continual harrassment by cellc

1.) 10 February 2025Nigel received a phone call and new contract from cellc and received a router related to this contract(attached) within about 1 or 2 days of this contract, then on 10 February 2025 i am debited R351.13, then on 15 March 2025 i am debited R379.01 (contract is for R219.0 per month x 24 as per emailed contract and telephonic conversation 10 February 2025) 2.) 06 April 2025 On 6th April i receive a call from cellc in response to my email query, and am told they have no record of me receiving a new router, in spite of me telling her i have the new router, from the general attitude of the telephonist i can hear she does not seem to know what to do next, and in general from calls to and from cellc now, i can hear cellc does not realise the stress they cause clients with these types of problems, surely if i have a contract and a new router i should not have to go though situations like this, don't they record and retrieve phone calls as proof, and on top of this i receive a call between the contract date and these queries from somebody asking if i am interested in a cellc contract upgrade , and i tell them to stop wasting my time with these calls because it has been upgraded, and he tells me no such record, and i told him go and check the records because i knew i had the emailed contract 3.) 09 April 2025 Nigel phoned CELLC 084135 to enquire about amount being debited not according to contract received on email, lady said she can see from their records that this case has been escalated and that i must wait between 24 and 48 hrs before querying again please, so i decided to do exactly this and wait the 24 or 48 hrs, but in general the telephonists that phone manner and professionalism leave a lot to be desired eg one will get emails saying they tried to contact me and i must email them correct contact number, but the correct contact number is on the contract and cellc phoned me for a new contract offer plus a call from "somebody else" re a new contract for cellc , so they have my correct contact number and i have been with cellc for many years4.) 09 April 2025 11:55 AM email from cellcYour feedback for case number *** to me Good day Mr. Nigel Crocker;Thank you for contacting Cell CWe have received your email regarding your billing enquiry case follow up.We do apologize for any inconvenience caused.Kindly provide us with your ID Number or Cellphone number in question for further assistance.For any assistance kindly contact our Customer Care Department on 084135 a free call from any Cell C number operate 24/7 or send an email to ***rds,Cell C Written Correspondence 5.) 09 April 2025 11:55 AM Nigel response to email from cellc Nigel Crocker <***> to customerservice as usual everything was on the contract i attached on the email sent to yourselves that you are responding to: i thought i make it easy by attaching the contract but obviously you not reading my emails, the ID Number or Cellphone number in question is clearly on the contract that was attached on the email to youselves id *** and cell phone number in question is *** also clearly on the contract attachment my contact number *** 6.) 10 April 2025 07:44 AM email from ***ar Cell C CustomerTo ensure continued improvement of our service delivery to our customers, we would value your feedback.Did we do a great job resolving your query? If so, please reply 1.If you were merely satisfied, reply 2.If you were not satisfed at all, reply 3.Your feedback is appreciated.RegardsCell C 7.) 10 April 2025 07:47 AM Nigel response to email from ***3 8.) 10 April 2025 07:44 AM email from ***ar Valued CustomerThank you for contacting Cell C. This is an automated response. Please do not reply to this email. We have received your email and one of our consultants will contact you within 24-48 hours. Should you wish to follow up on an existing query, please email *** or call 135 (free from your Cell C phone) or 084 135 (standard call rates apply). For manual payment confirmation, please email your proof of payment to *** information on Wi-Fi Calling, please visit www.cellc.co.za/wi-ficallingFor information on C-Fibre, please visit www.cellc.co.za/cellc/c-fibreIf your query is *****-related, please call ***.You can also perform the below self-service functions on our digital platforms (Mobile App and Portal):View your usage and balanceManage your bill limitPay your account using a credit cardView and manage your WASP servicesView your contract upgrade dateLink and manage all your Cell C numbers from within one AppRequest your previous months invoices, change your invoice date and update your bill's email addressBuy airtime, SMS and data bundles with your credit card for your Cell C friends and family on prepaid or Top UpAdditional VAS and bundles in your account and deactivate recurring VASActivate and deactivate your Wi-Fi Calling for your convenienceLog a service callThank you for your continued support.Kind regardsCell C Customer Service 9.) 10 April 2025 08:00 AM debit order reverse request on nedbank app by NigelCELLC is not resolving my query 10.) 10 April 2025 10:11 AM email from ***od day Mr. Nigel ****er;Thank you for contacting Cell C.We have received your email requesting to return the router received and cancel your contract.Kindly note your case has been dispatched to the relevant department for further assistance.For any assistance kindly contact our Customer Care Department on 084135 a free call from any Cell C number operate 24/7 or send an email to ***rds,Cell C Written Correspondence 11.) 10 April 2025 10:18 AM Nigel phoned to cancel contractas per previous emailNigel phoned 084135 and requested cancellation and lady after doing enquiry said they are busy with my case and would i give them to finalise the case to which i rep**** "yes"12.) 10 April 2025 01:01 PM email from ***ur feedback for case number ***Good day Mr. Nigel ****er, Thank you for contacting Cell C. We have received your email regarding your bill dispute. Kindly note your case is dispatched to the billing department for further assistance. For any queries contact customer care on 084135. Regards,Cell C written correspondence. 13.) 11 April 2025 01:35 PM call from ***Lady asked Nigel if he had cellc waybill number , in 30 seconds Nigel traced the waybill number CELLC***4 dated 10 February 2025 and gave it to her (wow strange cellc asking these questions - what would have happened had i not had this info - and so the episode with cellc goes on) - so i have emailed the original contract twice and now given cellc this info , luckily in my line of work i have learnt to havethese things on hand - pity us clients have to go through this?? 14.) 15 April 2025 03:16 PM email from ***ur feedback for case number ***Good day Mr. Nigel ****er

