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lD
lynne D

1 reviews | Active since Jun 2018

05 Jun 2018, 14:38

CELL C - Unauthorised Debit Order for NON-Existent Contract

On the 11th of April 2018, I did an online application for a data contract with cell c which came with a free router at R499 pm. On the 13th of April 2018 I declined and decided I no longer wanted to go through with the application, I DID NOT SIGN ANY CONTACT. On the 7th May 2018, I received an invoice from cell c stating that they will debit R831.00 out of my account for the active contract. Please note that I did not SIGN nor did I RECIEVE the router or the DATA, so why am I being billed on a contract that I do not have??? I immediately contacted/emailed the consultant Chantell, who confirmed in writing once again that the contract has been cancelled and that Cell C WILL NOT debit money out of my account. on 31st May 2018, Cell c deducted R831.00 out of my account for a NON-Existent Contract, I have been trying to get hold of the complaints division, they keep putting my on HOLD. The consultant, Chantell does not answer/take my calls, after 2 days, she responded to me via email, asking for some time to get to the route of the problem. I feel that if I don't remind the consultant to check, or constantly call her, the matter will simply be seeped under the rug. This is unacceptable, I want proof that Cell C has removed this contract off my name, that they WILL NOT deduct money end June 2018. What more can I do???!!!

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Replies (47)
Cell C
Cell C's reply05 Jun 2018, 14:46
Official

We will ensure that this matter is sorted. Apologies for the inconvenience caused. One of our team members will contact you and assist.

Regards

Cell C | DA

Cell C
Cell C's reply06 Jun 2018, 10:40
Official

Theodorah confirmed that she is attending to your query. Feedback will be provided as soon as possible.

Regards

Cell C | DA

lD
lynne D's update07 Jun 2018, 07:59
Reviewer Update
thank you for your feedback. However I have received yet another invoice statement for June 2018. they will be deducting R499 off my account. how is this happening, who is using this contract??? *****!! on the invoice it states the data that have been used. please urgently help, I don't know what else I need to do. I want his off my name, show me where I signed for this contract??? I want it off my name.
lD
lynne D's update07 Jun 2018, 07:59
Reviewer Update
thank you for your feedback. However I have received yet another invoice statement for June 2018. they will be deducting R499 off my account. how is this happening, who is using this contract??? *****!! on the invoice it states the data that have been used. please urgently help, I don't know what else I need to do. I want his off my name, show me where I signed for this contract??? I want it off my name.
lD
lynne D's update07 Jun 2018, 08:00
Reviewer Update
thank you for your feedback. However I have received yet another invoice statement for June 2018. they will be deducting R499 off my account. how is this happening, who is using this contract??? *****!! on the invoice it states the data that have been used. please urgently help, I don't know what else I need to do. I want his off my name, show me where I signed for this contract??? I want it off my name.
lD
lynne D's update07 Jun 2018, 08:00
Reviewer Update
thank you for your feedback. However I have received yet another invoice statement for June 2018. they will be deducting R499 off my account. how is this happening, who is using this contract??? *****!! on the invoice it states the data that have been used. please urgently help, I don't know what else I need to do. I want his off my name, show me where I signed for this contract??? I want it off my name.
lD
lynne D's update07 Jun 2018, 08:02
Reviewer Update
thank you for your feedback. However I have received yet another invoice statement for June 2018. they will be deducting R499 off my account. how is this happening, who is using this contract??? *****!! on the invoice it states the data that have been used. please urgently help, I don't know what else I need to do. I want his off my name, show me where I signed for this contract??? I want it off my name.
lD
lynne D's update12 Jun 2018, 08:19
Reviewer Update
I have not received any feedback. There has been no communication/feedback received from Cell C. what do I need to do, this contract still reflects on my name.
Cell C
Cell C's reply12 Jun 2018, 12:45
Official

Good afternoon Lynne

A follow up request has been sent to the consultant handling your review and feedback will be provided.

Regards

Cell C | PN

Cell C
Cell C's reply19 Jun 2018, 08:25
Official

Theodorah has been in contact with you to assist and advise on a way forward regarding this matter.

Regards
Cell C | PN

lD
lynne D's update19 Jun 2018, 14:54
Reviewer Update
Theodorah HAS NOT been in contact with me, it has been over a week and I have not received any feedback. This account is being used by someone else and the money is being deducted from my bank account. why can this account not be taken off my name??? I did not sign any contract, not did I receive a router, but still I am being billed every month. when will this end? the consultant does not communicate at all, I need to email her for a follow up and to provide me with feedback. this is so upsetting, I don't know what more to do.
Cell C
Cell C's reply19 Jun 2018, 16:00
Official

Kindly refer to the email Theodorah sent to your Gmail account.

