Double Billing and Failure to Provide Call Recording

I have mailed the below to Cell C on 25/02/2025 On 30 November 2025, I went to the Cell C store in Tygervalley to upgrade my SIM-only contract. I was told the deal could only be processed via the call centre, which was closed that day. On 1 December 2025, I called and upgraded my contract. Despite being assured by the agent that I would not pay double, I was billed for both the old and new contract for December 2025. The agent explained the new contract would be calculated pro rata, which should mean the old one is refunded pro rata. I raised this with several agents, but no one resolved it. My wife went through the same process and received her refund automatically, yet I have been ignored. To make matters worse, I requested the call recording more than a month ago under the Promotion of Access to Information Act (PAIA), but Cell C has failed to respond. My query was simply closed without resolution. This is unacceptable. I demand: 1. Immediate refund of the pro rata amount for the old contract. 2. Provision of the call recording of my upgrade call. 3. Proper communication and accountability from Cell C. The case was once again just closed. No call recoding. No accountability. It seems Cell C doesn’t care about customer service or the provisions of PAIA. Below are all the case numbers. Case Number : *** Case Number : *** Case number *** Incident: ***