Cancellation on Account

Mr Potgieter has been a Cell C customer for over 15 years. He has experienced financial strain like many customers but his contract was always paid. In 2018, he was retrenched and had to relocate from Capetown to Gauteng in June 2018. He accepted an upgrade in Sept 2018 and reinstated both his numbers: *** and ***. His girlfriend ensured that there were sufficient funds for the debit orders. She has even performed EFTs off her account periodically. He has been unemployed since July 2018 and with his UIF funds and investment withdrawals, there was sufficient funds until Covid arrived. Mr Potgieter's funds ran out in July 2020. We established that the contract expired in Sept 2020 but never received any notification to change over to a pay as you go facility. We sold household goods and furniture to meet as many financial commitments as possible. In Sept 2020 we were told that we could not cancel our contract until the account was bought into line. We made a payment on the 30th of Sept. The new debit order went off as usual on the 1st of Oct 2020. Again we tried to cancel but were told that they could not do this unless our account was bought into line. There are no available funds for this. His girlfriend was retrenched in Nov 2020 as a result of Covid constraints on the company she worked for. We don't believe that we should continue to pay for the Team's incompetence and ignorance to our case. After receiving a call from a collection agency in Dec 2020, we have found the funds to pay for the Oct fees. We cannot resolve this issue timeously because our phones have been blocked and calls have been barred from even trying to call the cancellation dept or the customer service department. We were restricted from travel at the end of Nov 2020 because one of us contracted the Covid virus. By the time we had recovered, family members were infected and this is the first opportunity we can leave our home safely to seek help from a Cell C store. We've experienced poor service from the Cell C store at Oakfields Centre in Benoni. So we elected to use our last petrol to go to the Carnival Mall outlet. The customer care consultant kindly lent us her phone to call the cancellation dept who could not hear us in the store. So we now have no contact with anyone in the customer care division at all. The store did not know how to help us further!!! Why do we have to do someone else's job when this could have all been cleared up if only Cell C had done their part in the first place!!!