Cell C dsappointing and frustrating customer service

I am writing to formally raise a complaint regarding my recent experience with Cell C, which has been both disappointing and frustrating.

I contacted the Cell C customer service line to request a paid-up letter for my Huawei P50 Pocket device, which has been fully paid off for some time. I was advised by the consultant that this would not be possible, as I allegedly still have an active contract with Cell C. This response is extremely concerning, as my request relates specifically to confirmation that the device is fully paid, not the contract status itself.

To seek further assistance, I visited the Kolonnade Cell C store, where I was unfortunately given the same response. I was informed that Cell C cannot provide a paid-up or settlement letter for the device and that I should instead be provided with a copy of my contract, which only reflects the contract start and end dates. This does not serve as proof that the device has been fully settled.

This situation is highly inconvenient, as I am unable to sell my old device without official confirmation that it is fully paid up. It is unacceptable that an organisation of Cell C’s scale is unable to provide such confirmation for a device that has already been settled.

I request urgent clarity and resolution on this matter, including written confirmation that the Huawei P50 Pocket device has been fully paid. Failing this, I would appreciate a clear explanation of Cell C’s policy in this regard and the steps required to obtain the necessary documentation.

Juliet Mlambo