Finance Department Error
Cell C allocated two payments to my account instead of one (The debit order did only take ONE payment) but when "fixing" the double allocation on my account...someone deducted the actual payment so it looks like I didn't make a payment (fixing the error was only done two months later as well). I have been querying this with them since September 2021...I've had so many Case #'s that it's getting ridicules. My new case has been going since end July 2022 for the same issue and now...I see they want to double deduct again at the end of this month. Every time I call, I get someone new that tells me that all they can do is "log the call" NO-ONE can contact Account Corporate to actually speak to someone and the case is on going. In the meantime, CellC keeps trying to collect the funds that are not theirs :-( I have supp**** all CellC Statements showing the error AND all payments I've made. I was told my account was "up to date" after the double deduction done at the end of June and I don't have to pay end July....well, surprise surprise....new account is going to try and deduct two months deductions. All I want is for someone to please correct THEIR error so my account can be correct. I'm about to cancel their service (which I have been with since they opened) and go with someone else. The hard part...is their actually service (coverage, etc) is perfect...never had issues with it...just the accounts side.
Helpful (0)
Replies (19)0
Replies (19)'s updateReviewer Update
11 Aug 2022, 13:05I just want someone to please sort out the account :-(
's update11 Aug 2022, 13:05
Reviewer Update
I just want someone to please sort out the account :-(
Cell C's replyOfficial
11 Aug 2022, 13:33Good day Chere
Thank you for contacting us.
The matter will be escalated to our Support Team for assistance. We apologise for any inconvenience caused.
^NT
Thank you for contacting us.
The matter will be escalated to our Support Team for assistance. We apologise for any inconvenience caused.
^NT
Best regards,
Cell C's reply11 Aug 2022, 13:33
Official
Good day Chere
Thank you for contacting us.
The matter will be escalated to our Support Team for assistance. We apologise for any inconvenience caused.
^NT
Thank you for contacting us.
The matter will be escalated to our Support Team for assistance. We apologise for any inconvenience caused.
^NT
Best regards,
's updateReviewer Update
12 Aug 2022, 12:40I have been contacted by Danielle and assured that my account has not been sorted out :-) Thank you so much for looking into my complaint and sorting it out so quickly. I have received confirmation that my account is up to date.
's update12 Aug 2022, 12:40
Reviewer Update
I have been contacted by Danielle and assured that my account has not been sorted out :-) Thank you so much for looking into my complaint and sorting it out so quickly. I have received confirmation that my account is up to date.
Cell C's replyOfficial
12 Aug 2022, 14:42Good day Chere
We are glad to hear that. Thank you for the feedback.
^NT
We are glad to hear that. Thank you for the feedback.
^NT
Best regards,
Cell C's reply12 Aug 2022, 14:42
Official
Good day Chere
We are glad to hear that. Thank you for the feedback.
^NT
We are glad to hear that. Thank you for the feedback.
^NT
Best regards,
's updateReviewer Update
05 Sept 2022, 14:20I just received my new statement and my account has not been sorted :-( It shows that I owe R599 which means my September payment of R859 has not been reallocated to my account. I have emailed the contact which let me know my account was sorted out last month...hoping to received a response soon.
's update05 Sept 2022, 14:20
Reviewer Update
I just received my new statement and my account has not been sorted :-( It shows that I owe R599 which means my September payment of R859 has not been reallocated to my account. I have emailed the contact which let me know my account was sorted out last month...hoping to received a response soon.
Cell C's replyOfficial
12 Sept 2022, 20:34Good day Chere
Thank you for contacting Cell C.
We apologise for the late response. We had a technical glitch which has now been resolved.
Have you been assisted?
^NT
Thank you for contacting Cell C.
We apologise for the late response. We had a technical glitch which has now been resolved.
Have you been assisted?
^NT
Best regards,
Cell C's reply12 Sept 2022, 20:34
Official
Good day Chere
Thank you for contacting Cell C.
We apologise for the late response. We had a technical glitch which has now been resolved.
Have you been assisted?
^NT
Thank you for contacting Cell C.
We apologise for the late response. We had a technical glitch which has now been resolved.
Have you been assisted?
^NT
Best regards,
's updateReviewer Update
13 Sept 2022, 06:03Hi there,
Just downloaded my Statement and it shows R599.00 as outstanding...that should be cleared if my September 2021 payment was allocated...I should be in credit with R260.00.
