Cell C affects my ITC Score

On the 02/08/2021 my account was debited twice my Cell C. When I saw this I immediately went onto my Banking App and reversed the second debit as I was only meant to be debited once.

Cell C then subsequently sent a SMS indicating that there was an error and that they incorrectly debited my account twice and would do the correction. I then received a SMS indicating that my account had been credited with the inorrect debit.

With this being done I realized that I had reversed the payment and Cell C had credited me which resulted in my account then technically not being paid.

I called the Call Centre the same day and advised them of exactly what had happened and requested that they please arrange for my account to be debited. The consultant on the phone understood my request and asked that I please confirm that they debit my account the following day. I agreed with this as well as the amount and that was that.

I thought this was sorted but then realized that the debit on the 1/9/2021 was for that month’s instalment as well as the amount that was meant to go off as per my conversation with the consultant on the 3/8/2021. I just assumed that they decided to debit me twice at that stage on not as we agreed and thought nothing much of it.

I have recently checked my credit report and was shocked to see that my Cell C account has an arrears indicator for August 2021.

I called the contact centre again and advised of what has happened and that my account was not meant to be in arrears as I made Cell C aware of what happened and made arrangements but was advised that my account is currently up to date and that they could not go back and change that month’s arrear indicator.

I am not happy with this and cannot accept that this cannot be changed as it has now affected my credit score.

I need this fixed please.