A
Alexander
1 reviews | Active since Apr 2022
04 Dec 2022, 13:01
C fibre billing error.
I’m utterly disappointed and disgusted with the service level I’ve received from one of your consultants, Confidence Mokone. As you are fully aware that I had cancelled the account at the previous address in June and app**** for a move order at a new address. I later decided to cancel the installation and account on the 4th July as the new place is fibre ready. I received a call from Confidence after I queried the possible billing for July and claw back fee. She had assured me that I will not be billed for July as I had cancelled in June and had no fibre/ WiFi services utilised for month of July, after a long and heated exchange between me and her. She advised me that she will enquire with a senior person and refer back to me, which she did and gave me assurance that my account will not be billed for July, and that I’ll only be liable for the claw back fee. I called back to follow up as I’ve noticed the debit order has gone through for the July billing, she denied the whole conversation and is adamant that she has never said such to me. I’m really disappointed with this outcome because when I ask her for the telephone recording, she just refers me to go to a CellC store for that…when will I get the time to do that because I refuse to take a day off work for a matter that could’ve been resolved over the phone. That was very rude & unprofessional. On top of that instead of resolving my issue, they loaded a debit mandate for a claw back fee and chose to ignore this matter…of which I declined. Now they’ve handed me over to lawyers and none of them is willing to call me back to resolve this. I want my money back that was billed on July as I didn’t utilise any your fibre/ WiFi services.
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Replies (5)0
Replies (5)
Cell C's replyOfficial
04 Dec 2022, 13:57Dear Alexander
Thank you for contacting Cell C regarding your Cell C Fibre account.
Please receive our apologies for the unpleasant experience received thus far, the matter has been escalated for further assistance, Please expect a call from us to assist. Regards
^MN
Thank you for contacting Cell C regarding your Cell C Fibre account.
Please receive our apologies for the unpleasant experience received thus far, the matter has been escalated for further assistance, Please expect a call from us to assist. Regards
^MN
Best regards,
Cell C's reply04 Dec 2022, 13:57
Official
Dear Alexander
Thank you for contacting Cell C regarding your Cell C Fibre account.
Please receive our apologies for the unpleasant experience received thus far, the matter has been escalated for further assistance, Please expect a call from us to assist. Regards
^MN
Thank you for contacting Cell C regarding your Cell C Fibre account.
Please receive our apologies for the unpleasant experience received thus far, the matter has been escalated for further assistance, Please expect a call from us to assist. Regards
^MN
Best regards,
Cell C's replyOfficial
05 Dec 2022, 08:53Dear Alexander,
As per feedback from our Fibre Department:
Customer was advised that he will be billed for the July subscription and in August he will be billed for the claw back fee, which is still owing.
An email was sent to yourself on the 6th July 2022 detailing the Terms and Conditions of the cancellation.
Regards,
^TN
As per feedback from our Fibre Department:
Customer was advised that he will be billed for the July subscription and in August he will be billed for the claw back fee, which is still owing.
An email was sent to yourself on the 6th July 2022 detailing the Terms and Conditions of the cancellation.
Regards,
^TN
Best regards,
Cell C's reply05 Dec 2022, 08:53
Official
Dear Alexander,
As per feedback from our Fibre Department:
Customer was advised that he will be billed for the July subscription and in August he will be billed for the claw back fee, which is still owing.
An email was sent to yourself on the 6th July 2022 detailing the Terms and Conditions of the cancellation.
Regards,
^TN
As per feedback from our Fibre Department:
Customer was advised that he will be billed for the July subscription and in August he will be billed for the claw back fee, which is still owing.
An email was sent to yourself on the 6th July 2022 detailing the Terms and Conditions of the cancellation.
Regards,
^TN
Best regards,
A
Alexander's updateReviewer Update
05 Dec 2022, 09:58It seems you’re ignoring the main complaint on purpose, because I’ve clearly detailed that your consultant (Confidence Mokone) told me and assured me when I asked multiple times if I was gonna billed for July, which she confidently said “No” as I explained to her everything and later denied ever saying that to me…because there was no contract for the service and when I signed up it was a month to month basis. What terms are you referring to because I didn’t sign up and agreed to any terms when i app**** for the service???
A
Alexander's update05 Dec 2022, 09:58
Reviewer Update
It seems you’re ignoring the main complaint on purpose, because I’ve clearly detailed that your consultant (Confidence Mokone) told me and assured me when I asked multiple times if I was gonna billed for July, which she confidently said “No” as I explained to her everything and later denied ever saying that to me…because there was no contract for the service and when I signed up it was a month to month basis. What terms are you referring to because I didn’t sign up and agreed to any terms when i app**** for the service???
A
Alexander's updateReviewer Update
05 Dec 2022, 10:03Even now I’m still waiting for a call from someone in management or billing department, but instead you’re still instructing the same Confidence who provided me with misleading information. It just goes to show how little you care and lack any interest in dealing with this matter. You guys have zero customer service.