If you need all the payments, statements and a recon...please let me know. I have sent it all through a few times over the last 8 months.
Kind Regards
Chere
Just downloaded my Statement and it shows R599.00 as outstanding...that should be cleared if my September 2021 payment was allocated...I should be in credit with R260.00.
If you need all the payments, statements and a recon...please let me know. I have sent it all through a few times over the last 8 months.
Kind Regards
Chere
's update13 Sept 2022, 06:03
Reviewer Update
Hi there,
Just downloaded my Statement and it shows R599.00 as outstanding...that should be cleared if my September 2021 payment was allocated...I should be in credit with R260.00.
If you need all the payments, statements and a recon...please let me know. I have sent it all through a few times over the last 8 months.
Kind Regards
Chere
Just downloaded my Statement and it shows R599.00 as outstanding...that should be cleared if my September 2021 payment was allocated...I should be in credit with R260.00.
If you need all the payments, statements and a recon...please let me know. I have sent it all through a few times over the last 8 months.
Kind Regards
Chere
Cell C's replyOfficial
13 Sept 2022, 10:03Hi Chere
Where did you pull the statement from?
^MP
Where did you pull the statement from?
^MP
Best regards,
Cell C's reply13 Sept 2022, 10:03
Official
Hi Chere
Where did you pull the statement from?
^MP
Where did you pull the statement from?
^MP
Best regards,
's updateReviewer Update
13 Sept 2022, 10:05Hi there,
Your CellC website
Your CellC website
's update13 Sept 2022, 10:05
Reviewer Update
Hi there,
Your CellC website
Your CellC website
's updateReviewer Update
06 Oct 2022, 11:04Well...it's more than a month and my September 2021 has still not been allocated to my account. I just received my statement and I "apparently" owe you R1328. When are you going to correct my account??? I am beginning to question why I have stayed with you for so long :-( I am busy looking into the Ombudsman for ISP providers. It's R599 for you but it's money AND principle for me. I've been fighting this for OVER A YEAR!!! I have sent you every single payment I have made since the error occurred (including copies of your own statements showing the reversal done in November 2021).
's update06 Oct 2022, 11:04
Reviewer Update
Well...it's more than a month and my September 2021 has still not been allocated to my account. I just received my statement and I "apparently" owe you R1328. When are you going to correct my account??? I am beginning to question why I have stayed with you for so long :-( I am busy looking into the Ombudsman for ISP providers. It's R599 for you but it's money AND principle for me. I've been fighting this for OVER A YEAR!!! I have sent you every single payment I have made since the error occurred (including copies of your own statements showing the reversal done in November 2021).
's updateReviewer Update
06 Oct 2022, 11:09My September 2021 debit order was R829 - new statement is showing R599.00 in arrears instead of (R260.00) in credit. I should only be paying YOU R469.00 and my account will be correct and back to R729 a month.
's update06 Oct 2022, 11:09
Reviewer Update
My September 2021 debit order was R829 - new statement is showing R599.00 in arrears instead of (R260.00) in credit. I should only be paying YOU R469.00 and my account will be correct and back to R729 a month.
Cell C's replyOfficial
06 Oct 2022, 11:46Dear Chere Dronti,
Thank you for your review.
As per the ***, We have been receiving EFT payments of R729.
Which account are you querying?
^NZ
Thank you for your review.
As per the ***, We have been receiving EFT payments of R729.
Which account are you querying?
^NZ
Best regards,
Cell C's reply06 Oct 2022, 11:46
Official
Dear Chere Dronti,
Thank you for your review.
As per the ***, We have been receiving EFT payments of R729.
Which account are you querying?
^NZ
Thank you for your review.
As per the ***, We have been receiving EFT payments of R729.
Which account are you querying?
^NZ
Best regards,
's updateReviewer Update
06 Oct 2022, 12:11I make manual payments for this account (you have the correct account number) because if I have funds in my account on the 25th...CellC debits through PayFast whatever is on the statement. So if the statement shows R1328....it gets deducted. This has happened so many times over the 3 years. You can see when a debit order is received and when I make the EFT. I just want someone to please have a look at the account. Septembers payment of R859 was deducted via debit order. Someone in your accounts department put the payment through twice...then reversed the one "payment" in October clearly realising the error. The account then up to date but again someone decided to reverse the actual September payment in November and my account was showing in arrears. In NO further statements received from CellC has it every been corrected and my statement was always showing something in arrears. I want to be able to ask for a statement and the amount is correct. You have all the statements and payments. You can recon all the way back to August 2021 and see what happened on your side.
