Extremely unsatisfactory service.

Dear Cell C,

I hope this message finds you well.

I am writing to formally lodge a complaint regarding unauthorized deductions from my account and the mishandling of my contract cancellation.

I initially subscribed to a month-to-month airtime and data plan, which I understood to be a no-obligation agreement. This meant I had the freedom to cancel or renew at my own discretion, and I honored this plan for approximately two years.

On 24 January 2023, I contacted your customer service to cancel the plan. I was informed that a 30-day notice period was required. I agreed to that and allowed for one final deduction during February 2023 as part of the notice terms.

However, Cell C continued to debit my account in February, March, and April ,well beyond the agreed cancellation date and notice period. These deductions were unauthorized, unexpected, and went against the terms that were communicated to me. I began reversing these debit orders because they were unjustified.

To make matters worse, I was then handed over to a debt collection agency. Under pressure and to avoid further conflict or damage to my name, I paid R1000 to resolve the issue—even though I had clearly communicated my cancellation and fulfilled the notice terms.

With all due respect, I am requesting clarity and accountability from Cell C regarding the following:

1. Why were deductions made after the 30-day notice period had ended?

2. Was I bound by any terms or contractual obligations beyond the month-to-month plan? If so, please provide documented proof.

3. Why was this matter escalated to legal collections without a proper attempt to resolve it directly with me?

4. I request either a full refund of the R1000 or a detailed written breakdown of what that payment supposedly covered.

If Cell C failed to cancel my plan after my formal notice, or if debits continued due to internal mismanagement, this may amount to a breach of consumer protection rights.

I kindly request a written response within 14 working days, failing which I will be forced to escalate this matter to ICASA and the Consumer Protection Office for further investigation

Yours sincerely Phuti Maunye *** *** ***