HJ
Hilton J
1 reviews | Active since Sept 2017
14 Nov 2023, 23:30
Cancellation of contract
I have contacted CellC to discontinue my fibre line and the sim that came with the line since the beginning of August, 2023. I emailed *** with the relevant details on the 14th of August and received no response.
I called them on the 21st of August and my request was acknowledged with the first ticket number below and the text in the ticket stating: "Greeting, Please kindly assist with cancellation of fibre line and sim that came with the fibre (*** ) Reason: Cust has moved overseas Name: Hilton Johnson MSISDN: *** and *** ID Number: ***".
I was notified that the call was closed.
I was charged in August and September again and followed up and told that the cancellation period included September.
I was then charged again in October and followed up with my bank to dispute the debit order and cancel all future debit orders from Cellc.
I contacted cellc to let them know and to appeal to them to get this matter resolved. I was told it was resolved, only to then recieve another statement with penalty charges and charges for November. I followed up repeatedly, the call was closed again, and then I was contacted by Cellc to say that I should restart the cancellation process. I explained the situation and have again received no response, save to state that the call was closed. Below are all the ticket and case numbers that I have been issued since the start of this saga. I have sent in excess of 15 emails and spent more than 20 hours trying to get this resolved with no resolution in sight. This is deplorable conduct by Cellc.
CF067392 CF072159 CF073046 CF075607 Customer Service Case Number : ***, ***
Helpful (0)
Replies (11)0
Replies (11)HJ
Hilton J's updateReviewer Update
15 Nov 2023, 09:15Thank you. I await your response. Please do not call as my SA number is no longer actice. The time difference also means that email is the best channel for communication.
HJ
Hilton J's update15 Nov 2023, 09:15
Reviewer Update
Thank you. I await your response. Please do not call as my SA number is no longer actice. The time difference also means that email is the best channel for communication.
HJ
Hilton J's updateReviewer Update
16 Nov 2023, 00:07Please note that CellC has effected another debit order from my account over night which includes the fees for the cancelled service + penalties. I will be disputing this debit order again and expect reimbur*****t from CellC. I repeat that it is ******* for CellC to take money (including penalties) from me for a service cancelled in August. I would like this matter escalated to the appropriate channels and a written response from CellC stating how this will be resolved.
HJ
Hilton J's update16 Nov 2023, 00:07
Reviewer Update
Please note that CellC has effected another debit order from my account over night which includes the fees for the cancelled service + penalties. I will be disputing this debit order again and expect reimbur*****t from CellC. I repeat that it is ******* for CellC to take money (including penalties) from me for a service cancelled in August. I would like this matter escalated to the appropriate channels and a written response from CellC stating how this will be resolved.
HJ
Hilton J's updateReviewer Update
04 Dec 2023, 02:41Good Day, please note that I have not heard back from CellC despite this matter being supposedly escalated. This is not surprising bearing in mind the history of this complaint, but it is still very disappointing. Please note that I have again disputed and re-cancelled the latest debit order *******ly coming off my account from CellC.
HJ
Hilton J's update04 Dec 2023, 02:41
Reviewer Update
Good Day, please note that I have not heard back from CellC despite this matter being supposedly escalated. This is not surprising bearing in mind the history of this complaint, but it is still very disappointing. Please note that I have again disputed and re-cancelled the latest debit order *******ly coming off my account from CellC.
HJ
Hilton J's updateReviewer Update
04 Dec 2023, 09:17Good Day,
Your response is unfortunately factually incorrect on a number of points: 1) I used the correct email address and the first correspondence was in August. This cancellation requests were sent with copies of my statements to ***. CellC never so much as even acknowledged my emails and I had to call for there to be any response. 2) The only thing that CellC then cancelled was the fibre line account (account number ***5) and the last debit order was on September 30th. 3) CellC did NOT cancel the other postpaid monthly amount that I included in my cancellation request (account number ***), and I have subsequently received bills/debit orders in Oct and Nov (plus penalties) despite repeated requests to CellC to correct their mistake. I have disputed these debit order with my bank and put in a request to cancel them with my bank. Every time I have done this I have also notified CellC of the same. This back and forth, being told all is resolved when it is not, more debit order, more penalties, etc. has been going on since September. I have all the necessary evidence to prove all of the above if CellC is still unable to make the necessary arrangements for this to be resolved. Please advise on next steps urgently.
