Cell C Poor Service

Hello Peter

Around June, I called in to Cell C, asking them how many months remaining on my contract, of which I was told it end in March 2026. I then asked the amount it would need to pay it up and I was told. I then proceeded making the full payment. A month later, I called the retention dept to inquire about what contract I can qualify for in the event I want to upgrade. The consultant asked me if they can proceed with the upgrade of which I said no, let me first think about it, they can call me on Monday. The Monday I received the call and informed the consultant that we should rather wait to upgrade due to it being a want. In November I looked at my statement showing I am a month in arrears, I immediately called the customer service to inquire about this and was told a case would be created and escalated. The lady who assisted me then gave me a ref number and told me the case number will be sms to me. This never happened, upon my second follow up, I spoke to another lady called Viola and was told there is no case created in turn, the consultant wrote that the customer (me) is unable the pay the arrears amount and want to do a payment arrangement of which was far from it. Viola escalated the case *** on the 7th November.

On the 11th November I called in again to follow up on the progress of the above case and spoke to a gentleman called Thabo, he mentioned they are still busy investigating and they will call back.

On the 14th November I was called by Hunisani, informing me that there is a credit note of R700+ and that means the contract months has been cancelled to allow me to upgrade and which means that is why I am now in arrears. I told the lady, I never agreed to an upgrade but merely inquired. I was told it will be further escalated.

In the interim on the 15th, my account was blocked and after 2 called and promises supervisors will call me back, non of it happened. I have no idea how to get this sorted as it will probably be listed against my name. I am not paying my account of which was paid up and in advanced. This is becoming a nightmare and no one seems to take this serious from the customer service department.

What do I stand to do, I now can't make calls, my account is in arrears whiles I thought I am doing myself and the business a favor to pay it in advance.

Urgently assist please!