Cell C - Bad Service

Good Day I app**** for a cellphone for my daughter in April online application was done. I had a prepaid cell number and told them to use that cell number and that I did not want a new cell number. When the phone was delivered to my house address (56 Anker Crescent, Bayview) it was not the phone my daughter wanted and within the 7 day policy (you can return the phone within 7days if you are not satisfied with the product) I contacted Cell C indicating that the incorrect phone was purchased Reference Number *** and told them which phone my daughter actually wanted. The Cell C Agent then booked the device for collection and I received my SMS. I went into Cell C the branch Westgate Mall as well and they indicated that this request can only be done online because I purchased the phone online.

After contacting Cell C again Ref Number *** they indicated that RAM will collect the phone and that RAM will notify me on when they will collect , I explained to the Cell C Agent which phone my daughter wanted and she notified me that I will first have to resolve this case before I take out the actual phone I wanted and because it is within the 7 days no fees or cancellation fees will be charged. She also indicated that once Ref *** is finalized then I can take out the correct phone (contract) for my daughter

RAM collected the phone and I made contact with Cell C and they informed me that the waiting on feedback from Cell C Back Office regarding the device(if the device was used or was the box still sealed etc Cell C Check) A week later I contacted Cell C again and they indicated that they got feedback that the phone was never used and that they got the go ahead to process the cancellation and that a credit has been processed as well. I was told I can go ahead with opening up a new contract for the device my daughter wanted. I received 3 sms with the same reference number *** that the cancellation was successful. A credit has been processed and that the contract has been terminated successfully

For the month of April, May and June Cell C deducted fees for a phone/contract that I never had and never used (I made sure that I did everything within the 7day window period) I never received any invoices or statement about any deductions that will be deducted. In July they did not deduct anything and when I contacted Cell C again and complained about the money going off my account I was told they will rectify this asap and apologized . On the 25th Aug Cell C deducted an amount of R6450 from my bank account for cancellation fees. When I called in to query this the cell c agent could not assist me and rudely put my call down. I have emailed the complaints department on 3 occasions and still no feedback from Cell C.

This is now an ongoing battle from April 2022 and I would like assistance with this request please