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Joelle P

1 reviews | Active since Dec 2015

26 Nov 2025, 16:40

Cell C - Unallocated payments

I had a balance outstanding with Cell C for my cellphone contract which I have been paying monthly. In June of 2025 I stopped receiving a monthly statement. In October I asked that my statement be sent to me as I realized that the amount owing was no longer changing on the credit bureau. The statement I received in June shoe=wed an outstanding balance of R 2,517.17 Between then and today I have paid R1100 towards this account, yet the amount remaining on credit bureau R2717.

After requesting my statement, I received one showing a positive balance due to me. After I called I was told that the monies paid from June have not been allocated to the account. Every time I call I am always told the same thing. The matter is being escalated and the finance department will allocate the monies to reflect correctly against my account. These unallocated months show up as missed payments against my credit record. I have made numerous calls and sent several emails over a 2 month period but this issue is still not resolved. I want to pay the account off but not when I cannot see where the monies are going.

0
Replies (10)
Cell C
Cell C's reply26 Nov 2025, 16:49
Official
Dear Joelle,

Thank you for contacting Cell C.

We sincerely apologize for the inconvenience and frustration this issue has caused you. We understand how concerning it is to have payments not correctly reflected on your account and credit record.

Kindly be assured that your case has been escalated to the relevant department, and they are working to resolve the matter as promptly as possible.

Regards,
Cell C | LS

Best regards,

Cell C
Cell C's reply27 Nov 2025, 13:41
Official
Dear Joelle Penniston,

Please receive feedback on your request/query.

Our team has reviewed your account and noted that your contract was cancelled on 28/11/2024, with the account currently reflecting a credit balance of R900.00. We can also confirm that payments were received in July, September and October 2025.

We understand your concern regarding the balance showing on ITC and the payment you made on 26/11 that has not yet reflected. We have requested for your account to be balanced and for the latest payment to be verified. We will further confirm whether the credit amount is due back to you.

Once the 26/11 payment reflects and the reconciliation is completed, we will provide you with an update.

Kind regards,
Cell C | GM

Best regards,

JP
Joelle P's update27 Nov 2025, 13:55
Reviewer Update
I appreciate the feedback. Thank you 
Cell C
Cell C's reply27 Nov 2025, 14:01
Official
You're welcome.

Cell C | GM

Best regards,

JP
Joelle P's update08 Dec 2025, 08:45
Reviewer Update
I have to date still not received an updated statement showing the correct payments as well as a balance due. I have received 2 calls from the gentleman assigned to my case which were just a repeat of what I have already explained to the people at customer care.

I need an updated statement that shows a balance brought forward, the recent payments that have been made and the total outstanding balance. This is all I am asking for. Surely it cannot be this hard.
Cell C
Cell C's reply08 Dec 2025, 12:55
Official
Dear Joelle,

Our support team confirmed that the statement has been forwarded to the email address provided.

Thank you for allowing us the opportunity to assist.

Cell C | DA

Best regards,

JP
Joelle P's update08 Dec 2025, 13:31
Reviewer Update
The statement was received, however, with inconsistencies. I have responded, asking that these be rectified and an updated statement sent.
Cell C
Cell C's reply08 Dec 2025, 13:45
Official
Thank you for bringing this to our attention. We acknowledge your feedback regarding the inconsistencies and appreciate your prompt response.

Our team will review the concerns raised and ensure that an updated and accurate statement is sent to you as soon as possible.

Kind regards,
Cell C | TM 

Best regards,

JP
Joelle P's update13 Jan 2026, 09:08
Reviewer Update
I have been making regular payments to this account, yet the amount on my ITC record does not change. It still reflects missed payments for 6 months and a total that I owed in April last year. I have made several attempts to get this account updated on credit bureaux as it is affecting my score negatively due to the fact that it is showing non-payment.
I need help with this urgently. 
Cell C
Cell C's reply26 Jan 2026, 16:50
Official
Dear Joelle Penniston,

Thank you for your follow up message and for bringing this matter to our attention. 

Please be advised that we have requested an urgent update from our support team regarding the issue affecting your ITC profile. They are currently reviewing the account information to ensure that your payment history is correctly reflected with the credit bureaus.

Our team will provide you with feedback as soon as the investigation is complete. We sincerely apologise for the inconvenience this is causing and appreciate your patience while we work to resolve it.

Kind regards,
Cell C | GM

Best regards,