly notified of the price increase before it took effect.
No email or SMS logs proving notification was sent and received have been provided.
No justification for the unauthorized debits in December 2024 and January 2025 has been given.
If you actually sent a notification, provide real proof:
Email delivery logs proving it was sent and received.
DMARC authentication reports verifying successful delivery.
A full copy of the notification message with timestamps.
Until Cell C provides actual evidence, this matter remains unresolved, and I will escalate it further.
You claim that an "investigation conclusion email" was sent on 28 January 2025 at 16:03, yet this email contained no proof of proper notification.
Key Issues That Remain Unresolved
The only attachment in the email was a November 2024 invoice—which should have been received in November, not in January 2025.
You also claim an email was sent in November 2024 notifying me of the price increase, but no such email was received.
No proof has been provided that I was properly notified of the price increase before it took effect.
No email or SMS logs proving notification was sent and received have been provided.
No justification for the unauthorized debits in December 2024 and January 2025 has been given.
If you actually sent a notification, provide real proof:
Email delivery logs proving it was sent and received.
DMARC authentication reports verifying successful delivery.
A full copy of the notification message with timestamps.
Until Cell C provides actual evidence, this matter remains unresolved, and I will escalate it further.
LH
Lianne H's update02 Feb 2025, 15:26
Reviewer Update
Your response continues to be misleading and lacks transparency.
You claim that an "investigation conclusion email" was sent on 28 January 2025 at 16:03, yet this email contained no proof of proper notification.
Key Issues That Remain Unresolved
The only attachment in the email was a November 2024 invoice—which should have been received in November, not in January 2025.
You also claim an email was sent in November 2024 notifying me of the price increase, but no such email was received.
No proof has been provided that I was properly notified of the price increase before it took effect.
No email or SMS logs proving notification was sent and received have been provided.
No justification for the unauthorized debits in December 2024 and January 2025 has been given.
If you actually sent a notification, provide real proof:
Email delivery logs proving it was sent and received.
DMARC authentication reports verifying successful delivery.
A full copy of the notification message with timestamps.
Until Cell C provides actual evidence, this matter remains unresolved, and I will escalate it further.
You claim that an "investigation conclusion email" was sent on 28 January 2025 at 16:03, yet this email contained no proof of proper notification.
Key Issues That Remain Unresolved
The only attachment in the email was a November 2024 invoice—which should have been received in November, not in January 2025.
You also claim an email was sent in November 2024 notifying me of the price increase, but no such email was received.
No proof has been provided that I was properly notified of the price increase before it took effect.
No email or SMS logs proving notification was sent and received have been provided.
No justification for the unauthorized debits in December 2024 and January 2025 has been given.
If you actually sent a notification, provide real proof:
Email delivery logs proving it was sent and received.
DMARC authentication reports verifying successful delivery.
A full copy of the notification message with timestamps.
Until Cell C provides actual evidence, this matter remains unresolved, and I will escalate it further.
LH
Lianne H's updateReviewer Update
02 Feb 2025, 18:28I was informed via your official Facebook page that your team has been instructed to respond to my complaint via email and provide written proof of notification regarding the price increase.
Instead of sending the promised proof, you attempted to call me again despite my clear and repeated instructions to communicate in writing.
This is a deliberate attempt to avoid accountability and refuse to provide proof of notification.
To resolve this matter, I require the following:
Email and SMS delivery logs confirming the notification was sent and received.
Timestamps and message content proving the price increase was communicated.
A full copy of the email and SMS allegedly sent.
Stop calling me and respond in writing as promised.
Instead of sending the promised proof, you attempted to call me again despite my clear and repeated instructions to communicate in writing.
This is a deliberate attempt to avoid accountability and refuse to provide proof of notification.
To resolve this matter, I require the following:
Email and SMS delivery logs confirming the notification was sent and received.
Timestamps and message content proving the price increase was communicated.
A full copy of the email and SMS allegedly sent.
Stop calling me and respond in writing as promised.
LH
Lianne H's update02 Feb 2025, 18:28
Reviewer Update
I was informed via your official Facebook page that your team has been instructed to respond to my complaint via email and provide written proof of notification regarding the price increase.
Instead of sending the promised proof, you attempted to call me again despite my clear and repeated instructions to communicate in writing.
This is a deliberate attempt to avoid accountability and refuse to provide proof of notification.
To resolve this matter, I require the following:
Email and SMS delivery logs confirming the notification was sent and received.
