Continued to charged full price for an expired account

One of our cellphone contracts was due to expire on the 2nd of November 2022. Around 7th of October 2022, we e-mailed CellC instructing them to allow the contract to expire and then close it. We specifically mentioned that we did not want to continue the contract, or move it onto prepaid. We wanted it cancelled when it expired. Our e-mail was succent and very clear on what you were supposed to do.

We received an e-mail in response, telling us something we not only already knew but didn't even ask about regarding early cancellations/waiting for contracts to expire.

The e-mail asked us to "advise" on what we wanted you to do however our prior e-mail already contained very clear instructions on what we wanted you to do.

Given that we are not in the habit of repeating ourselves your e-mail was subsequently ignored.

This may be a revolutionary thing, but we kind of expect your staff to be able to read and act on client requests without asking them to repeat themselves.

The contract ended and CellC never cancelled the account. You then had the audacity to continue charging us full price for a contract we explicitly told you to cancel.

CellC was notified of this and were told (again) in no uncertain terms (again) to cancel it. Yet despite receiving confirmation it would be done, it wasn't.

This process has repeated for months now.

We spoke to someone a little earlier today who advised that CellC will cancel the contract (which, I'll remind you, should have been done WHEN IT EXPIRED) however, we were told CellC will not be reimbursing us the money they charged for that contract (between Nov and now) because, and I quote, "you did not respond to the "please advise" in the e-mail we sent you."

So.. what happened? 1. A request was sent to cancel a contract on date of expiration. 2. An e-mail was sent from CellC asking what we wanted them to do because apparently .. reading is too hard? 3. That e-mail was ignored because CellC already had the instruction of what to do. 4. CellC ignored it the e-mail henceforth. 5. CellC continued to charge full price for a contract that had expired. 6. CellC was requested multiple times over several months to cancel the contract but ignored the requests. 7. CellC will now cancel the account, but won't reimburse because... "you didn't tell us what you want us to do".

... This level of incompetence is absolutely beyond the pale.

Absolute thievery. Absolutely disgusting.