lM
laurika M
1 reviews | Active since Nov 2015
01 Sept 2020, 09:01
Cell C - nightmare to cancel your current contract
On 24.08.2020 I asked Cell C to cancel my current contract. I paid the cancellation fee of R 1368.50. I phoned back on 26.08.2020 to confirm and was told by the call center agent that everything was in order and the cancellation should take 24 - 48 hours. Today I see that I was issued my full contractual free minutes and data, which means the contract was NOT cancelled. I have phoned 083 143 this morning to find out what is going on and it seems somewhere on CellC's side there was a slip up. My reason for the cancellation is that my financial situation changed and I can no longer pay the monthly R448.00. Now, by not cancelling my contract as and when I request (and after paying the full cancellation fee), they are now forcing me to grow money on a tree to pay them R448.00 on 25.09.2020. So I'm wondering what Cell C is going to do about the R1368.50 and if they plan on continuing to bill me on a monthly basis.
Helpful (0)
Replies (5)0
Replies (5)
Cell C's replyOfficial
01 Sept 2020, 09:25Hi Laurika
Thank you for reaching out to us.
We will contact you to process your request.
^MM
Thank you for reaching out to us.
We will contact you to process your request.
^MM
Cell C's reply01 Sept 2020, 09:25
Official
Hi Laurika
Thank you for reaching out to us.
We will contact you to process your request.
^MM
Thank you for reaching out to us.
We will contact you to process your request.
^MM
lM
laurika M's updateReviewer Update
14 Sept 2020, 07:05This matter is not entirely resolved yet. My contract was cancelled after the above review. However, I received my September statement which does not reflect the cancellation. Statement shows I'm prepaid R933.39. So what CellC billing did was take the R1368.50 cancellation fee I paid and deducted the R440 that was supposed to be my September premium.
What my account should reflect, is a balance of somewhere around R2.45 ( I can be wrong, it might be a more) which was my August usage that is now due... which I will gladly pay. But it should have been my FINAL payment.
So I'm afraid they are going to continue to offset my normal monthly premium (although I cancelled) against the "prepayment" until the R933.39 is finished, and then just keep on collecting my debit order, as usual, as if no cancellation was put through.
I have emailed their customer service on the 09th of September to request that they rectify my statement, preferably before the 25th, when my debit order would have been due, so that the last August usage can be paid. To date they have not rep**** to my query yet.
What my account should reflect, is a balance of somewhere around R2.45 ( I can be wrong, it might be a more) which was my August usage that is now due... which I will gladly pay. But it should have been my FINAL payment.
So I'm afraid they are going to continue to offset my normal monthly premium (although I cancelled) against the "prepayment" until the R933.39 is finished, and then just keep on collecting my debit order, as usual, as if no cancellation was put through.
I have emailed their customer service on the 09th of September to request that they rectify my statement, preferably before the 25th, when my debit order would have been due, so that the last August usage can be paid. To date they have not rep**** to my query yet.
lM
laurika M's update14 Sept 2020, 07:05
Reviewer Update
This matter is not entirely resolved yet. My contract was cancelled after the above review. However, I received my September statement which does not reflect the cancellation. Statement shows I'm prepaid R933.39. So what CellC billing did was take the R1368.50 cancellation fee I paid and deducted the R440 that was supposed to be my September premium.
What my account should reflect, is a balance of somewhere around R2.45 ( I can be wrong, it might be a more) which was my August usage that is now due... which I will gladly pay. But it should have been my FINAL payment.
So I'm afraid they are going to continue to offset my normal monthly premium (although I cancelled) against the "prepayment" until the R933.39 is finished, and then just keep on collecting my debit order, as usual, as if no cancellation was put through.
I have emailed their customer service on the 09th of September to request that they rectify my statement, preferably before the 25th, when my debit order would have been due, so that the last August usage can be paid. To date they have not rep**** to my query yet.
What my account should reflect, is a balance of somewhere around R2.45 ( I can be wrong, it might be a more) which was my August usage that is now due... which I will gladly pay. But it should have been my FINAL payment.