Timestamps and message content proving the price increase was communicated.
A full copy of the email and SMS allegedly sent.
Stop calling me and respond in writing as promised.
Instead of sending the promised proof, you attempted to call me again despite my clear and repeated instructions to communicate in writing.
This is a deliberate attempt to avoid accountability and refuse to provide proof of notification.
To resolve this matter, I require the following:
Email and SMS delivery logs confirming the notification was sent and received.
Timestamps and message content proving the price increase was communicated.
A full copy of the email and SMS allegedly sent.
Stop calling me and respond in writing as promised.
LH
Lianne H's updateReviewer Update
03 Feb 2025, 15:51Cell C’s latest response proves that they are contradicting their own statements and failing to provide proper proof of notification.
Key Issues with Their Latest "Proof":
They originally claimed that notification was sent in November 2024, but now their own IT report states the SMS was sent on 31 October 2024.
No SMS was received on 31 October on either of our numbers.
They have failed to provide SMS delivery confirmation proving that the message was received.
They refuse to provide the actual content of the SMS, meaning they cannot prove what was sent.
They are ignoring repeated requests for email delivery logs, timestamps, and actual proof that an email was sent.
Cell C, I demand the following immediately:
Proof that the SMS was delivered, not just sent.
A full copy of the SMS message you claim was sent.
Email logs proving that an email notification was sent before the price increase.
Until Cell C provides actual proof, this matter remains unresolved. I will continue escalating and exposing their failure to comply with consumer protection laws.
Key Issues with Their Latest "Proof":
They originally claimed that notification was sent in November 2024, but now their own IT report states the SMS was sent on 31 October 2024.
No SMS was received on 31 October on either of our numbers.
They have failed to provide SMS delivery confirmation proving that the message was received.
They refuse to provide the actual content of the SMS, meaning they cannot prove what was sent.
They are ignoring repeated requests for email delivery logs, timestamps, and actual proof that an email was sent.
Cell C, I demand the following immediately:
Proof that the SMS was delivered, not just sent.
A full copy of the SMS message you claim was sent.
Email logs proving that an email notification was sent before the price increase.
Until Cell C provides actual proof, this matter remains unresolved. I will continue escalating and exposing their failure to comply with consumer protection laws.
LH
Lianne H's update03 Feb 2025, 15:51
Reviewer Update
Cell C’s latest response proves that they are contradicting their own statements and failing to provide proper proof of notification.
Key Issues with Their Latest "Proof":
They originally claimed that notification was sent in November 2024, but now their own IT report states the SMS was sent on 31 October 2024.
No SMS was received on 31 October on either of our numbers.
They have failed to provide SMS delivery confirmation proving that the message was received.
They refuse to provide the actual content of the SMS, meaning they cannot prove what was sent.
They are ignoring repeated requests for email delivery logs, timestamps, and actual proof that an email was sent.
Cell C, I demand the following immediately:
Proof that the SMS was delivered, not just sent.
A full copy of the SMS message you claim was sent.
Email logs proving that an email notification was sent before the price increase.
Until Cell C provides actual proof, this matter remains unresolved. I will continue escalating and exposing their failure to comply with consumer protection laws.
Key Issues with Their Latest "Proof":
They originally claimed that notification was sent in November 2024, but now their own IT report states the SMS was sent on 31 October 2024.
No SMS was received on 31 October on either of our numbers.
They have failed to provide SMS delivery confirmation proving that the message was received.
They refuse to provide the actual content of the SMS, meaning they cannot prove what was sent.
They are ignoring repeated requests for email delivery logs, timestamps, and actual proof that an email was sent.
Cell C, I demand the following immediately:
Proof that the SMS was delivered, not just sent.
A full copy of the SMS message you claim was sent.
Email logs proving that an email notification was sent before the price increase.
Until Cell C provides actual proof, this matter remains unresolved. I will continue escalating and exposing their failure to comply with consumer protection laws.
LH
Lianne H's updateReviewer Update
03 Feb 2025, 16:13Cell C’s Price Increase Notification is Invalid
Cell C continues to contradict itself and fail to provide actual proof that I was properly notified of the price increase before it took effect.
Key Issues with Cell C’s Response:
The price increase message was sent from a marketing number, the same one used for promotions.
They previously claimed notification was sent in November 2024, but now say it was sent in October 2024.
They have refused to provide email logs proving an email notification was sent.
