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Nonhlanhla S

1 reviews | Active since May 2023

13 Jan 2024, 05:49

Incorrect billing

I'm Nonhlanhla Sefuba, I've been a cellc customer since 2017 but I'm disappointed at how my account is managed.

I've called a couple of times, please listen to the recordings regarding *** and ***.

The billing is incorrect

***

I've asked all additional calls be set at zero. I have not been able to make calls the entire December but the statement reflects R500+ of additional calls.

***

I initially had 900min recurring and I requested that it be down graded to 90min but my statement shows that I'm being billed on 900 and 90 and 25. The usage will show that I did not get these units because foe most of December I could not make called until I purchased onceo ff R50 airtime.

Please fix this as soon as possible.

Regards Nonhlanhla sefuba

0
Replies (7)
Cell C
Cell C's reply13 Jan 2024, 08:10
Official
Dear Nonhlanhla Sefuba
Thank you for contacting us. 

We sincerely apologize for unpleasant experience. The matter will be escalated to our Support team for assistance. 

Please do expect our call within 24 working hours. 

Regards
Cell C | NT
NS
Nonhlanhla S's update18 Jan 2024, 15:08
Reviewer Update
I think we have a much bigger problem on our hands. We need forensic investigation involved. My minutes finished on the 8th of December and I analysed the 9th to verify the accuracy of your report. I have sent you an email with all the attachments. Your report shows transactions to myself (4 to be exact – highlighted in red). I cannot call my own number with my own sim card.The purple numbers were both missed calls from my niece Tiyani (see screen shots).The green number was an actual call but it did not go through because there was no airtime. It only lasted 2 sec (see screen shot)The amber numbers were not. One of these numbers belong to my daughter but I did not call her on this day, instead I dialed the youngest one but that call was not successful due to no airtime. But that call log does not show on your report. This report is absolutely flawed. RegardsNonhlanhla
Cell C
Cell C's reply18 Jan 2024, 16:09
Official
Dear Nonhlanhla Sefuba,

We apologize for your less than satisfactory experience with us, which did not meet our usual customer service standards.

We have emphasized the importance of resolving this matter promptly to our team, and we will contact you with an update.

Regards 
Cell C | MN 
NS
Nonhlanhla S's update31 Jan 2024, 17:22
Reviewer Update
hi

you still have not responded to my mail. no useful feedback. i have calculated everything that i need to billed for and the cost comes to :
image.png 34.94 KBThis is what i will be paying for tomorrow. please make sure that my account is sorted out. all additional charges on *** are rationalized to 0 as per my request last year. these are tough times and i cannot accept incorrect billing any more. Sphelele from billing wanted to help me sort this out but you said that you will close the loop but you did not.

I am a very aggrieved client that has been treated very badly.

Regards
Noni
NS
Nonhlanhla S's update05 Feb 2024, 16:33
Reviewer Update
Hi
Can I have feedback on this dispute urgently.

Regards
Nonhlanhla
Cell C
Cell C's reply05 Feb 2024, 16:43
Official
Dear Nonhlanhla Sefuba

Thank you for reaching out to us regarding your dispute. We understand the urgency of your request and would like to assure you that your concern is important to us.

Our team is actively investigating the matter to provide you with a thorough and accurate resolution. We understand the impact this situation may have, and we apologize for any inconvenience it has caused. Rest assured, our priority is to ensure a fair and swift resolution to your satisfaction.

We will keep you informed of our progress and provide feedback as soon as possible.

Regards,
Cell C | TM 

NS
Nonhlanhla S's update02 Mar 2024, 08:38
Reviewer Update
Hi
Can you please activate all my numbers, you have debited my account but my numbers are suspended.