So I'm afraid they are going to continue to offset my normal monthly premium (although I cancelled) against the "prepayment" until the R933.39 is finished, and then just keep on collecting my debit order, as usual, as if no cancellation was put through.
I have emailed their customer service on the 09th of September to request that they rectify my statement, preferably before the 25th, when my debit order would have been due, so that the last August usage can be paid. To date they have not rep**** to my query yet.
Cell C's replyOfficial
14 Sept 2020, 09:23Hi Laurika
Thank you for getting back to us.
Our team will be in touch to explain your billing for this current month.
Please note that this will be your last invoice for the number that is in question.
^NZ
Thank you for getting back to us.
Our team will be in touch to explain your billing for this current month.
Please note that this will be your last invoice for the number that is in question.
^NZ
Cell C's reply14 Sept 2020, 09:23
Official
Hi Laurika
Thank you for getting back to us.
Our team will be in touch to explain your billing for this current month.
Please note that this will be your last invoice for the number that is in question.
^NZ
Thank you for getting back to us.
Our team will be in touch to explain your billing for this current month.
Please note that this will be your last invoice for the number that is in question.
^NZ
Cell C's replyOfficial
14 Sept 2020, 11:58Please see Private Message for feedback.
^NZ
^NZ
Cell C's reply14 Sept 2020, 11:58
Official
Please see Private Message for feedback.
^NZ
^NZ
lM
laurika M's updateReviewer Update
12 Oct 2020, 07:49This matter has still not been resolved.
I received my October statement showing amount due of R898.55 and an sms saying debit order will be deducted on 25 October. This after I was told that the September invoice would be the last invoice for the number in question. So I was told everything was resolved, yet my statement doesn't reflect that and neither does the sms I received from CellC on 09 October 2020: "Dear valued customer. As at 01/10/2020, your Cell C bill (Acc # *********) is R898.55. Your account will be debited on 25/10/2020. Thank you. Cell C."
I don't owe anything, I paid the cancellation fee and the last usage for August and the payments have been confirmed by Cell C. My statement should reflect zero. Do you think it's possible to resolve this matter once and for all? Preferably before a debit order goes off my account.
I received my October statement showing amount due of R898.55 and an sms saying debit order will be deducted on 25 October. This after I was told that the September invoice would be the last invoice for the number in question. So I was told everything was resolved, yet my statement doesn't reflect that and neither does the sms I received from CellC on 09 October 2020: "Dear valued customer. As at 01/10/2020, your Cell C bill (Acc # *********) is R898.55. Your account will be debited on 25/10/2020. Thank you. Cell C."
I don't owe anything, I paid the cancellation fee and the last usage for August and the payments have been confirmed by Cell C. My statement should reflect zero. Do you think it's possible to resolve this matter once and for all? Preferably before a debit order goes off my account.
lM
laurika M's update12 Oct 2020, 07:49
Reviewer Update
This matter has still not been resolved.
I received my October statement showing amount due of R898.55 and an sms saying debit order will be deducted on 25 October. This after I was told that the September invoice would be the last invoice for the number in question. So I was told everything was resolved, yet my statement doesn't reflect that and neither does the sms I received from CellC on 09 October 2020: "Dear valued customer. As at 01/10/2020, your Cell C bill (Acc # *********) is R898.55. Your account will be debited on 25/10/2020. Thank you. Cell C."
I don't owe anything, I paid the cancellation fee and the last usage for August and the payments have been confirmed by Cell C. My statement should reflect zero. Do you think it's possible to resolve this matter once and for all? Preferably before a debit order goes off my account.
I received my October statement showing amount due of R898.55 and an sms saying debit order will be deducted on 25 October. This after I was told that the September invoice would be the last invoice for the number in question. So I was told everything was resolved, yet my statement doesn't reflect that and neither does the sms I received from CellC on 09 October 2020: "Dear valued customer. As at 01/10/2020, your Cell C bill (Acc # *********) is R898.55. Your account will be debited on 25/10/2020. Thank you. Cell C."
I don't owe anything, I paid the cancellation fee and the last usage for August and the payments have been confirmed by Cell C. My statement should reflect zero. Do you think it's possible to resolve this matter once and for all? Preferably before a debit order goes off my account.