Regards

Cell C | PN

lD
lynne D's update20 Jun 2018, 13:48
Reviewer Update
I received the email dated 19/06/2018. I have mentioned to Theodora via email to contact me on my cellphone and work landline as an alternative line. I have also been in contact with the consultant at cell c who has informed me that the contract is cancelled, however cannot provide me with any proof? This was not mentioned by Theodorah. I want it in writing, there has been no communication from cell c at all. only time I receive any feedback is when I query. I am fed up, I am going to the ombudsman. Theodorah mentioned in the email dated 19/06/2018 that before she can see to my request to cancel this contract, my details need to be verified electronically? no, no, please just cancel this contract. After receiving the email from theodorah yesterday, I have not received any feedback thus far.
Cell C
Cell C's reply20 Jun 2018, 15:47
Official

Theodorah tried contacting you on your 064****336 and 021****028 today and could not reach you. However, she sent an email advising you of this and provided feedback regarding this matter.

Regards

Cell C | PN

lD
lynne D's update21 Jun 2018, 13:36
Reviewer Update
good day thank you for the response. I have received feedback from theodorah via email on 21/06/2018, stating that the account has been deactivated. I then responded and requested a letter from cell c stating that the account is off my name and no further deductions will be made from my account. I await a response from cell c.
Cell C
Cell C's reply21 Jun 2018, 15:48
Official

Noted.

Regards

Cell C | PN

Cell C
Cell C's reply21 Jun 2018, 15:48
Official

Noted.

Regards

Cell C | PN

lD
lynne D's update29 Jun 2018, 08:06
Reviewer Update
Today, 29/06/2018 Cell C has debited money off my account once again, for an account that DOES NOT EXIST!!! they deducted R331 and then another R500. WHY?????!!!! You assured me that nothing will be debited off my account. On the 21/06/2018 that everything was cancelled and that no money will be deducted. on 21/06/2018 I requested from Theodorah to send me the proof in the form of a letter that this account is cancelled. it is the 29/06/2018 and I am still waiting for a letter. Cell C did not even send me an apology for the inconvenience that they have caused, they did not even reimburse me with all the bank charges!!! what kind of service is that Cell C?? Pathetic. What are you going to do to address this issue, I need feedback immediately and I want it on paper!
Cell C
Cell C's reply29 Jun 2018, 11:43
Official

We have forwarded your feedback to Theodorah for further assistance. Apologies for the poor service.

Regards

Cell C | PN

lD
lynne D's update02 Jul 2018, 08:26
Reviewer Update
Cell C debited another amount of R499 on 30/06/2018. I honestly don’t know what to do anymore, this is so stressful and Cell C does not care to help. I am emotionally stressed out, I cannot do this anymore. all you do is apologies for the inconvenience but NOTHING is being done to resolve this matter! every time I have to reverse the transaction, my bank charges me, and all Cell C can say is SORRY :-( I am so disgusted and disappointed in your service. this issue has been unresolved since April 2018, we are in JULY NOW. Unacceptable. What are you doing to fast track this?
Cell C
Cell C's reply02 Jul 2018, 10:40
Official

On the 29th Theodorah contacted you and advised that a credit has been prepared by our Finance department and she advised on what will be done regarding the bank charges.

We care and we want to help. Theodorah is not at work today but we will get someone to assist in her absence and follow up on this matter.

Regards

Cell C | PN

lD
lynne D's update02 Jul 2018, 14:00
Reviewer Update
Good day Thank you for the response but I fear that this is a never ending problem.
lD
lynne D's update04 Jul 2018, 10:40
Reviewer Update
any feedback on the cancelled letter? I still have not received a cancelled letter since I last spoke to Theodorah on the 29th June 2018. any feedback or communication would be appreciated.
Cell C
Cell C's reply04 Jul 2018, 10:47
Official

On the 29th of June, Theodorah provided you with feedback regarding the letter.

Regards

Cell C | PN

lD
lynne D's update04 Jul 2018, 15:07
Reviewer Update
Theodorah stated that she is unable to provide a letter as she is awaiting for Chantell, the consultant at Cell C to provide her with more information, this was on the 29 June 2018. I have emailed both Theodorah and Chantell for feedback on the letter as another deduction went off my account on 30/06/2018 and NO ONE CAN TELL ME WHY CELL C IS STILL DEDUCTING MONEY OFF MY ACCOUNT. I am sick of being messed about, provide me with a letter, proof that this account is cancelled and off my name. I am sure CELL C will probably deduct MY MONEY again the end of JULY, This nightmare is never ending. I want answers, why does cell c keep deducting MY MONEY! I am really fed up, I'm taking matters into my own hands. will report this at the ombudsman.
lD
lynne D's update06 Jul 2018, 14:10
Reviewer Update
I have just received another invoice statement from Cell C for July 2018. It states that I am in arears with R1500.00. this is affecting my credit record negatively, I have not received any feedback from Cell C since I last spoke to Theodorah on the 29/06/2018. I have submitted my complaint form to the ombudsman.
Cell C
Cell C's reply06 Jul 2018, 14:35
Official

We have forwarded your feedback to Theodorah.