A
Alexander's update05 Dec 2022, 10:03
Reviewer Update
Even now I’m still waiting for a call from someone in management or billing department, but instead you’re still instructing the same Confidence who provided me with misleading information. It just goes to show how little you care and lack any interest in dealing with this matter. You guys have zero customer service.
Cell C's replyOfficial
06 Dec 2022, 09:03Dear Alexander,
As per feedback from our Fibre Department:
Please note customer has been contacted and advised accordingly however he is still disputing it. We cannot assist any further as all correct information was provided.
The below email was sent to yourself on the 6th July 2022 detailing the Terms and Conditions of the cancellation.
Confidence Mokone 6 Jul 2022 10:54Good day. I Hope this email finds you well. Please note that your cancellation request of account *** has been processed successfully. Your contract will be terminated on 31/07/2022 and your claw back fee for your account is R1,120.37 , which does not include your latest bill. This is due to Cell C billing in advance and collecting in arrears. PLEASE NOTE:There is a 30-day notice period for cancellations, effective from 1st day of the month as cancellations cannot be processed mid-month, hence the date of termination is the last day of the month. Cancellations that are sent prior to the 15th of the current month will be cancelled in the same month, however, any cancellations that is sent after the 15th of any given month will then be cancelled at the end of the following month as we are unable to cancel mid-month. Should you have any questions, wish to revoke this request or amend your cancellation date, you may respond to this email before 31/07/2022. Kind regardsConfidence
^GN
As per feedback from our Fibre Department:
Please note customer has been contacted and advised accordingly however he is still disputing it. We cannot assist any further as all correct information was provided.
The below email was sent to yourself on the 6th July 2022 detailing the Terms and Conditions of the cancellation.
Confidence Mokone 6 Jul 2022 10:54Good day. I Hope this email finds you well. Please note that your cancellation request of account *** has been processed successfully. Your contract will be terminated on 31/07/2022 and your claw back fee for your account is R1,120.37 , which does not include your latest bill. This is due to Cell C billing in advance and collecting in arrears. PLEASE NOTE:There is a 30-day notice period for cancellations, effective from 1st day of the month as cancellations cannot be processed mid-month, hence the date of termination is the last day of the month. Cancellations that are sent prior to the 15th of the current month will be cancelled in the same month, however, any cancellations that is sent after the 15th of any given month will then be cancelled at the end of the following month as we are unable to cancel mid-month. Should you have any questions, wish to revoke this request or amend your cancellation date, you may respond to this email before 31/07/2022. Kind regardsConfidence
^GN
Best regards,
Cell C's reply06 Dec 2022, 09:03
Official
Dear Alexander,
As per feedback from our Fibre Department:
Please note customer has been contacted and advised accordingly however he is still disputing it. We cannot assist any further as all correct information was provided.
The below email was sent to yourself on the 6th July 2022 detailing the Terms and Conditions of the cancellation.
Confidence Mokone 6 Jul 2022 10:54Good day. I Hope this email finds you well. Please note that your cancellation request of account *** has been processed successfully. Your contract will be terminated on 31/07/2022 and your claw back fee for your account is R1,120.37 , which does not include your latest bill. This is due to Cell C billing in advance and collecting in arrears. PLEASE NOTE:There is a 30-day notice period for cancellations, effective from 1st day of the month as cancellations cannot be processed mid-month, hence the date of termination is the last day of the month. Cancellations that are sent prior to the 15th of the current month will be cancelled in the same month, however, any cancellations that is sent after the 15th of any given month will then be cancelled at the end of the following month as we are unable to cancel mid-month. Should you have any questions, wish to revoke this request or amend your cancellation date, you may respond to this email before 31/07/2022. Kind regardsConfidence
^GN
As per feedback from our Fibre Department:
Please note customer has been contacted and advised accordingly however he is still disputing it. We cannot assist any further as all correct information was provided.
The below email was sent to yourself on the 6th July 2022 detailing the Terms and Conditions of the cancellation.
Confidence Mokone 6 Jul 2022 10:54Good day. I Hope this email finds you well. Please note that your cancellation request of account *** has been processed successfully. Your contract will be terminated on 31/07/2022 and your claw back fee for your account is R1,120.37 , which does not include your latest bill. This is due to Cell C billing in advance and collecting in arrears. PLEASE NOTE:There is a 30-day notice period for cancellations, effective from 1st day of the month as cancellations cannot be processed mid-month, hence the date of termination is the last day of the month. Cancellations that are sent prior to the 15th of the current month will be cancelled in the same month, however, any cancellations that is sent after the 15th of any given month will then be cancelled at the end of the following month as we are unable to cancel mid-month. Should you have any questions, wish to revoke this request or amend your cancellation date, you may respond to this email before 31/07/2022. Kind regardsConfidence
^GN
Best regards,