Breach of contract and ********** Subscription

FORMAL COMPLAINT: UNAUTHORISED SUBSCRIPTION CHANGE AND MONTHLY DEBIT OF R289

Dear Cell C Customer Service,

Good evening.

My name is Belina, and I am writing to formally lodge a complaint regarding the unauthorised changes made to my Cell C subscription and the continued deduction of R289 from my bank account every month.

On 12 September, I visited Menlyn Mall because I had lost my phone and SIM card and needed a SIM swap. At the time, I was subscribed to a 100GB data package and specifically requested a SIM swap that would retain my existing package and monthly payment.

However, the consultant who assisted me persuaded me to accept a different offer and informed me that I needed to authorise several amounts, including R119 for the SIM card, R150 for connecting the service, and R15 for another charge. I was also given paperwork reflecting an amount of R130, which the consultant could not explain to me.

I made it clear that I wanted to retain my existing data package and the same monthly arrangement. I did not knowingly agree to have my subscription changed. Despite this, I later discovered that my original package had been changed to SmartData 10GB (5GB Anytime + 5GB Night) TopUp 2023, as confirmed by the SMS notifications I received from Cell C.

To make matters worse, Cell C continues to debit R289 from my bank account every month, even though the subscription and data package I am receiving are not what I originally applied for. My data package was changed without my informed consent, and I am now paying for a service that does not meet the terms I understood and agreed to.

I am extremely disappointed by this experience because I went to the store only to replace my lost SIM card, not to enter into a different subscription or accept additional charges that were not properly explained to me.

I therefore request that Cell C urgently:

1. Investigate the conduct of the consultant who assisted me at Menlyn Mall. 2. Provide me with copies of all contracts, agreements, authorisations and documents allegedly signed or accepted by me. 3. Explain why my original data package was changed without my informed consent. 4. Explain the R289 monthly debit and provide a full breakdown of all charges, subscriptions and any outstanding balances linked to my ***. 5. Restore my original 100GB package and the original agreed terms, if possible, or provide a suitable resolution without imposing additional penalties. 6. Refund any amounts charged as a result of unauthorised services or subscriptions, where applicable. 7. Confirm that no additional contracts, subscriptions or outstanding balances will be held against me without valid authorisation. 8. If the matter cannot be resolved, explain the process for cancelling the disputed subscription or contract without unfair penalties.

I cannot continue paying R289 every month for a subscription that I did not knowingly agree to and that does not provide the data package I originally had. I also cannot be held responsible for charges arising from agreements that were not properly explained to me or that I did not knowingly authorise.

I have SMS notifications confirming the change to my package, and I can provide these as supporting evidence for my complaint.

I request written feedback and a clear resolution within seven days of receiving this complaint. Please escalate this matter to the appropriate complaints department if necessary.

I hope Cell C will treat this complaint seriously and resolve the matter fairly and urgently.

Kind regards, Bellina