Frustrated Cell C customer ??

Sometime last year I called the retentions department requesting my full settlement amount of my current cellphone contract. I made the payment and requested they must not cancel my contract since I still want my benefits.

A day ago I received a bank notification notifying me Cell C’s debit order. The whole day I have been trying to call the retentions department but the Customer Service call centre agents have been failing in transferring my call the department and every time I call the department directly, it still takes me to the customer service department. I have tried social media with the hope they would call me immediately and nothing.

All I want is my recording of when I requested my full settlement amount so I can compare it to the amount I made when I thought I was settling my full settlement amount.

I am a highly frustrated customer and my contract is only coming to an end February 2019 and I cannot wait. If this is not quickly resolved I will have no chose but to take this matter to the ombudsman.