Credit profile affected

In May I had settled my account cell phone contract with Cell C, I had paid the agreed balance of R4681. As per Cell C process I was told to pay the settlement amount into the banking details provided, once this has been completed I should wait 48hrs call Cell C to confirm they have received the payment and once they confirmed receipt they will close the contract account and place the number onto prepaid which was done on 15/05/2017 they sent an sms stating that the contract was successfully terminated.

On June 28 Cell C made an unauthorised debit order of R4331 from my banking account, the next day I enquire about the debit order, I am then told “the actual process of settlement is” that after requesting a settlement amount an additional account is added to your profile (seen as a dummy settlement profile) once the settlement payment is received and confirmed and it should be allocated to that account and the profile should be closed. I followed the process on following up and they put my number on prepaid but never allocated the money to the account therefor the money was seen as outstanding and was then claimed as a settlement debit order. (this means Cell C is now in credit of R4331 of mine)

I was told first off asked if I had considered disputing the instalment from my banks side, and after asking if I would be reimbursed for the chargers as this was not an error made on my end I was told by a team leader in the accounts department by the name Busiswa Sihlali that I will not be reimbursed as it would have been my decision to do so. She proceeds to say the only process that can be followed from their side is that they can process a refund which will take 7 working days for the longest, taking into account this is my rent money that has been taken from me. I had waited the suggested turnaround time I followed up and said the agreed date the money was supposed to be in my account and followed up twice in this period.

After the 7th working day I had not received the promised phone call nor my refund, so needing to pay my rent I had eventually gone to reverse the money myself and pay for Cell C ERRORS made. The next day I receive my refund and call back to them explaining why I had done what I done to then be told by an agent that “this is your doings so you will need to ensure Cell C money is paid back as you now have a balance again). I speak to a team leader who agreed that fter all the trouble they will contact me in 48 hours to reverse their payment to my account and after this my troubles with them will be sorted out.

I received a call on the day discussed the money was reversed back to Cell C, by this time both parties agreed we no longer had any business on the contact number in question.

Before I say the rest I would like to state I have never had a bad credit profile, I have made sure It has been kept in order as I have plans for my future. So now that opportunity has come up and I need credit of only R2200 which the bank declined me of due to a negative credit scoring. For one I settled my cell phone account to increase my scoring more 4 months ago! I follow up on my ITC report to find that Cell C has now left the ‘dummy account’ open on my profile since May as a MONTHLY INSTALLMENT OF R4431. This has never been the case.

So now back on the phone with Cell C, the legal department as they would have the account removed. I spoke to an agent by the name of Thabo Mbatyzo on 05/09/2017 who advised me on the call that he could see the previous troubles I had and would make sure the profile is removed off ITC and it will seem as it never existed so my profile should go back to the way it was. Thabo confirmed a turnaround time of 48h, due to me never winning with Cell C I asked to confirm with a manager who said that by Friday the 8th I could check my report and it will be removed.

Today I check my ITC report since the 5th which means 8 business days later and still nothing has changed, I call the legal team at Cell C and Thabo is not in, neither his manager so I speak to an agent named Nomfundo Nqobani (15/09/2017 at 4.45) who “No ma’am you need to wait 14 business as per process” this is where I got upset and explained that this is an ongoing issue and I am only calling now because of the incorrect information I was given originally. She stops me saying “here is the credit bureaus number call them after the 14 day period to follow up” I work for the bank I have no need to call the bureau when I have a clear understanding of what credit processes are I then ask her to speak to a team leader or someone who is in charge on the shift she places me on hold for over 6 minutes not advises me what she is going to do.

Then the best part of all Dikeledi Mokanzani answers the call after me being on hold and asked how she can assist I ask for her title and she only says she is Nomfundos college who can assist, I ask again what her occupation in the company is and she advised me SHE IS ANOTHER ADVISER/”AGENT who thinks she is able to make me understand the process better.

Firstly after a client asks to speak a senior, it should be treated as a complaint and a manager should come to the phone, and if a manager if not available a call back should be arranged. After I explain to Dikeledi that I asked to speak to a team leader and not another agent she says “well when a team leader is not her we try FCR but this is my 100th call there is no use trying to get it right the first call any more that opportunity is long gone.

I now need to wait and rebuild my scoring for the next 4 – 6 months in order to move forward with my life like I would like to.

Your soonest response will be highly appreciated Amica Elrick