Cell C Refuses Refund for Unauthorized Contract – Withholds Call Recording & Contract

I am extremely disappointed with Cell C and how this matter has been handled from start to finish.

In June 2023, I agreed telephonically to a handset-only contract. I did not knowingly agree to, request, or use a Cell C SIM card, data service, or mobile contract.

For approximately two and a half years, I was billed monthly for a mobile/data contract that I did not knowingly agree to and never used.

When I queried the charges:

I was told the contract had been cancelled, yet billing continued

I was later told the charges were for “data usage,” despite me never using a Cell C SIM

I repeatedly requested the contract and call recording (now more than four times) — Cell C has still not provided them

Cell C now claims that:

A call recording was “reviewed internally”

The cancellation terms were “clearly explained”

The January 2026 debit order was “valid and enforceable”

No refund is due

However:

No contract was ever sent to me

No statements or invoices were provided during the contract period

The call recording they rely on has never been shared, despite repeated requests

Cancellation was confirmed to me, yet billing continued

Customer support has been extremely poor:

Emails were ignored

No documentation was provided when requested

Despite unresolved complaints, I received automated “How was our service?” emails

Cell C’s position appears to be that internal review alone is sufficient, without providing proof of informed consent to the customer. I strongly disagree.

Due to Cell C’s refusal to provide evidence or resolve the matter, I have escalated this dispute to the relevant regulatory bodies, including the Ombudsman and the National Consumer Commission.

I would strongly advise other consumers to:

Insist on written contracts

Request and keep statements

Monitor debit orders closely

This experience has been exhausting, unnecessary, and completely avoidable with transparency and proper customer care.