incorrect billing and remove interest on my account.

Dear Cell C, I am writing to formally demand the immediate restoration of my mobile line, which remains disconnected despite repeated assurances and an ongoing dispute regarding billing errors on your end. Background:

• I app**** for one SIM card, yet I have been charged for two SIM cards, with debits app**** incorrectly since December 2025.
• I have made multiple attempts to clarify the correct amount and resolve this issue, but unauthorized debits continue, and my service remains suspended.
• I have spoken to Lucky from Collections, who advised me that my line would be reconnected and confirmed that a request had been made for restoration.
• I also spoke to Lucky from Client Services, who confirmed a note had been made on the system regarding my line.
• Despite these assurances, my line is still not connected, and I continue to see attempts to debit me for two SIM cards.

Legal Basis:

1. Consumer Protection Act (CPA), Sections 40–41 & 55: A supplier cannot discontinue a service without proper notice and an opportunity to dispute charges. Your disconnection of my line while the dispute remains unresolved is ********.
2. National Credit Act (NCA), Section 86(10): During a legitimate dispute, a credit provider cannot take adverse action, including disconnection, to enforce payment. Your continued inaction and attempted billing violations this provision.

Demand:

• Immediate restoration of my mobile line without further delay.
• Reversal of all unauthorized debits app**** to my account since December 2025.
• Written confirmation of the corrected amount that I am legally obliged to pay.
• Assurance that no further billing for the second SIM card will occur.

Failure to comply will leave me with no choice but to escalate this matter to the National Consumer Commission (NCC) and the Independent Communications Authority of South Africa (ICASA), and consider further legal remedies. I expect written confirmation within 48 hours that my line has been restored and the billing errors corrected. This matter has been unreasonably delayed, and as a paying customer, I will not be penalized for Cell C’s mismanagement and incompetence. Regards,

Dear Cell C,

I am writing to express my extreme frustration with the ongoing issues regarding my account, which remain unresolved despite prior communication and assurances.

Key Issues:

My line remains locked, causing significant inconvenience.

The debit order did not go off successfully, resulting in bank charges for returned payments, even though a payment arrangement was agreed upon.

I was billed for two SIM cards, while I only app**** for one SIM card. This included connection fees and pro-rata charges for a second SIM that I did not request.

I have called Cell C multiple times requesting clarification on the correct amount payable, but I was provided inconsistent and incorrect information, this matter has been dragging since December until i send complaints to hello peter.

The errors and confusion were entirely due to incompetence on Cell C’s end, and it is unfair that I, the customer, am suffering for mistakes I did not cause.

Legal Basis:

Under the Consumer Protection Act (CPA), Sections 40–41 & 55, I am entitled to fair and honest business practices and cannot be penalized for supplier errors.

Under the National Credit Act (NCA), Section 86(10), a credit provider cannot take adverse action, including service disconnection, while a legitimate dispute exists.

Demand:

Immediate unlocking and restoration of my mobile line.

Reversal of all unauthorized charges, including those related to the second SIM, connection fees I was not liable for, and bank charges incurred due to failed debits.

Written confirmation of the correct amount payable for my one SIM card.

Assurance that no further erroneous debits will be attempted.

I expect confirmation within 24 hours that my line has been restored and the account corrected. Failure to act immediately will leave me with no choice but to escalate this matter to the National Consumer Commission (NCC), ICASA, and pursue legal remedies for damages and inconvenience caused.

This situation has been ongoing since December 2025, and I will not tolerate further delays or incompetence.

Regards,
Khanyisani Mthembu

Dear Cell C Team, Thank you for your response and for confirming that my line is now connected. I also acknowledge the credits app**** for the R70 unpaid debit order penalty and the R199 connection fee. However, regarding the interest charged on my account, I must highlight several points:

1. I was advised that I must pay R978, which I disputed on 15 December 2025. The consultant at the time instructed me to pay the amount as is and dispute it later, assuring me that I would be credited back. I was also informed that my account would not be debited further until the matter was resolved. Despite following this advice, interest continued to accrue.
2. I have made multiple attempts to clarify the correct amount to pay, but I received different figures, none of which matched what was agreed. Had the delay not been caused on Cell C’s side — including the issues affecting both SIM cards — the accrued interest would not have occurred.

Under the National Credit Act 34 of 2005, consumers are entitled to accurate information about their accounts, including the correct amount owed, and creditors are required to act in good faith. The repeated discrepancies in amounts provided, combined with the advice I followed from your consultant, directly contributed to the interest and delays. In light of the above, I request that the interest charged as a result of these miscommunications and delays be reviewed and reversed. I also request confirmation that the disputed R978 will be handled as previously advised, with any necessary credit app**** to my account. I trust that Cell C will resolve this promptly in accordance with fair credit and consumer protection practices. Kind regards,