Cell C admin error - The client's fault???? FIX IT!!!

Cell C, as a client of over 10 years, is this really how a client should be treated?? I gave 24 hours, still no one has called me back. I reiterate, I will be taking this further & going to my lawyers.

I write this email as a very frustrated long standing customer with Cell C.

This all started during or about 20 April 2026 when Cell C direct called me indicating that I can do an early upgrade on one of my contracts.

When coming to the credit vetting portion of the upgrade, the call agent indicated that there seems to be a problem and that I am owing an amount of R398.02.

This amount literally reflects NOWHERE on my statement and has never reflected on my statement. Customer Care also confirms that this amount is not reflected anywhere and my account is up to date.

After calling and speaking to at least 4 different people at the Customer Service Call Centre, Credit Vetting department, and collections department, no one can help me and tell me where this amount comes from.

Last week Thursday I went to Cell C The Grove with the hope that someone there can help me. Maggie from that branch helped me and said that she can see the amount reflecting as outstanding over 120+ days and have been handed over. Again, I have never seen this amount owing anywhere. Maggie stated the only way I can get this amount off my account is by paying it.

I went back to Maggie at The Grove on Tuesday this week, she called Customer Care, I called Customer Care, she also called Collections, and so did I. Absolutely NO ONE can tell me where this amount comes from and why it is there. Maggie indicated that it seems someone from Cell C Direct created a new customer code on my *** and this is where the amount is outstanding, apparently since January 2025.

Now, I have received no communication of being handed over, no one has called me, no emails, nothing. Even worse, I have received no communication from Cell C indicating that this amount is outstanding either.

So, I am now requesting that I be provided with an explanation where this amount comes from and why and who authorised it. Either way this explanation goes, you can also be guaranteed that I will not be held liable for this overdue amount. It must be removed from my name immediately. I have already spent a lot of time and petrol and energy trying to sort this out, so I should actually be the one to be compensated here.

This above was my first email, what does Cell C do? Passes the buck to the ***** department because I said in my email I did not authorise this. Now? I got a call yesterday afternoon stating that billing will contact me, I'm still waiting. Can Cell C just take the fall for their own admin mistakes and not make the customer the bad guy for once?? I'm waiting for my call.