Data ****** by CELL C.

I am writing to formally lodge a complaint regarding an issue with my recent data purchase, as well as the poor service I experienced when attempting to resolve it.

On Friday, 20 March, at approximately 10:00 AM, I recharged my account with a 12GB data bundle for R299. However, by the afternoon, my data had already dropped to 5GB. This level of usage within a few hours is highly unusual and has never occurred before during my long-standing time as a Cell C customer.

Before the data depletion reached that point, I had already adjusted my phone settings to prevent apps from refreshing in the background, yet the issue persisted.

I contacted your call centre to report the matter. After explaining my situation, I was transferred to the technical department, where I was required to repeat the entire explanation and go through verification again. I was then placed on hold for an extended period, and after spending over 30 minutes to an hour on the call, it was eventually disconnected during the service rating prompt—without my issue being resolved.

This experience is extremely disappointing. As a loyal customer, I expect better service and efficient resolution of technical issues.

I am therefore requesting the following:

A full investigation into the unexplained data depletion A detailed, itemised data usage report for the period in question A refund or reinstatement of the lost data Improvement in customer service processes, particularly in handling escalations and reducing unnecessary repetition

Please also note that my account history will show minimal recharge activity over the past few months (fewer than five instances), which further supports that this usage is abnormal. I trust that this matter will be handled urgently and professionally. I look forward to your prompt response.