Consumer Complaint

I would like to lay a formal complaint regarding Cell C and their terrible service and their lack of attempt to resolve my query.

On the 6 April 2019, I went into the Cell C store at Canal Walk as my contract was due for an upgrade in May 2019. I was assisted by Ismail and signed up to the below package:

Sim Only: on SmartData Share 10GB at R289 pm x 24 with Total 60GB Data p.m. (30GB Anytime and 30GB Nite Time Data. (SmartData 10GB/1000 Wifi calling Any-net/Promotional 20GB Nite Data/Promotional 20GB AnyTime Data/4.18% Variable Percentage Discount - Discount Access).

On the 06/07/2019, I received my monthly statement and in this email it states that my installment has changed to R306.62 as of 1 July 2019 and that price adjustment was communicated to me however this was not the case. On the the 13/07/2019, I went into Cell C and spoke to Deon (Paarl Mall) who checked the system and confirmed that no notification of the tariff change was sent to me. He was not able to assist me with reverting the tariff amount back to the agreed amount and referred me to the call centre. I contacted the call centre from the store and spoke to Nhlanhla who also checked the system and confirmed that no notification was sent to me advising of the change. She was also not able to assist me and referred me to the Head Office. The number provided to me by the consultant was ***. I contacted the head office on the 15/07/2019 and was only given the option to be directed back to the call centre. On the 15/07/2019, I spoke to Princess and explained the situation to her however she advised me she is unable to change the tariff back to the agreed amount and there is nobody higher than her that can assist. She advised me that she can put me through to the cancellation department, provided me the direct number and then the call was cut.

In the terms and conditions of the contract, section 5.1.8 it states:

The Charges may be changed from time to time by means of publishing an amended Tariff Plan and by informing you in writing of these changes. Cell C SP will notify you at least 20 Working Days before the Charges are changed and you will then have the option to cancel the Agreement in terms of the cancellation provisions.

I have given Cell C the opportunity to assist me with this query but they have not been able to do so and I would like ICASA or the Ombudsman to resolve this query to my full satisfaction.

I either want the installment to be reverted back to the agreed amount of R289pm or for the contract to be terminated by the 31/06/2019, with no cancellation charges.