Cell C Retentions Department is ***********

Last year the 28th December 2018, I went into Cell C Cresta to enquire with Cancelling my Cell C Contract The consultant used her cell phone to phone the Cell C Retentions department to cancel my contract. The consultant informed me that I had to pay R 3 706.94 And to wait 48 hours for the payment to reflect and to phone in and to re-cancel. On that exact day I went to pay the amount of R3 706.94 at Checkers Cresta. Monday the 31st December 2018. I phoned Cell C to cancel my contract, The lady informed me it will be processed and I will receive a SMS with my reference number. I phoned in numerous times to Cell C to follow up and to receive a cancellation letter and every time I am told its being processed.

On the 1st February, I went into Cell C Cresta and spoke to a consultant – Nqobile ( Nelly ), Informed her of the situation that I have been having since December 2018, Nelly then contacted Cell C and informed the consultant of what has happened, The consultant then informed Nelly that my contract will be cancelled and there will be no extra fees / charges. My contract was cancelled on the 4th February 2019 and I was able to do a sim port to a different service provider.

I received my March 2019 statement on the 6th March 2019 and it stated R2302.45 ( Cancellation Fee ) , On the 9th March 2019 – I went back to Cell C Cresta – Consultant – Nqobile ( Nelly ) to re-assist me, She then contacted Cell C again and was informed this time that the amount of R 3 706.94 was credited to my account instead of being used to cancel my contract! I was also then informed of a reversal that had happened on the 28 December 2018. (Not once was I previously informed of this reversal!) The consultant ( Nelly ) asked Cell C to please Dispute my complaint and the lady at Cell C Refused.

I then sent e-mails: ********** First e-mail I sent was on the 11th March 2019 and again on the 13th March. I was then contacted on the 14th March 2019 that an investigation has been opened.

On the 20th March 2019, Kgomotso from Cell C contacted me and informed me there was no recording for the 31st December 2018, for when I phoned in to re-cancel my contract and For the whole of January 2019, for when I followed up with regards to the cancellation I requested. Kgomotso also informed me that there was no recording of when Nqobile ( Nelly ) from Cell C Cresta contacted Cell C from her cell phone – ********** .

On the 22nd March 2019, I went back to Cell C Cresta and spoke to Consultant – Nqobile ( Nelly) again and informed her of the outcome of my investigation, She also informed me it is impossible that there is no recordings and she spoke to her manager at the store. I was then informed to contact Cell C Retentions Manager to take my case forward.

On the 26th March 2019, I spoke to Sean in the Cell C retentions department, as well as the Manager from Cell C department which she was not much help as I could not even explain to her my full situations before she informed me to speak to Sean again. Sean asked me to get the number from Cell C Cresta that phoned Cell C retentions department on the 28th December 2018 and he also informed me that he will contact me within an hour and up until now I am still waiting for him to phone me back. I phoned Cell C retentions department again to speak to Sean and I was informed that he was busy, I left a message for him to phone me back and I am still waiting.

On the 28th March 2019, I phoned Cell C retentions department to speak to Sean, The lady informed me that Sean is on his day off, She sent him an email to phone me in the morning on the 29th March 2019.

On the 29th March 2019, I phoned Cell C retentions department again to speak to Sean, The consultant – Ms Sipatzie informed me he is off sick and then I informed her of my situation, she then sent an email to the lady that does immediate cancellations to investigate why my contract was not cancelled and to investigate further.

Today is the 05th April 2019, Up until now, No one has contacted me as of yet. I refuse to pay anything further to Cell C. I do not see why I must be penalised because of the staff in the Retention department that is *********** and that did not follow my instructions in the first place as well as to be told there is no recordings is absolutely pathetic.