Formal Complaint: Ongoing Service Failures, Billing Irregularities and ***** Risk

To: Independent Communications Authority of South Africa (ICASA)

Dear Sir / Madam,

I hereby submit a formal complaint against Cell C (Pty) Ltd regarding ongoing service failures, billing irregularities, and unresolved ***** risks, despite repeated attempts to resolve these matters directly with the service provider.

I manage multiple senior-level mobile accounts (nine active lines) with Cell C. In my experience, Cell C has demonstrated a sustained pattern of operational incompetence, poor customer service, and systemic administrative failure.

On 18 December, I lodged a formal complaint with Cell C. Shortly thereafter, I received numerous calls from Cell C representatives apologising and assuring me that the issues would be resolved. Acting in good faith on these assurances, I signed and submitted a debit order on the same day.

Despite this:

No corrective action has been taken

Three follow-up emails have gone unanswered

Billing irregularities persist, including unexplained invoices for R189

I was advised by Cell C to contact their collections department. However, when I attempted to do so, the official email address provided by Cell C failed, returning the following message:

“Delivery has failed to these recipients or groups: *** – The email address couldn’t be found.”

This reflects a fundamental breakdown in Cell C’s internal communication and customer support systems.

In addition, I continue to receive emails and messages from unknown numbers claiming to represent Cell C, requesting copies of my identity document. These communications pose a serious ***** and identity-theft risk. I have reported this repeatedly to Cell C’s ***** department, yet no investigation, feedback, or preventative action has been communicated to me.

Cell C’s failure to:

Resolve billing disputes

Maintain functional customer communication channels

Protect customers from apparent ***** attempts using its name

constitutes, in my view, a breach of its obligations to consumers under applicable telecommunications regulations.

I respectfully request that ICASA investigate this matter and require Cell C to:

Rectify all billing discrepancies

Confirm the status of my debit order in writing

Address and formally respond to the reported ***** risks

Provide a single accountable point of contact for resolution

I am willing to provide copies of correspondence, invoices, and system failure notices upon request.

Thank you for your attention to this matter.

Yours faithfully, Charles