They have not provided proof that an SMS from a marketing number is a valid form of contract communication.
If Cell C truly notified me, they should provide:
A full copy of the email that was allegedly sent.
Delivery logs proving that the email was received.
Confirmation that sending a contract change notification via a marketing number complies with the terms of my contract.
Until Cell C provides real proof, this matter remains unresolved.
Cell C continues to contradict itself and fail to provide actual proof that I was properly notified of the price increase before it took effect.
Key Issues with Cell C’s Response:
The price increase message was sent from a marketing number, the same one used for promotions.
They previously claimed notification was sent in November 2024, but now say it was sent in October 2024.
They have refused to provide email logs proving an email notification was sent.
They have not provided proof that an SMS from a marketing number is a valid form of contract communication.
If Cell C truly notified me, they should provide:
A full copy of the email that was allegedly sent.
Delivery logs proving that the email was received.
Confirmation that sending a contract change notification via a marketing number complies with the terms of my contract.
Until Cell C provides real proof, this matter remains unresolved.
LH
Lianne H's update03 Feb 2025, 16:13
Reviewer Update
Cell C’s Price Increase Notification is Invalid
Cell C continues to contradict itself and fail to provide actual proof that I was properly notified of the price increase before it took effect.
Key Issues with Cell C’s Response:
The price increase message was sent from a marketing number, the same one used for promotions.
They previously claimed notification was sent in November 2024, but now say it was sent in October 2024.
They have refused to provide email logs proving an email notification was sent.
They have not provided proof that an SMS from a marketing number is a valid form of contract communication.
If Cell C truly notified me, they should provide:
A full copy of the email that was allegedly sent.
Delivery logs proving that the email was received.
Confirmation that sending a contract change notification via a marketing number complies with the terms of my contract.
Until Cell C provides real proof, this matter remains unresolved.
Cell C continues to contradict itself and fail to provide actual proof that I was properly notified of the price increase before it took effect.
Key Issues with Cell C’s Response:
The price increase message was sent from a marketing number, the same one used for promotions.
They previously claimed notification was sent in November 2024, but now say it was sent in October 2024.
They have refused to provide email logs proving an email notification was sent.
They have not provided proof that an SMS from a marketing number is a valid form of contract communication.
If Cell C truly notified me, they should provide:
A full copy of the email that was allegedly sent.
Delivery logs proving that the email was received.
Confirmation that sending a contract change notification via a marketing number complies with the terms of my contract.
Until Cell C provides real proof, this matter remains unresolved.
LH
Lianne H's updateReviewer Update
03 Feb 2025, 21:04Key Issues with Cell C’s Response:
No proof of email notification. Cell C keeps claiming an email was sent in November 2024, yet they refuse to provide email logs proving it was delivered.
The November 2024 invoice was only provided to me in January 2025, meaning it was not received before the increase took effect.
The SMS notification was buried in their marketing messages, not sent via the official service/billing communication channel.
The monthly allocation SMS chain did not contain the price increase notice—only the marketing chain had it.
Cell C now claims they will "obtain proof"—why has this not already been provided if they claim it exists?
They have yet to provide email/SMS logs with timestamps, delivery confirmation, or authentication records.
Contradictions in Cell C’s Statements:
They first said the notification was sent in November, now they say October.
They claim customers were notified but refuse to provide proof that the notifications were successfully received.
If their system "shows" the notifications were sent, why haven’t they provided delivery logs?
If Cell C truly notified me, they should provide:
Email delivery logs proving the price increase notification was sent and received.
Proof that I was informed invoices must be manually retrieved.
Confirmation that sending contract changes via marketing SMS aligns with my contract terms.
No proof of email notification. Cell C keeps claiming an email was sent in November 2024, yet they refuse to provide email logs proving it was delivered.
The November 2024 invoice was only provided to me in January 2025, meaning it was not received before the increase took effect.
The SMS notification was buried in their marketing messages, not sent via the official service/billing communication channel.
The monthly allocation SMS chain did not contain the price increase notice—only the marketing chain had it.
Cell C now claims they will "obtain proof"—why has this not already been provided if they claim it exists?
They have yet to provide email/SMS logs with timestamps, delivery confirmation, or authentication records.
Contradictions in Cell C’s Statements:
They first said the notification was sent in November, now they say October.
They claim customers were notified but refuse to provide proof that the notifications were successfully received.
