Cell C Shambolic Cancellations Department

Cell C — Cancellations J June Tudhope Aug 21, 2020

I phoned on 29 June to cancel ALL 3 of my Cell C contracts. I was informed of the cancellation commitment fees. These were/are *** (R541.13); *** (Zero) and *** (R124.88). I paid these (Total R666.01) on 29 June. I did not receive a July statement - so thought everything was fine.

On August 3 I received an August statement that showed that only *** had been cancelled.

I phoned the same day (was on the phone for over an hour in total trying to find out why the cancellation had not taken place and trying to get a credit for the August fees. Absolutely no joy ... only extreme frustration!!! I was told someone from cancellations would ring me.

On 17/8 someone FINALLY called me (and i decided to proceed with new resolve and determined not to lose my temper I decided to forget the credit - simply get these 2 contracts cancelled). I was given new commitment fees (as the old ones had apparently been credited against my usual account) of *** (R457.88) and *** (41.63). I was also very clear that I wanted these contracts cancelled before end August as I no longer have the sim cards and therefore cannot use the airtime/data and so paying for yet another month's usage would not be acceptable. I paid them each separately and immediately. I sent the POP's to Cell C as instructed. I was also told to phone again on Wednesday 19/8 to check that these had been processed and the contracts cancelled.

I phoned on 19/8 and spoke to Wesley Adams who assured me that everything was taken care of. He indicated that the contracts had not yet been cancelled but that everything was in hand and that they would be cancelled before 31 August. he asked if i was happy for the August fees to still be taken via debit order. I agreed. I asked if there was anything else that I could do and he then said I could ring again in a couple of days to check.

I rang on 21/8 and spoke to Thami (who declined to spell her surname for me) and she indicated that in fact only *** was listed for cancellation on 3 September and not ***. She could not find the payment of the commitment fee on the 074 number and put me through to customer service where i spoke to Thobile who found it immediately!!! She put me back and I was cut off. I phoned in again at 16.41 and 16.55 and on both occasions the call was not answered and i was immediately fast traced to the "service level feedback" loop of the phone call.

I am at the end of my tether - what should i do and how can i get these 2 contracts cancelled!!!????