Data contract nightmare (chapter 2)

My detail Naomi Herman Tel.: ********** (Preferably after 14:00)

Complaint details: Cell C Data contract No.: **********

9 Oct ‘17: Enter into a new data contract with Cell C and receive a LTE router Cell C Colonnade 11 Oct ‘17: Go back to Cell C Colonnade, because the router is not working. After two hours the shop could not get the router to work. The shop gave me a reference number and promised that the call centre would contact me. 13 Oct ‘17: The call centre call me and request that I do a Sims swop. 14 Oct ‘17: Do a sim swop at C Cell shop at Riverside Nelspruit where I was for the weekend. 15 Oct ‘17: Arrive home from Nelspruit. The router is still not working – even with the new sim. 16 Oct ‘17: I go back to Cell C Colonnade with the router. I hand back the router to them and request that my contract be cancelled due to the fact that Cell C is not able to deliver the service they agreed to in terms of the contract. The agent who assisted us (Nathi) took the router. He said he would follow the matter up with the call centre and that he (Nathi) would contact me. The reference no.: is ********** 22

21 Oct ‘17: I went to Cell C Colonnade again. I wanted to speak to Nathi, but he was not there. The agent that assisted us (Bernice) phoned the call centre and gave them the reference number which I gave her. They confirmed that the contract had not been cancelled and that they would contact me during the following week to finalize the matter.

28 Oct.: No one contacted me regarding the Cell C contract as promised. 29 Oct.: Cell C contacts me on a Sunday afternoon. I am visiting friends and do not have the details of the complaint with me. I ask them to phone me on Monday afternoon.

30 Oct.: (10:20) Receive a call from customer care regarding my complaint. I request to be called back after 14:00

2 Nov.: I reverse the debit order at FNB because Cell C is clearly not willing to deliver the service as stated in the contract that I signed with them.

4 Nov.: I phone the Cell C customer care service centre. They tell me that the case is still open on their side. I inform them that I have cancelled the debit order and that I will only start paying again once they deliver a router to me that is a working condition.

30 Nov.: The debit order of the data contract was combined with the that of my cell C phone debit order and deducted from my bank account. I reversed the debit order at the bank and made a EFT to pay my cell phone account.

7 Dec.: After I posted my complained on Hello Peter I received a call from Danielle from Cell C. She assured me that the contract will be cancelled and the outstanding amount will be cancelled as the service was never rendered.

16 Dec.: I received several SMS’s, and phone calls from Cell C informing me that there was a outstanding amount on my cell phone account. My cell phone is fully paid, but the outstanding amount for the data account was added to my cell phone account. On 16 Dec. I received a notification from my bank that Cell C debited my bank account with R 524 (the outstanding amount for the data account). I did not even have a router – how could I have used this data? 18 Dec.: I went to my bank and asked them to reverse the debit order.