TN
Thembakazi N
1 reviews | Active since Jan 2024
14 Nov 2024, 14:03
Cancel contract - settlement letter proof
On the 9 October I came reporting that I wanted to cancel my cell c contract and someone contacted me and as though the statement was saying a different amount. I paid it and i had to pay extra amount on top of the settlement amount and this I knew my contract would qualify for cancellation.
I was shocked to get a statement this month from cell c and I reported it again. Someone called me and they apparently wanted to stay on the line with me for 45minutes for this cancellation. I was driving and told them to call back. Today they called and the gentleman is telling me they are unable to cancel this contract.
This is not what we and the lady we agreed on when i paid on October and i sent proof of this payment to cell c and was waiting for a proof from them that my contract is successfully cancelled.
Now, they say they want to charge me for November and that is rediculous. Should they concluded things in October when i made this arrangement this wouldn’t be the case. So this is not my problem but theirs.
I would not even rate if that was possible because their service is rediculous. I am still saying proudly I do not owe cell c and need proof from them of cancellation of this contract
Helpful (0)
Replies (7)0
Replies (7)
Cell C's replyOfficial
14 Nov 2024, 14:43Dear Thembakazi Ntsantsa
Thank you for contacting Cell C.
We understand your frustration with this situation. Based on your request from October 9, you’ve paid the agreed settlement amount and provided proof, expecting the contract to be cancelled. We apologize for the delay in processing this and for any inconvenience caused by the additional charges for November 2024.
After reviewing your account, we can confirm that you currently have a credit of R-13,214.86. However, the contract line ***) has a commitment amount of R15,763.51, which covers the remaining 12 months of the contract, valid until 30/11/2024. This commitment amount does not include the November 2024 bill. To cancel this contract, an additional amount of R2,548.65 will need to be allocated toward the commitment balance, after which we’ll be able to proceed with the cancellation.
Regarding the other two contract lines *** and ***), they will follow a standard 30-day cancellation process as per protocol.
Please let us know how you would like to proceed so our team can assist further.
Regards,
Cell C | TM
Thank you for contacting Cell C.
We understand your frustration with this situation. Based on your request from October 9, you’ve paid the agreed settlement amount and provided proof, expecting the contract to be cancelled. We apologize for the delay in processing this and for any inconvenience caused by the additional charges for November 2024.
After reviewing your account, we can confirm that you currently have a credit of R-13,214.86. However, the contract line ***) has a commitment amount of R15,763.51, which covers the remaining 12 months of the contract, valid until 30/11/2024. This commitment amount does not include the November 2024 bill. To cancel this contract, an additional amount of R2,548.65 will need to be allocated toward the commitment balance, after which we’ll be able to proceed with the cancellation.
Regarding the other two contract lines *** and ***), they will follow a standard 30-day cancellation process as per protocol.
Please let us know how you would like to proceed so our team can assist further.
Regards,
Cell C | TM
Best regards,
Cell C's reply14 Nov 2024, 14:43
Official
Dear Thembakazi Ntsantsa
Thank you for contacting Cell C.
We understand your frustration with this situation. Based on your request from October 9, you’ve paid the agreed settlement amount and provided proof, expecting the contract to be cancelled. We apologize for the delay in processing this and for any inconvenience caused by the additional charges for November 2024.
After reviewing your account, we can confirm that you currently have a credit of R-13,214.86. However, the contract line ***) has a commitment amount of R15,763.51, which covers the remaining 12 months of the contract, valid until 30/11/2024. This commitment amount does not include the November 2024 bill. To cancel this contract, an additional amount of R2,548.65 will need to be allocated toward the commitment balance, after which we’ll be able to proceed with the cancellation.
Regarding the other two contract lines *** and ***), they will follow a standard 30-day cancellation process as per protocol.
Please let us know how you would like to proceed so our team can assist further.
Regards,
Cell C | TM
Thank you for contacting Cell C.
We understand your frustration with this situation. Based on your request from October 9, you’ve paid the agreed settlement amount and provided proof, expecting the contract to be cancelled. We apologize for the delay in processing this and for any inconvenience caused by the additional charges for November 2024.
