CELL C HAS BEEN NO HELP AFTER I WAS ****MED

CAN SOMEONE PLEASE KINDLY ASSIST WITH THE BELOW!!???? I HAVE EMAILED AND CALLED NUMEROUS TIMES AND I KEEP GETTING TOLD I WILL GET BACK TO BUT I AM YET TO BE ASSISTED?? THIS IS RIDICULOUS! AND NEEDS TO BE SORTED OUT ASAP!

Dear Sir / Madam I urgently require assistance – I have two logged calls numbers …. ********** 456 and ********** 470. My account was hacked on 9th January 2018. Below is an account of what happened ! I was informed that the data that was purchased on my account would be cancelled and I would not be billed. I monitored my account during January and no debits reflected on my account – however when I received my statement on 6th February it now reflects an amount of R8773.52 to be debited from my bank account ! I urgently appeal that you assist me in resolving this issue – I have been a loyal customer of Cell C for more than 10 years …. Please also do not process the debit order as there will not be sufficient funds to cover this amount. Please review the information below as well as the call recordings for the calls made to your contact centre on the evening of the 9th as well as from your ***** unit on the 10th ! I Yvette Anderson – ID Number *************** do hereby state the following incident happened in regards to my Cell c account on the 9th January 2019. 1. At 19.47 I received a call from my son – James Anderson from his cell no – *********** (which until recently was a cell c contract under my name) that I was being “hacked” that someone had called him to say that a sim swop had been requested and that I should expect a call from Cell c. 2. At 19.47 I received a call from ********** 870 this person said he was from cell c and that he needed to confirm a sim swop – I told him that no sim swop had been requested – he then said he would send me an OTP that I needed to give him so he could stop the sim swop and the potential threat that my account was being hacked. I gave him the OTP – and I received a sms stating that the sim swop had been cancelled. (see attached pic) 3. I then called my son back at 19.50 to confirm what had happened – he then said he was alarmed that there maybe ***** happening on either his number or mine and that I should call Cell c myself. 4. I then called Cell c on 140 at 19.52 and advised them what had transpired – they said they could not assist me and that I should contact my bank to cancel any internet banking. 5. At 20.05 I again called my son and also said I should contact the bank. I also advised him that I had logged onto the Cell c app on my phone and requested a new OTP to change my password but was not receiving SMS messages. 6. At 20.14 I again called 140 and advised them that I needed assistance as I could not receive SMS messages – again I was told that they could not do anything from there side. 7. At 20.18 – I called Nedbank and cancelled internet banking – 8. At this time my phone battery died. 9. At 21.05 I called Cell c ***** unit and explained what had happened – they advised me that there were transactions happening on my account – Data purchases – they could not confirm how much. They then suggested I block the account. They then said they would send me an email as to where I should send this affidavit and that my account would be blocked and no further amounts would be charged to my account. They then sent an OTP to me to via my partners phone ********** to block the account that I had to give over the phone. 10. I informed my daughter and she checked on her “true caller” profile for the number and it came up as “SIM ****” (see attached pic.) 11. I was then called at 8.37 on the 10th January by Cell c ***** – I was surprised as I thought my phone was blocked – but they advised they had unblocked it so they could call me) to confirm that they were looking into the transactions and they would reset my account so that it could receive SMS notifications – once this was confirmed and I received a sms I logged onto the app and changed my password. 12. They also informed me that they would retrieve the data and I would not be charged.