1 reviews | Active since Jun 2011
Complaint Regarding Unfair Service Deactivation
Dear Cell C Customer Care,
I am writing to formally lodge a complaint regarding the recent deactivation of my services on 26 March 2026 despite a payment arrangement that had been agreed upon in advance.
On 18 March 2026, I communicated with your representative, Kelly, regarding my Cell C Direct Debit order for R 996.90 on account ***2. I clearly stated that I would settle the outstanding amount on 27 March 2026, and this date was confirmed and logged by your representative.
Despite honoring the agreed date and making the payment immediately on 26 March 2026, my services were already deactivated, and I was informed that reconnection would take 24–48 hours. This is unfair, as the payment arrangement had been formally acknowledged and logged by your team.
I kindly request that: My services are reactivated immediately without any further delay. Appropriate measures are taken to ensure that confirmed payment arrangements are respected to prevent such inconvenience in the future.
Thank you for contacting Cell C.
Please accept our sincere apologies for the inconvenience caused by the service deactivation. We understand your concern regarding the payment arrangement made on your account. Kindly note that while payment arrangements are recorded, they do not guarantee that services will not be suspended if the account remains in arrears.
Our records indicate that there is currently an outstanding balance on the account, which may have resulted in the service interruption. We have escalated your query to our support team for further review. One of our consultants will be in contact with you to assist and provide further guidance.
Kind regards,
Cell C | GN
Thank you for contacting Cell C.
Please accept our sincere apologies for the inconvenience caused by the service deactivation. We understand your concern regarding the payment arrangement made on your account. Kindly note that while payment arrangements are recorded, they do not guarantee that services will not be suspended if the account remains in arrears.
Our records indicate that there is currently an outstanding balance on the account, which may have resulted in the service interruption. We have escalated your query to our support team for further review. One of our consultants will be in contact with you to assist and provide further guidance.
Kind regards,
Cell C | GN
Thank you for bringing this to our attention. We sincerely apologise for the inconvenience and concern caused by the unexpected debit of R1,993 instead of R996.90.
We will take the following steps immediately:
▪️Review your account and confirm the payment of R996.90.
▪️Investigate the reason for the duplicate or incorrect debit.
▪️Initiate a refund for any amount incorrectly debited, if applicable.
▪️Provide confirmation once the refund has been processed.
We appreciate your patience and understanding, and we are committed to resolving this promptly.
Cell C | BMT
Thank you for bringing this to our attention. We sincerely apologise for the inconvenience and concern caused by the unexpected debit of R1,993 instead of R996.90.
We will take the following steps immediately:
▪️Review your account and confirm the payment of R996.90.
▪️Investigate the reason for the duplicate or incorrect debit.
▪️Initiate a refund for any amount incorrectly debited, if applicable.
▪️Provide confirmation once the refund has been processed.
We appreciate your patience and understanding, and we are committed to resolving this promptly.
Cell C | BMT