After reviewing your account, we can confirm that you currently have a credit of R-13,214.86. However, the contract line ***) has a commitment amount of R15,763.51, which covers the remaining 12 months of the contract, valid until 30/11/2024. This commitment amount does not include the November 2024 bill. To cancel this contract, an additional amount of R2,548.65 will need to be allocated toward the commitment balance, after which we’ll be able to proceed with the cancellation.
Regarding the other two contract lines *** and ***), they will follow a standard 30-day cancellation process as per protocol.
Please let us know how you would like to proceed so our team can assist further.
Regards,
Cell C | TM
Best regards,
TN
Thembakazi N's updateReviewer Update
15 Nov 2024, 16:40Today after speaking to The manager at cell c Gift Mashinga I still am not happy with how cell c is handling this.
The initial agreement i had after the 10 October with the lady who called and gave me the amount outstanding was at that time that the contract should be cancelled and I will receive a notification. I did not receive this and today cell c says I still owe them and they decided to use my money as my credit. This is not acceptable
The initial agreement i had after the 10 October with the lady who called and gave me the amount outstanding was at that time that the contract should be cancelled and I will receive a notification. I did not receive this and today cell c says I still owe them and they decided to use my money as my credit. This is not acceptable
TN
Thembakazi N's update15 Nov 2024, 16:40
Reviewer Update
Today after speaking to The manager at cell c Gift Mashinga I still am not happy with how cell c is handling this.
The initial agreement i had after the 10 October with the lady who called and gave me the amount outstanding was at that time that the contract should be cancelled and I will receive a notification. I did not receive this and today cell c says I still owe them and they decided to use my money as my credit. This is not acceptable
The initial agreement i had after the 10 October with the lady who called and gave me the amount outstanding was at that time that the contract should be cancelled and I will receive a notification. I did not receive this and today cell c says I still owe them and they decided to use my money as my credit. This is not acceptable
TN
Thembakazi N's updateReviewer Update
15 Nov 2024, 16:44To my surprise cell c paid me this amount of R2,548 last month and i do not know why they did this maybe it was to continue making me owe them. This is not the same information i am getting from Gift, she tells me i owe R7000 and i am disputing that. Now you say I must pay R2,548.65 - I do not know anymore whom i must listen to.i just got a message from cell c that is also very confusing. Now i come back to this
TN
Thembakazi N's update15 Nov 2024, 16:44
Reviewer Update
To my surprise cell c paid me this amount of R2,548 last month and i do not know why they did this maybe it was to continue making me owe them. This is not the same information i am getting from Gift, she tells me i owe R7000 and i am disputing that. Now you say I must pay R2,548.65 - I do not know anymore whom i must listen to.i just got a message from cell c that is also very confusing. Now i come back to this
Cell C's replyOfficial
15 Nov 2024, 17:27Dear Thembakazi Ntsantsa,
Thank you for your patience while we address your concerns. We deeply regret the confusion and frustration caused by this situation, and we are committed to resolving it as quickly and transparently as possible.
We have reviewed your account and communications thoroughly. Here is a summary of the current status:
A member of our support team will reach out to you again to provide a detailed explanation and assist with the next steps. Please let us know your preferred way to proceed so we can finalize the matter to your satisfaction.
Cell C | NZ
Thank you for your patience while we address your concerns. We deeply regret the confusion and frustration caused by this situation, and we are committed to resolving it as quickly and transparently as possible.
We have reviewed your account and communications thoroughly. Here is a summary of the current status:
- Credit on Your Account: Your account shows a credit of R13,214.86, which was app**** against outstanding amounts.
- Contract Status:
- *** & ***: These contracts have been successfully migrated to prepaid as per your request.
- ***: This contract remains active and is set to expire on 26 November 2025. The remaining commitment fee for early cancellation is R15,763.51. To proceed with the cancellation, an additional R4,126.48 is required, factoring in the credit already app****.
- Next Steps:
- If you choose to settle the additional R4,126.48, your contract will be fully cancelled, and the process can be finalized.
- If you decide not to make further payments, the contract will remain active until its scheduled expiry date, at which point no additional action will be required.
