Cell C Billing dispute

This review is a continuation of the review I posted on 11 March 2021. Since this complaint, I have made 11 calls to Cell C regarding my account and still, there is no resolution.

I was offered a discounted migration package at a reduced rate, which I accepted on 20 January 2021. For the periods January to March 2021, I was billed for the full amount of R650 (incl VAT). This was not the agreement, as per calls on the 19th and 20th January 2021. I referred to the matter immediately after receiving my first bill at the end of February, but Cell C continued to bill me at the full amount. On the 16th and 17th March, I was told that the discounts were not app****, and therefore I was billed the full amount. The matter had to be referred yet again because I wanted to know how Cell C would address this matter (***). On the 29th March 2021, I was told that the case was closed and that the discounts would apply when the previous contract expired and the new contract begins which is 10 April 2021. This was not the agreement, as per the initial call in January 2021, and another case was opened (***). I called again on the 6th April 2021 and the only feedback that the call centre agent provided was that the recording was being requested. On the 7th of April 2021, I was told that they could not find a recording for either the 19th or 20th January 2021. Every single call made to and by Cell C starts with "This call is recorded for quality and control purposes." but yet they failed to find this one recording needed in a billing dispute! The matter was again referred because how can Cell C not have a recording but also refuse to send anything in writing? (***). I then stated that both client and Cell C are dependent on these recordings. Based on my history of calls and cases stemming from this conversation that should have been recorded, is it not evident that I am confident that my notes of that call is accurate? If Cell C cannot prove otherwise, is this not a case of the customer-is-always-right? On the 12th of April, I received an SMS to say that the case was closed and that a credit would be processed. I immediately called and the agent said that my account would be credited with just over R800. I wanted to know if it would be refunded to me or if it would reflect on my next statement (***). On the 22nd of April 2021, I called as I did not receive any feedback. The previous case was closed but there was nothing new and another case was opened for the attention of the refunds department (***). This time, I was told that they would respond within 7 working days - I, therefore, expected a resolution by the 4th May 2021. I called on the 5th of May 2021 but the call was cut and no one called back. Today I received my bill and the discount is app**** but still, no refund and my account has not been credited. I called again this morning (11 May 2021) shortly after 8am. I was told that the case was still open - 12 working days after the case was opened. I was told that I need to speak to the refunds department, which only opens at 9am - I was requested to call back. I called back at 09:22am and now I was told a new story. Firstly, they are waiting for the recording of the January 2021 call after I was told that they is no recording, as mentioned above. Then I was told that there is no direct line to the refunds department and she could not transfer my call. The best that she can do is refer the matter again. I understand that her hands are tied but Cell C clearly does not respect their customers - they deny us access to speak to relevant contact people;, these relevant departments do not contact clients to provide proper information and proper/full information is not provided to the contact centre that can be communicated to the client.

To solve this matter, I either want an updated statement to reflect that my account has been credited, or that the refund is processed before this bill is paid.