Cell C reluctant to honour benefits in a contract

Last week I wrote a review on Cell C's shocking service. They did not give Shelagh Maher all her benefits, specifically her free minutes as per her contract.

24 hours later, Shelagh Maher received a call. Apparently, the case had been investigated. First, the agent stated that she had received her 90-minute any-net voice bundle in both March and April and advised Shelagh Maher to check her balance. Because she had minutes available, the agent tried to convince her that she had indeed received the bundle. Shelagh Maher had to explain a few times that she had purchased that bundle the previous day because Cell C had not provided that bundle.

The agent then changed her argument and stated that Cell C no longer provided voice bundles in the contract Shelagh Maher had. How absurd! So Cell C was admitting indirectly that they were in breach of contract. Shelagh Maher pointed this out to the agent and told the agent she would report the matter to the Consumer Council.

Subsequently, the agent changed her argument again. This time she stated that the minutes had been deactivated. Shelagh Maher explained she had not requested the service to be deactivated and asked if it had been deactivated why was she still being charged for that part of the subscription.

The agent quickly activated the bundle but only gave Shelagh Maher her minutes for April and not March. The agent refused to give her the minutes for March but said she would investigate the matter further and promised a call back 24 hours later. She did not honour this promise.

Two questions for Cell C. First, if Shelagh Maher had indeed been given her voice bundle of 90 minutes to call any-net in March, why did she lose these before the end of the month when she had not used these minutes? Second, in view of the fact that Shelagh Maher was previously charged per second when she made a call, why has this changed to per minute billing?

In essence, is Cell C going to honour the contract until the end of December 2024 or is Shelagh Maher going to fight with them every month?