A member of our support team will reach out to you again to provide a detailed explanation and assist with the next steps. Please let us know your preferred way to proceed so we can finalize the matter to your satisfaction.
Cell C | NZ
Best regards,
Cell C's reply15 Nov 2024, 17:27
Official
Dear Thembakazi Ntsantsa,
Thank you for your patience while we address your concerns. We deeply regret the confusion and frustration caused by this situation, and we are committed to resolving it as quickly and transparently as possible.
We have reviewed your account and communications thoroughly. Here is a summary of the current status:
A member of our support team will reach out to you again to provide a detailed explanation and assist with the next steps. Please let us know your preferred way to proceed so we can finalize the matter to your satisfaction.
Cell C | NZ
Thank you for your patience while we address your concerns. We deeply regret the confusion and frustration caused by this situation, and we are committed to resolving it as quickly and transparently as possible.
We have reviewed your account and communications thoroughly. Here is a summary of the current status:
- Credit on Your Account: Your account shows a credit of R13,214.86, which was app**** against outstanding amounts.
- Contract Status:
- *** & ***: These contracts have been successfully migrated to prepaid as per your request.
- ***: This contract remains active and is set to expire on 26 November 2025. The remaining commitment fee for early cancellation is R15,763.51. To proceed with the cancellation, an additional R4,126.48 is required, factoring in the credit already app****.
- Next Steps:
- If you choose to settle the additional R4,126.48, your contract will be fully cancelled, and the process can be finalized.
- If you decide not to make further payments, the contract will remain active until its scheduled expiry date, at which point no additional action will be required.
A member of our support team will reach out to you again to provide a detailed explanation and assist with the next steps. Please let us know your preferred way to proceed so we can finalize the matter to your satisfaction.
Cell C | NZ
Best regards,
TN
Thembakazi N's updateReviewer Update
15 Nov 2024, 17:46Hi
Firstly let me clear the first point to say i paid R19000 up last month to cover and close this contract.
Your point talks about R13 000 whi ch you decided to make it a credit to me without notifying me of this because on the call with the lady I paid R16000 at first and she said to cancel the rest i needed to pay extra R3000 and i did. I do not see where this went and what happened to it. My request was made way before month end and you decided to wait for month end and deduct from the money i agreed with you to be to close the contract.
2. I do not even want a migration to prepaid. I got rid of the sim cards at all. Firstly i lost them as i was moving and when i asked for help to sim swap cell c gave me a headache and there is no cell c in my current location. So this was the reason for cancellation.
3. You cannot just say you understand information given to me was inconsistent. I believe the person working there is trained and i personally asked them using my statement as a reference if it was possible to cancel and she confirmed hence i proceeded with the payment and additional payment. Upon asking for the recording the lady Gift Mashinga refused to send and said you only send to cell c branch and there is no cell c where i am. This also leave me as a customer at a disadvantage meaning You are unable to provide me the recording of that day because this is where we agreed that the contract is final.
I am still requesting this recording. This will prove everything we agreed on.
Firstly let me clear the first point to say i paid R19000 up last month to cover and close this contract.
Your point talks about R13 000 whi ch you decided to make it a credit to me without notifying me of this because on the call with the lady I paid R16000 at first and she said to cancel the rest i needed to pay extra R3000 and i did. I do not see where this went and what happened to it. My request was made way before month end and you decided to wait for month end and deduct from the money i agreed with you to be to close the contract.
2. I do not even want a migration to prepaid. I got rid of the sim cards at all. Firstly i lost them as i was moving and when i asked for help to sim swap cell c gave me a headache and there is no cell c in my current location. So this was the reason for cancellation.
3. You cannot just say you understand information given to me was inconsistent. I believe the person working there is trained and i personally asked them using my statement as a reference if it was possible to cancel and she confirmed hence i proceeded with the payment and additional payment. Upon asking for the recording the lady Gift Mashinga refused to send and said you only send to cell c branch and there is no cell c where i am. This also leave me as a customer at a disadvantage meaning You are unable to provide me the recording of that day because this is where we agreed that the contract is final.
I am still requesting this recording. This will prove everything we agreed on.