Regards

Cell C | PN

Cell C
Cell C's reply06 Jul 2018, 14:35
Official

We have forwarded your feedback to Theodorah.

Regards

Cell C | PN

lD
lynne D's update09 Jul 2018, 14:48
Reviewer Update
no feedback as yet from Theodorah.
Cell C
Cell C's reply09 Jul 2018, 15:07
Official

Good afternoon Lynne

Theodorah is not at work today, she will probably be back tomorrow and will provide feedback.

Regards

Cell C| PN

lD
lynne D's update10 Jul 2018, 19:02
Reviewer Update
How is this my problem? So what I must wait until she is back at work, “probably tomorrow “??!! What kind of pathetic service is this? Get someone else on it! My credit rating is going down the drain because of your *********** staff, sort out this issue and clear my name.
Cell C
Cell C's reply11 Jul 2018, 07:57
Official

She actually came back the next day and followed up on the matter that is why you received an email from Chantell, providing you with feedback.

Regards

Cell C | PN

lD
lynne D's update11 Jul 2018, 10:12
Reviewer Update
I only received an email from Chantell this morning, 11/07/2018 at 07.09 informing me that she will send me a cancellation letter during the course of the day, and that she is waiting on her manager to send her the letter.
Cell C
Cell C's reply11 Jul 2018, 10:51
Official

We have confirmation, Chantell sent the email yesterday at 11:23 AM.

Regards

Cell C | PN

lD
lynne D's update11 Jul 2018, 11:00
Reviewer Update
Apologies, that is correct, I checked it again and it was originally sent to me on 10/07/2018 at 11.23. I await the cancellation letter and proof that Cell C will no longer debit money out of my account and that this is off my name and will no longer affect my credit record negatively.
lD
lynne D's update13 Jul 2018, 08:58
Reviewer Update
It has been 3 days since I was promised a cancellation letter, I have not heard back from Chantell nor Theodorah since 10/07/2018. Pathetic. I feel like Cell C is not taking this matter seriously. and that customer service is not one of Cell C's main priorities. Cell c does not care about the customer, and in this instance I was treated unfairly, my name is negatively affected on my credit record, and for 4 months Cell c could not assist me, and now I must pay for their mistake. It is not fair. I have to beg you to assist me and take this matter seriously, I do not receive feedback from your staff unless I constantly send them emails and beg for feedback. I really don't know what to do anymore, this has ****ed my spirit and soon I will be receiving calls from cell C's debt collection department asking me why I did not pay for 4 months? this is too stressful, I am a victim, I do not deserve this. ill ask you again, cell C, please help me, please fix YOUR MESS and clear my name.
Cell C
Cell C's reply13 Jul 2018, 09:20
Official

Good morning Lynne

Do not despair, we will ensure that this matter is sorted. Apologies for the frustration and poor service.

Do expect communication.

Regards

Cell C | PN

lD
lynne D's update19 Jul 2018, 08:58
Reviewer Update
Approaching another week without feedback. Next week on my payday,Cell C will debit installments yet again like they did for the past 4 months on a contract I DO NOT HAVE,DOES NOT EXIST,I will get blacklisted and all Cell C says is “we will get back to you” ????
Cell C
Cell C's reply19 Jul 2018, 10:12
Official

We have escalated this matter for assistance.

Regards

Cell C | PN

lD
lynne D's update23 Jul 2018, 14:43
Reviewer Update
noted with thanks, I await feedback.
Cell C
Cell C's reply24 Jul 2018, 07:35
Official

Good morning Lynne

Chantell prepared the cancellation letter and we trust you have received it.

Regards

Cell C | PN

lD
lynne D's update24 Jul 2018, 07:38
Reviewer Update
I have to date not received a cancellation letter nor any communication of it.
Cell C
Cell C's reply24 Jul 2018, 07:44
Official

Noted, we will get someone to send it to you. Apologies for the poor service.

Regards

Cell C | PN

lD
lynne D's update24 Jul 2018, 07:47
Reviewer Update
noted.
Cell C
Cell C's reply24 Jul 2018, 08:00
Official

Theodorah has forwarded the cancellation letter.

Regards

Cell C | PN

lD
lynne D's update24 Jul 2018, 09:46
Reviewer Update
I received it, thanks.
Cell C
Cell C's reply24 Jul 2018, 10:33
Official

You are welcome.

Enjoy your day.

Regards

Cell C | PN