Your response is unfortunately factually incorrect on a number of points: 1) I used the correct email address and the first correspondence was in August. This cancellation requests were sent with copies of my statements to ***. CellC never so much as even acknowledged my emails and I had to call for there to be any response. 2) The only thing that CellC then cancelled was the fibre line account (account number ***5) and the last debit order was on September 30th. 3) CellC did NOT cancel the other postpaid monthly amount that I included in my cancellation request (account number ***), and I have subsequently received bills/debit orders in Oct and Nov (plus penalties) despite repeated requests to CellC to correct their mistake. I have disputed these debit order with my bank and put in a request to cancel them with my bank. Every time I have done this I have also notified CellC of the same. This back and forth, being told all is resolved when it is not, more debit order, more penalties, etc. has been going on since September. I have all the necessary evidence to prove all of the above if CellC is still unable to make the necessary arrangements for this to be resolved. Please advise on next steps urgently.
HJ
Hilton J's update04 Dec 2023, 09:17
Reviewer Update
Good Day,
Your response is unfortunately factually incorrect on a number of points: 1) I used the correct email address and the first correspondence was in August. This cancellation requests were sent with copies of my statements to ***. CellC never so much as even acknowledged my emails and I had to call for there to be any response. 2) The only thing that CellC then cancelled was the fibre line account (account number ***5) and the last debit order was on September 30th. 3) CellC did NOT cancel the other postpaid monthly amount that I included in my cancellation request (account number ***), and I have subsequently received bills/debit orders in Oct and Nov (plus penalties) despite repeated requests to CellC to correct their mistake. I have disputed these debit order with my bank and put in a request to cancel them with my bank. Every time I have done this I have also notified CellC of the same. This back and forth, being told all is resolved when it is not, more debit order, more penalties, etc. has been going on since September. I have all the necessary evidence to prove all of the above if CellC is still unable to make the necessary arrangements for this to be resolved. Please advise on next steps urgently.
Your response is unfortunately factually incorrect on a number of points: 1) I used the correct email address and the first correspondence was in August. This cancellation requests were sent with copies of my statements to ***. CellC never so much as even acknowledged my emails and I had to call for there to be any response. 2) The only thing that CellC then cancelled was the fibre line account (account number ***5) and the last debit order was on September 30th. 3) CellC did NOT cancel the other postpaid monthly amount that I included in my cancellation request (account number ***), and I have subsequently received bills/debit orders in Oct and Nov (plus penalties) despite repeated requests to CellC to correct their mistake. I have disputed these debit order with my bank and put in a request to cancel them with my bank. Every time I have done this I have also notified CellC of the same. This back and forth, being told all is resolved when it is not, more debit order, more penalties, etc. has been going on since September. I have all the necessary evidence to prove all of the above if CellC is still unable to make the necessary arrangements for this to be resolved. Please advise on next steps urgently.
Cell C's replyOfficial
04 Dec 2023, 10:31Good day Hilton,
Please be advised that our Team will make contact with you to provide feedback.
Regards,
Cell C | TN
Please be advised that our Team will make contact with you to provide feedback.
Regards,
Cell C | TN
Cell C's reply04 Dec 2023, 10:31
Official
Good day Hilton,
Please be advised that our Team will make contact with you to provide feedback.
Regards,
Cell C | TN
Please be advised that our Team will make contact with you to provide feedback.
Regards,
Cell C | TN
Cell C's replyOfficial
04 Dec 2023, 10:32Good day Hilton,
Please be advised that our Team will make contact with you to provide feedback.
Regards,
Cell C | TN
Please be advised that our Team will make contact with you to provide feedback.
Regards,
Cell C | TN
Cell C's reply04 Dec 2023, 10:32
Official
Good day Hilton,
Please be advised that our Team will make contact with you to provide feedback.
Regards,
Cell C | TN
Please be advised that our Team will make contact with you to provide feedback.
Regards,
Cell C | TN
Cell C's replyOfficial
04 Dec 2023, 10:32Good day Hilton,
Please be advised that our Team will make contact with you to provide feedback.