TN
Thembakazi N's update15 Nov 2024, 17:46
Reviewer Update
Hi
Firstly let me clear the first point to say i paid R19000 up last month to cover and close this contract.
Your point talks about R13 000 whi ch you decided to make it a credit to me without notifying me of this because on the call with the lady I paid R16000 at first and she said to cancel the rest i needed to pay extra R3000 and i did. I do not see where this went and what happened to it. My request was made way before month end and you decided to wait for month end and deduct from the money i agreed with you to be to close the contract.
2. I do not even want a migration to prepaid. I got rid of the sim cards at all. Firstly i lost them as i was moving and when i asked for help to sim swap cell c gave me a headache and there is no cell c in my current location. So this was the reason for cancellation.
3. You cannot just say you understand information given to me was inconsistent. I believe the person working there is trained and i personally asked them using my statement as a reference if it was possible to cancel and she confirmed hence i proceeded with the payment and additional payment. Upon asking for the recording the lady Gift Mashinga refused to send and said you only send to cell c branch and there is no cell c where i am. This also leave me as a customer at a disadvantage meaning You are unable to provide me the recording of that day because this is where we agreed that the contract is final.
I am still requesting this recording. This will prove everything we agreed on.
Firstly let me clear the first point to say i paid R19000 up last month to cover and close this contract.
Your point talks about R13 000 whi ch you decided to make it a credit to me without notifying me of this because on the call with the lady I paid R16000 at first and she said to cancel the rest i needed to pay extra R3000 and i did. I do not see where this went and what happened to it. My request was made way before month end and you decided to wait for month end and deduct from the money i agreed with you to be to close the contract.
2. I do not even want a migration to prepaid. I got rid of the sim cards at all. Firstly i lost them as i was moving and when i asked for help to sim swap cell c gave me a headache and there is no cell c in my current location. So this was the reason for cancellation.
3. You cannot just say you understand information given to me was inconsistent. I believe the person working there is trained and i personally asked them using my statement as a reference if it was possible to cancel and she confirmed hence i proceeded with the payment and additional payment. Upon asking for the recording the lady Gift Mashinga refused to send and said you only send to cell c branch and there is no cell c where i am. This also leave me as a customer at a disadvantage meaning You are unable to provide me the recording of that day because this is where we agreed that the contract is final.
I am still requesting this recording. This will prove everything we agreed on.
TN
Thembakazi N's updateReviewer Update
15 Nov 2024, 17:52When you say the credit is R13000 what happened to the extra R6000?
TN
Thembakazi N's update15 Nov 2024, 17:52
Reviewer Update
When you say the credit is R13000 what happened to the extra R6000?
Cell C's replyOfficial
15 Nov 2024, 18:31Thank you for bringing your concerns to our attention. We deeply regret the frustration and inconvenience this situation has caused and want to assure you that we are fully committed to resolving it.To address the points raised we will conduct a thorough review of the call recording from the discussion you referenced, where the initial settlement and cancellation terms were agreed upon. Our team is escalating this matter to ensure the details of your agreement are confirmed and aligned with your expectations.
The R5 696,02 has offset both your October and November bill runs. ( This is what we need to further investigate as the commitment fee was paid in October 2024)
We will involve a senior manager to provide an impartial review of your account and the call recording. so we best assist you. We will again contact you within 24-48 with updates on this matter.
Kind regards,
Cell C | NZ
Best regards,
Cell C's reply15 Nov 2024, 18:31
Official
Thank you for bringing your concerns to our attention. We deeply regret the frustration and inconvenience this situation has caused and want to assure you that we are fully committed to resolving it.To address the points raised we will conduct a thorough review of the call recording from the discussion you referenced, where the initial settlement and cancellation terms were agreed upon. Our team is escalating this matter to ensure the details of your agreement are confirmed and aligned with your expectations.
The R5 696,02 has offset both your October and November bill runs. ( This is what we need to further investigate as the commitment fee was paid in October 2024)
We will involve a senior manager to provide an impartial review of your account and the call recording. so we best assist you. We will again contact you within 24-48 with updates on this matter.
Kind regards,
Cell C | NZ
Best regards,