Cell C ********** Upgrade

My Cell C contract was upgraded without my permission and whilst I was overseas on 24 August 2021. Subsequently, my bank account was debited at the end of September 2021 with the new upgraded contract amount.

On 4 October, I enquired about the increased amount at Cell C Gateway and was informed that my contract had been upgraded through a call centre channel by Nohlanhla Mzozo (JHB CF Outbound Agent 66). I was advised by Cell C Gateway to contact Cell C customer service on 143.

On 4 October, 13:56, I contacted Cell C customer service on 143. I was advised that Cell C could not reverse the amount without me having first report the issue to the ***** department. To do this, I would need to email a copy of my ID, an affidavit and a copy of my bank statement to ***.

The fact that this has happened highlights the lack of security controls at Cell C. I needed to authenticate myself when I called the Cell C call centre to speak to customer service, yet someone was able to upgrade my contract whilst I was out of the country.

The onus is now on the customer to log a complaint with Cell C's ***** department and wait until an investigation is completed before being refunded. I was told that if I cancel the contract, a contract that I had not consented to in the first place, that I would be liable for cancellation charges.

Do better, Cell C. This is not how customers should be treated.