Cell C = USELESS!!!!

FOR ATTENTION: PEDRO DE FREITAS / CELL C HEAD OFFICE

Good evening,

I write this email as a very frustrated long standing customer with Cell C.

This all started during or about 20 April 2026 when Cell C direct called me indicating that I can do an early upgrade on one of my contracts.

When coming to the credit vetting portion of the upgrade, the call agent indicated that there seems to be a problem and that I am owing an amount of R398.02.

This amount literally reflects NOWHERE on my statement and has never reflected on my statement. Customer Care also confirms that this amount is not reflected anywhere and my account is up to date.

After calling and speaking to at least 4 different people at the Customer Service Call Centre, Credit Vetting department, and collections department, no one can help me and tell me where this amount comes from.

Last week Thursday I went to Cell C The Grove with the hope that someone there can help me. Maggie from that branch helped me and said that she can see the amount reflecting as outstanding over 120+ days and have been handed over. Again, I have never seen this amount owing anywhere. Maggie stated the only way I can get this amount off my account is by paying it.

I went back to Maggie at The Grove on Tuesday this week, she called Customer Care, I called Customer Care, she also called Collections, and so did I. Absolutely NO ONE can tell me where this amount comes from and why it is there. Maggie indicated that it seems someone from Cell C Direct created a new customer code on my *** and this is where the amount is outstanding, apparently since January 2025.

Now, I have received no communication of being handed over, no one has called me, no emails, nothing. Even worse, I have received no communication from Cell C indicating that this amount is outstanding either.

So, I am now requesting that I be provided with an explanation where this amount comes from and why and who authorised it. Either way this explanation goes, you can also be guaranteed that I will not be held liable for this overdue amount. It must be removed from my name immediately. I have already spent a lot of time and petrol and energy trying to sort this out, so I should actually be the one to be compensated here.

Should I not receive a response by close of business on Monday, 04 May 2026, I will have to take this further.

Their reply: Dear Mrs. Clarissa Ehlers,

Thank you for contacting Cell C.

We have received your query regarding having an amount showing in arrears that you don't know of.

We sincerely apologize for the inconvenience that has been to you.

Kindly be advised that the account in arrears is *** which was previously linked to your *** number.

Please note that the account is in arrears for two instalments that where never received for that account which is the months of February and March 2025 before the number was combined to your *** account.

Attached kindly find the statements linked to the account.

Should you have any queries, you may contact Customer Care on 084135, available 24/7.

I NEVER received any debit order notification, statement with this amount on, nothing. This is clearly Cell C’s admin mistake, not mine. I never gave authorisation for a new account number to be created.

My reply: Good day,

I take note of your feedback and thank you for same.

However, again, I want to know why this account was never brought to my attention and if it allegedly was, please provide me with the proof of correspondence.

I never gave anyone authorisation to create a new account?? Let alone was I informed of it?? I want to know who made this mistake.

I am not going to be held liable for an amount that I did not authorise, or that was never brought to my attention. In other words, I will not be paying for this and the handover must be removed from my name.

Their reply (this is brilliant in passing the buck): Good day,

I think there is a misunderstanding. If there was ***** committed on my account, it was on Cell C Direct's admin side.

I am reiterating, Maggie at Cell C The Grove confirmed that Cell C Direct must have created a new account number when I opened a new line. I am saying I did not authorise the new account number to be created, therefore, this issue clearly needs to be fixed on Cell C's side. I will not pay that amount.

If this is not sorted out by close of business today, I will take further steps.

I expect a call from a manager at Head Office confirming that the issue is sorted and that my contract upgrade is on its way to me.

Since then, I received only two calls, just telling me that they are investigating. I don’t want calls and emails telling me they are investigating, I WANT SOLUTIONS & AN ANSWER TO MY QUERY!!!!!!!!