If their system "shows" the notifications were sent, why haven’t they provided delivery logs?
If Cell C truly notified me, they should provide:
Email delivery logs proving the price increase notification was sent and received.
Proof that I was informed invoices must be manually retrieved.
Confirmation that sending contract changes via marketing SMS aligns with my contract terms.
LH
Lianne H's update03 Feb 2025, 21:04
Reviewer Update
Key Issues with Cell C’s Response:
No proof of email notification. Cell C keeps claiming an email was sent in November 2024, yet they refuse to provide email logs proving it was delivered.
The November 2024 invoice was only provided to me in January 2025, meaning it was not received before the increase took effect.
The SMS notification was buried in their marketing messages, not sent via the official service/billing communication channel.
The monthly allocation SMS chain did not contain the price increase notice—only the marketing chain had it.
Cell C now claims they will "obtain proof"—why has this not already been provided if they claim it exists?
They have yet to provide email/SMS logs with timestamps, delivery confirmation, or authentication records.
Contradictions in Cell C’s Statements:
They first said the notification was sent in November, now they say October.
They claim customers were notified but refuse to provide proof that the notifications were successfully received.
If their system "shows" the notifications were sent, why haven’t they provided delivery logs?
If Cell C truly notified me, they should provide:
Email delivery logs proving the price increase notification was sent and received.
Proof that I was informed invoices must be manually retrieved.
Confirmation that sending contract changes via marketing SMS aligns with my contract terms.
No proof of email notification. Cell C keeps claiming an email was sent in November 2024, yet they refuse to provide email logs proving it was delivered.
The November 2024 invoice was only provided to me in January 2025, meaning it was not received before the increase took effect.
The SMS notification was buried in their marketing messages, not sent via the official service/billing communication channel.
The monthly allocation SMS chain did not contain the price increase notice—only the marketing chain had it.
Cell C now claims they will "obtain proof"—why has this not already been provided if they claim it exists?
They have yet to provide email/SMS logs with timestamps, delivery confirmation, or authentication records.
Contradictions in Cell C’s Statements:
They first said the notification was sent in November, now they say October.
They claim customers were notified but refuse to provide proof that the notifications were successfully received.
If their system "shows" the notifications were sent, why haven’t they provided delivery logs?
If Cell C truly notified me, they should provide:
Email delivery logs proving the price increase notification was sent and received.
Proof that I was informed invoices must be manually retrieved.
Confirmation that sending contract changes via marketing SMS aligns with my contract terms.
LH
Lianne H's updateReviewer Update
04 Feb 2025, 07:39Cell C continues to ignore key concerns while misrepresenting how they "notified" us of the price increase.
Key Issues with Cell C’s Response:
The price increase SMS was sent on 31 October 2024, but it came from their marketing number, NOT the correct billing/service chain.
The monthly allocation SMS chain did NOT mention the price increase.
Stating that mass messaging was explained instead of addressing why the SMS was sent from a marketing chain.
If all Cell C numbers are "official," why wasn’t the price increase included in the monthly billing SMS instead of hidden in marketing spam?
They first said the notification was sent in November, now they say October.
Cell C refuses to provide email logs confirming it was sent and received.
The November 2024 invoice was only provided to us in January 2025, meaning it was NOT received before the price increase took effect.
Posting a price increase on the website is NOT valid individual notification and does not count as proper notice.
Cell C claims "this still does not meet my requirement," but they are refusing to provide actual proof.
Implying that only the account holder can engage with Cell C when communication has already been ongoing.
Cell C’s Suggestion That the Account Holder Must Contact Them is Unnecessary & Condescending
My husband (the account holder) has been in direct communication with Cell C on an ongoing basis.
I have every right to leave reviews and demand accountability.
A service provider cannot dictate who is allowed to review their services.
Key Issues with Cell C’s Response:
The price increase SMS was sent on 31 October 2024, but it came from their marketing number, NOT the correct billing/service chain.
The monthly allocation SMS chain did NOT mention the price increase.
Stating that mass messaging was explained instead of addressing why the SMS was sent from a marketing chain.
If all Cell C numbers are "official," why wasn’t the price increase included in the monthly billing SMS instead of hidden in marketing spam?
They first said the notification was sent in November, now they say October.
Cell C refuses to provide email logs confirming it was sent and received.
The November 2024 invoice was only provided to us in January 2025, meaning it was NOT received before the price increase took effect.
