Cell C Failed to Honour Payment Arrangement and Reactivate Account

Dear HelloPeter,

Please assist me with the matter below regarding Cell C.

I fell behind on my Cell C contract for two months due to personal financial challenges. I proactively contacted Cell C on several occasions to make a payment arrangement. On Tuesday, I was contacted by a Cell C agent named Resego, who agreed to an arrangement with me.

During the call, it was agreed that I would pay one month’s arrears in full, after which my account would be immediately reactivated. I further advised her that we would then make arrangements for the remaining month, which she confirmed was acceptable. She instructed me to email her the proof of payment once the first payment was made, which I did as requested.

Despite this, Cell C later contacted me and advised that my account cannot be reactivated unless I pay both months’ arrears in full. This directly contradicts the agreement made with their agent.

I find it extremely frustrating and unacceptable that Cell C makes promises to customers that they have no intention of honouring. I have been a paying customer for a long time, and this is the first time I have experienced financial difficulty. Instead of receiving assistance, I am being misled and given conflicting information.

I am lodging this complaint because I believe Cell C’s conduct is unfair, misleading, and unprofessional. I request that this matter be urgently investigated and that the agreement made with me be honoured without further delay.

Regards, Duduzile Octavia Shongwe