Cell C Cancelled My Cancellation

After many months of finally getting my fibre account in order (incorrect account holder name, incorrect billing name, payments not processed, incorrectly registered on 24 month contract), I was finally able to cancel my account… or so I thought.

On 2nd August I requested that the account be cancelled. I received no response as to whether this request was received or processed – this lack of response is consistent with every interaction I’ve had with Cell C since my fibre account was migrated from Greencom. I sent a follow up email on 18th August (unfortunately it seems that all these requests must be done via email). On the 20th I received a reply stating that the cancellation was processed, the effective end date is 31st August and there would be zero clawback fee.

My new ISP installed the router on 26th September, but was advised by Metrofibre that the line cannot be activated as Cell C had not cancelled the line. Further discussions showed that the cancellation request from Cell C was uploaded by a Rooanna Naidoo on 22nd August who then proceeded to DELETE this request three minutes later.

Cell C insist that my account was cancelled on 20th August – this clearly is not the case.

I was told by Sonet at Metrofibre to contact Keith Joseph at Cell C. There is no way of transferring a call to the call centre to Mr Joseph’s landline so that I may speak to him; instead an email must be sent to him by the call centre agent. Two separate requests have been made for Mr Joseph to contact me urgently – I am yet to receive a call from him.

I did not even choose Cell C as my ISP in the first place – I was migrated to them when they took over Greencom’s MFN accounts. In this time I’ve had issues registering my account, accessing my invoices, changing particulars to my account that were captured incorrectly (eight times I explained to them that I am NOT Ntobe Zungu), making payment on my account, and now cancelling my account. In short, they have managed to bungle almost every aspect related to a fibre account.