's update06 Oct 2022, 12:11
Reviewer Update
I make manual payments for this account (you have the correct account number) because if I have funds in my account on the 25th...CellC debits through PayFast whatever is on the statement. So if the statement shows R1328....it gets deducted. This has happened so many times over the 3 years. You can see when a debit order is received and when I make the EFT. I just want someone to please have a look at the account. Septembers payment of R859 was deducted via debit order. Someone in your accounts department put the payment through twice...then reversed the one "payment" in October clearly realising the error. The account then up to date but again someone decided to reverse the actual September payment in November and my account was showing in arrears. In NO further statements received from CellC has it every been corrected and my statement was always showing something in arrears. I want to be able to ask for a statement and the amount is correct. You have all the statements and payments. You can recon all the way back to August 2021 and see what happened on your side.
Cell C's replyOfficial
06 Oct 2022, 15:04Please send us your bank statement.
Confirm the email address you will send it from.
Can we reach you on number *** for assistance?
^NZ
Confirm the email address you will send it from.
Can we reach you on number *** for assistance?
^NZ
Best regards,
Cell C's reply06 Oct 2022, 15:04
Official
Please send us your bank statement.
Confirm the email address you will send it from.
Can we reach you on number *** for assistance?
^NZ
Confirm the email address you will send it from.
Can we reach you on number *** for assistance?
^NZ
Best regards,
's updateReviewer Update
06 Oct 2022, 15:28Why do you need my bank statement? For which month or do you just want confirmation of my account?
My email addy: ***
Yes..that is my contact number
My email addy: ***
Yes..that is my contact number
's update06 Oct 2022, 15:28
Reviewer Update
Why do you need my bank statement? For which month or do you just want confirmation of my account?
My email addy: ***
Yes..that is my contact number
My email addy: ***
Yes..that is my contact number
Cell C's replyOfficial
06 Oct 2022, 16:25For the month you settled your account.
^NZ
^NZ
Best regards,
Cell C's reply06 Oct 2022, 16:25
Official
For the month you settled your account.
^NZ
^NZ
Best regards,
's updateReviewer Update
06 Oct 2022, 16:27Which email address must I send it too please? I will send you payments from September 2021 to Jan 2022 with copies of your statements
's update06 Oct 2022, 16:27
Reviewer Update
Which email address must I send it too please? I will send you payments from September 2021 to Jan 2022 with copies of your statements
's updateReviewer Update
07 Oct 2022, 13:54I have not had a response yet...
Which email address must I send it too please? I will send you payments from September 2021 to Jan 2022 with copies of your statements.
Which email address must I send it too please? I will send you payments from September 2021 to Jan 2022 with copies of your statements.
's update07 Oct 2022, 13:54
Reviewer Update
I have not had a response yet...
Which email address must I send it too please? I will send you payments from September 2021 to Jan 2022 with copies of your statements.
Which email address must I send it too please? I will send you payments from September 2021 to Jan 2022 with copies of your statements.
's updateReviewer Update
13 Oct 2022, 09:35This is the frustration I have....someone answered on a public platform so people can see they answer but nothing actually gets done.
I am still wait for an email address to send all the requested documents to you.
And now I cannot get a statement off your website so I cannot see what is on my account. But I did request a statement and it is still showing that my September 2021 payment has not been re-allocated.
I am still wait for an email address to send all the requested documents to you.
And now I cannot get a statement off your website so I cannot see what is on my account. But I did request a statement and it is still showing that my September 2021 payment has not been re-allocated.
's update13 Oct 2022, 09:35
Reviewer Update
This is the frustration I have....someone answered on a public platform so people can see they answer but nothing actually gets done.
I am still wait for an email address to send all the requested documents to you.
And now I cannot get a statement off your website so I cannot see what is on my account. But I did request a statement and it is still showing that my September 2021 payment has not been re-allocated.
I am still wait for an email address to send all the requested documents to you.
And now I cannot get a statement off your website so I cannot see what is on my account. But I did request a statement and it is still showing that my September 2021 payment has not been re-allocated.