Contract cancelled without my approval and ITC listed. Still not resolved

I am writing to formally raise a complaint regarding the handling of my Cell C contract.

On the 25th April 2025 , I paid the full overdue outstanding amount on my account, believing this would regularize my service. Despite this, my contract was cancelled without my consent on the same day. Following this, I was listed on ITC, which I believe is unjust and damaging to my credit profile.

In addition, I have now been billed R2,800 for contract cancellation fees — even though I did not request nor authorize any cancellation. I have attempted numerous times to resolve this matter through your call centre and other customer support channels, but I have received no resolution.

I am requesting the following:

1. A full explanation and written proof of the reason for cancellation. 2. Immediate reversal of the R2,800 charge. 3. Immediate removal of the negative listing from my credit record (ITC). 4. A written apology and confirmation that my matter has been resolved, together with a paid up letter.

I trust you will treat this matter with urgency. Should I not receive a satisfactory response within 7 business days, I will escalate the matter to ICASA, the Consumer Goods and Services Ombud, and lodge a formal dispute with the credit bureaus under the National Credit Act.