Regards,
Cell C | TN
Please be advised that our Team will make contact with you to provide feedback.
Regards,
Cell C | TN
Cell C's reply04 Dec 2023, 10:32
Official
Good day Hilton,
Please be advised that our Team will make contact with you to provide feedback.
Regards,
Cell C | TN
Please be advised that our Team will make contact with you to provide feedback.
Regards,
Cell C | TN
HJ
Hilton J's updateReviewer Update
15 Jan 2024, 09:25This matter still remains unresolved. To make matters worse I was contacted by the CellC collections department demanding payment of arrears fees despite being assured by CellC on several occasions (here, and in personal communications) that the matter is being escalate and will be resolved. It is now over 6 months since I issued the cancellation notice and I have spent the last half a year pleading with CellC to resolve this. The matter has now only escalated.
HJ
Hilton J's update15 Jan 2024, 09:25
Reviewer Update
This matter still remains unresolved. To make matters worse I was contacted by the CellC collections department demanding payment of arrears fees despite being assured by CellC on several occasions (here, and in personal communications) that the matter is being escalate and will be resolved. It is now over 6 months since I issued the cancellation notice and I have spent the last half a year pleading with CellC to resolve this. The matter has now only escalated.
HJ
Hilton J's updateReviewer Update
16 Jan 2024, 00:10I understand that, and I am happy that you now also understand that. As previously stated, I sent in a cancellation notice for this account/number on the 14 August 2023. I subsequently followed up with a call to your customer service line and was assured that this matter would be resolved. I have subsequently been in correspondence with Moses Mo***eng from your social media department who has repeatedly assured me that this matter has been escalated and that a credit note has been issued for all the subsequent charges that CellC continued with in error. Instead of the credit note, however, I have now received threats from your collections department. Its obviously a shambles internally at CellC. So please don't contact me to elaborate. I have done all the elaboration needed up to this point and have spent the last SIX MONTHS, wasting my time, trying to get YOU to do your job. Contact me to say that you are sorry and that you have finally sorted yourselves out and that the matter can be put to rest.
HJ
Hilton J's update16 Jan 2024, 00:10
Reviewer Update
I understand that, and I am happy that you now also understand that. As previously stated, I sent in a cancellation notice for this account/number on the 14 August 2023. I subsequently followed up with a call to your customer service line and was assured that this matter would be resolved. I have subsequently been in correspondence with Moses Mo***eng from your social media department who has repeatedly assured me that this matter has been escalated and that a credit note has been issued for all the subsequent charges that CellC continued with in error. Instead of the credit note, however, I have now received threats from your collections department. Its obviously a shambles internally at CellC. So please don't contact me to elaborate. I have done all the elaboration needed up to this point and have spent the last SIX MONTHS, wasting my time, trying to get YOU to do your job. Contact me to say that you are sorry and that you have finally sorted yourselves out and that the matter can be put to rest.
HJ
Hilton J's updateReviewer Update
16 Jan 2024, 09:26Your records are clearly incomplete because a) I have shared this information with CellC on several occassions previously (including in this thread!) and b) Moses has advised that the number has now been canceled and that the credit note is being instituted. Again, I don't know how your internal comms and record keeping works but there is obviously a major problem here.
HJ
Hilton J's update16 Jan 2024, 09:26
Reviewer Update
Your records are clearly incomplete because a) I have shared this information with CellC on several occassions previously (including in this thread!) and b) Moses has advised that the number has now been canceled and that the credit note is being instituted. Again, I don't know how your internal comms and record keeping works but there is obviously a major problem here.
HJ
Hilton J's updateReviewer Update
17 Jan 2024, 01:39I have shared my contact/mobile number her in NZ with ***, *** and Moses Mo***eng on several occassions. Please check your internal records of this dispute before contacting me, and bear in mind the time difference please. I am not reachable after 9pm here in NZ (10am in SA).
HJ
Hilton J's update17 Jan 2024, 01:39
Reviewer Update
I have shared my contact/mobile number her in NZ with ***, *** and Moses Mo***eng on several occassions. Please check your internal records of this dispute before contacting me, and bear in mind the time difference please. I am not reachable after 9pm here in NZ (10am in SA).