Posting a price increase on the website is NOT valid individual notification and does not count as proper notice.
Cell C claims "this still does not meet my requirement," but they are refusing to provide actual proof.
Implying that only the account holder can engage with Cell C when communication has already been ongoing.
Cell C’s Suggestion That the Account Holder Must Contact Them is Unnecessary & Condescending
My husband (the account holder) has been in direct communication with Cell C on an ongoing basis.
I have every right to leave reviews and demand accountability.
A service provider cannot dictate who is allowed to review their services.
LH
Lianne H's update04 Feb 2025, 07:39
Reviewer Update
Cell C continues to ignore key concerns while misrepresenting how they "notified" us of the price increase.
Key Issues with Cell C’s Response:
The price increase SMS was sent on 31 October 2024, but it came from their marketing number, NOT the correct billing/service chain.
The monthly allocation SMS chain did NOT mention the price increase.
Stating that mass messaging was explained instead of addressing why the SMS was sent from a marketing chain.
If all Cell C numbers are "official," why wasn’t the price increase included in the monthly billing SMS instead of hidden in marketing spam?
They first said the notification was sent in November, now they say October.
Cell C refuses to provide email logs confirming it was sent and received.
The November 2024 invoice was only provided to us in January 2025, meaning it was NOT received before the price increase took effect.
Posting a price increase on the website is NOT valid individual notification and does not count as proper notice.
Cell C claims "this still does not meet my requirement," but they are refusing to provide actual proof.
Implying that only the account holder can engage with Cell C when communication has already been ongoing.
Cell C’s Suggestion That the Account Holder Must Contact Them is Unnecessary & Condescending
My husband (the account holder) has been in direct communication with Cell C on an ongoing basis.
I have every right to leave reviews and demand accountability.
A service provider cannot dictate who is allowed to review their services.
Key Issues with Cell C’s Response:
The price increase SMS was sent on 31 October 2024, but it came from their marketing number, NOT the correct billing/service chain.
The monthly allocation SMS chain did NOT mention the price increase.
Stating that mass messaging was explained instead of addressing why the SMS was sent from a marketing chain.
If all Cell C numbers are "official," why wasn’t the price increase included in the monthly billing SMS instead of hidden in marketing spam?
They first said the notification was sent in November, now they say October.
Cell C refuses to provide email logs confirming it was sent and received.
The November 2024 invoice was only provided to us in January 2025, meaning it was NOT received before the price increase took effect.
Posting a price increase on the website is NOT valid individual notification and does not count as proper notice.
Cell C claims "this still does not meet my requirement," but they are refusing to provide actual proof.
Implying that only the account holder can engage with Cell C when communication has already been ongoing.
Cell C’s Suggestion That the Account Holder Must Contact Them is Unnecessary & Condescending
My husband (the account holder) has been in direct communication with Cell C on an ongoing basis.
I have every right to leave reviews and demand accountability.
A service provider cannot dictate who is allowed to review their services.
LH
Lianne H's updateReviewer Update
04 Aug 2025, 11:09Please note that this dispute is closed. I do not want any further contact with Cell C.
Your latest message today is months after my last message.
We have cancelled our contracts and no longer deal with Cell C.
Despite cancelling our contracts, Cell C continues to send us unwanted marketing messages.
Your latest message today is months after my last message.
We have cancelled our contracts and no longer deal with Cell C.
Despite cancelling our contracts, Cell C continues to send us unwanted marketing messages.
LH
Lianne H's update04 Aug 2025, 11:09
Reviewer Update
Please note that this dispute is closed. I do not want any further contact with Cell C.
Your latest message today is months after my last message.
We have cancelled our contracts and no longer deal with Cell C.
Despite cancelling our contracts, Cell C continues to send us unwanted marketing messages.
Your latest message today is months after my last message.
We have cancelled our contracts and no longer deal with Cell C.
Despite cancelling our contracts, Cell C continues to send us unwanted marketing messages.
LH
Lianne H's updateReviewer Update
06 Aug 2025, 13:55As you have reopened this thread after the matter was closed, please advise that to them.
As stated before I do not want any further contact with Cell C.
As stated before I do not want any further contact with Cell C.
LH
Lianne H's update06 Aug 2025, 13:55
Reviewer Update
As you have reopened this thread after the matter was closed, please advise that to them.
As stated before I do not want any further contact with Cell C.
As stated before I do not want any further contact with Cell C.