Cell C erroneous and over-the-top charge of GPRS whilst on flight

It is with extreme frustration that I write this review.

My February 2023 statement shows that I am being charged R4286.27 for 37.19 megs of GPRS roaming.

Firstly, the amount charged for 37 megs is absurd and I’m sure super-profits are being leveraged off this data. Secondly, I was on a flight, in mid-air, with my cellphone on airplane mode during the alleged usage.

I wrote to Cell C customer care and attached my proof of air ticket that I was on a flight from Paris to Johannesburg during the time that I ostensibly was roaming with GPRS - during the flight my cellphone is in airplane mode.

When I called Cell C customer service help centre and spoke to two people, this first contact was cut-off during the conversation, the 2nd contact refused to listen to what I was trying to explain and rolled out the argument that ‘they have no proof that I was not on GPRS’, and that it was activated. When I asked her to explain exactly what GPRS activation meant she point blank avoided the question and stated that I should review the T&CS in my contract. I asked her to please understand and listen to my logic, that it was impossible for me to be on a flight and be GPRS roaming simultaneously. She refused to listen and repeated the same referral to contract.

Put simply, I am appalled at Cell C customer care’s lack of respect and bull-headed determination to roll-out a predefined script - to a very valid query.

I am now forced to escalate this to Hello Peter and ICASA, despite trying to contact Cell C customer care again. I still have not had a response 3,5 days later.

If anyone has any suggestions on how to resolve this I would welcome them? I even wrote to the CEO of Cell C but the email just bounced back.

I am 100% sure I am being incorrectly and erroneously charged for GPRS that I simply did not use. Added to that is the extreme frustration and stress of dealing with *********** call centre staff, who refuse to listen. Certainly not a good impression of Cell C's customer care.

Cell C have caused me extreme frustration and aggravation, they seem unwilling to consider the reversal of this erroneous charge, nor have they acknowledged my email, except via automated response, nor has an apology been issued to me.