Incompetence of CellC / Cell C

I have a Cell C account. I emailed Cell C (***) to update my bank account details on Saturday 19 April 2025. On Sunday 20 April 2025, Cell C attempted to call me while I was in church. On my return from Church, I saw a missed call and email response from them with a case number, I immediately called them back. I was informed that I could not use a particular email, and I had to be email and be further vetted through credit vetting (***), yet I have been with Cell C for well over 10 -15 years. I emailed to the credit vetting while on the call with the agent from Cell C. I subsequently received an automated email with a further case no. Being thorough, I called through on Tuesday 22 April 2025 due to the public holiday on 21 April 2025, informed it was being attended to, and I would receive confirmation once the updates had been done. Confirmation was received during the same week via email and SMS that banking details had been updated. I made a provision for delays in updates by CellC for the debit order against my previous bank account on 25 April 2025 with an expectation of the subsequent debit order going off on the new bank account on 25 May 2025.

Low and behold, 25 May 2025 being a Sunday, Cell C debited my old bank account which I was closing instead of my new bank account. I am utterly ****ed off as funds in the account were to settle outstanding balances with the old bank now, I have additional charges as a result of incompetence by Cell C.

To add insult to injury, I call Cell C this morning to raise this query, my disappointment and anger, I am informed by a call centre agent Palesa that their system still reflects my old bank account and not my new bank account details. After expressing my frustrations, the utter hate I have for incompetence/unprofessionalism, being disrespect, choice of words when being by engaged by Cell C, false confirmations about processes and my disdain for being **** to; I was put on hold longer than expected despite the apology from Palesa after I requested to speak with the Team Leader. I was then informed the team leader Ms Maluleke would call me back in 5 mins.

I was informed that the Team leader would call me back in 5 mins (Lie no 1) this never happened. I insisted that the team leader come to the call centre agent station, and I would prefer to hold but was informed by Palesa they (Team Leaders) cannot do that (Lie no 2), yet in the past when I have called through to Cell C and a problem has been escalated, the team leader has come to the call centre agent station. (Lie 3) I continued to further insist the team leader come on the call but was informed the team leader is somewhere else, the tone of the call centre agent becomes rude with undertones of disrespect and wherein she further informs me that the team leader is sitting right next to her but has the audacity not to take my call when she has the capacity to do so to diffuse an already tense situation, I cautioned the call centre agent that I had informed her earlier before how I hate being disrespected and **** to with previous instances and she went on to do so; she apologized but it was half hazard. This is unprofessional of CellC and highlights a serious level of disrespect/disdain towards customers who have been loyal for a long period of time, this is highly unprofessional especially of the team leader, this highlights a serious level of incompetence......