Please note that in march you were charged for pro rata for the month of February and March. In April the bill includes penalty of R70 for reversing the payment. For any queries kindly call our customer care to 084 135RegardsCell c We have received your email regarding your bill dispute. Kindly note your case is dispatched to the billing department for further assistance. For any queries contact customer care on 084135.15.) 15 April 2025 03:58 PM call from 084 135Call from a lady saying she from social media department saying they busy with my case and they will get back to me 16.) 16 April 2025 08:40 AM Added review on hellopeter with all above interactions as proof17.) 16 April 2025 09:24 Hello Peter interaction belowCell C’s reply16 Apr 2025 at 09:24Dear Nigel Crocker,

Thank you once again for reaching out and for your continued patience.

We acknowledge your frustration and sincerely apologize for the inconvenience caused. We understand how important accurate billing and clear communication are, and we regret the challenges you've experienced.

Please be assured that your case is still under investigation and is actively being handled by our support team. Based on the latest updates:

You were offered an upgrade at R219/month, and this has now been correctly updated in our system.

The contract start date has also been amended to reflect the correct date.

A request has been submitted to our billing department to process a credit for the overcharges billed incorrectly.

You have been contacted with this update, and you will be notified again once the credit has been finalized.

We understand this has been a frustrating process, and we truly appreciate your understanding while we work to resolve the issue fully. A follow-up call will be made to you as soon as the credit is processed and your case is finalized.

Kind regards, Cell C | GMNigel C’s reply16 Apr 2025 at 09:28Would you be happy with SO MANY calls etc from cellc just to correct my billing from contract received 10 February 2025 to now CELLC asking me for waybill number, poor service any way you look at it, it makes clients unhappy when they billed 379.00 instead of 219.00 and then have to give cellc the waybill number for the device received!Cell C’s reply16 Apr 2025 at 10:05We completely understand how frustrating this experience has been, and we sincerely apologize for the inconvenience caused. Please rest assured that the matter is nearing finalization, and our support team will keep you updated throughout the process. We appreciate your patience as we work to resolve this for you.

Kind regards, Cell C |GMCell C’s reply17 Apr 2025 at 07:51Dear Nigel Crocker,

Please note that our support team has successfully reached out to you regarding your contract. They have confirmed that the necessary amendments have been made. Additionally, we are currently awaiting the credit note to reflect on your account.

Thank you for your patience.

Regards, Cell C | MMNigel C’s reply17 Apr 2025 at 08:02To whom it may concern

I have heard nothing further, only these responses on hellopeter.

NigelCell C’s reply17 Apr 2025 at 08:23Dear Nigel Crocker,

Thank you for your enquiry. We have requested a call back from our support team, and they will be in contact with you shortly to provide the latest updates on the matter.

Kind regards, Cell C | GMNigel C’s reply17 Apr 2025 at 08:33Received call back now from"Cellc Social Media Dept" , WOW WHAT AN EPISODE THIS IS!Cell C’s reply17 Apr 2025 at 08:50Dear Nigel Crocker,

Please note that our support team has successfully reached out to you regarding your contract. They have confirmed that the credit note has been approved and that you will be contacted as soon as the credit has been allocated.

Regards, Cell C | MM Nigel C’s reply17 Apr 2025 at 08:55Noted thank youCell C’s reply17 Apr 2025 at 09:03You're welcome.

Kind regards, Cell C | GMCell C’s reply17 Apr 2025 at 16:17Dear Nigel Crocker,

Thank you for taking the time to speak with us.

We would like to confirm that your recent query has been addressed, and the following actions have been taken:We successfully contacted you on *** and provided full feedback on your upgrade.Confirmation was given that your upgrade will proceed with the 50GB package you selected.The agreed monthly amount of R219.00 will be billed moving forward.As discussed, we will review your account again next month to ensure that billing is accurate.We sincerely apologize once again for the earlier inconvenience caused. We're glad to hear that you're satisfied with the resolution and we appreciate your understanding. Please rest assured that we are committed to maintaining the accuracy of your account.

Kind regards, Cell C | CWNigel C’s reply17 Apr 2025 at 16:21Appreciated18.)

26 April 2025 13:30 Call from CELLC 084135Call from a lady saying she coming back to me regarding reference number ????????? I told her i just cannot understand what she is calling about, i thought this query was long resolved, on a Saturday of a long weekend while watching rugby i must now once again be irritated by cellc