Line Permanently Deactivated

On the 25th of May 2021, I entered a 24 months Agreement (Upfront SmartData 50GB) with Cell C and was issued a SIM 061 *** *** to access the contractual data benefits. On the other hand, I have been using Cell C prepaid services close to 10 years via 079 *** ****.

Having 2 Cell C SIM cards (1 for Contract and the other for Prepaid services), I requested Cell C to transfer my 50GB data from the 061 *** *** contract SIM to the 079 *** *** prepaid SIM to aid me with convenience, so I only use 1 SIM. I was helped nicely with this by a consultant over the phone. This year, in March and April, I experienced poor service based on the remote area I stayed in I assumed. During this period, my banking details changed and I did not notify Cell C due to my dissatisfaction. My account was not paid for May, Jun, and July. This consequently led Cell C to cancel the services and permanently deactivate my Prepaid 079 *** ****. A few days before this could happen, I have been contacting Cell C and going to their stores trying to find out how much am I in arrears for so I can settle it because now this was now affecting a lot of things (Credit score, communications, OTP, payments etc.).

Cell C consultants claimed my account was handed over to Attorneys, to which when I called, my case was not found on their system. I kept on going back and forth between Cell C and attorneys multiple times until Cell C finally gave me the amount in arrears (R1 246) and an account. I paid it all at once then requested for my services to be resumed and was then told that my case is actually sitting with a credit collection (3rd party), and I need to call them. To my surprise, the 3rd party asked how will I settle the R10 692 that I owe Cell C.

Cell C has not allocated the R1 246 I paid, 3rd party is also not aware of this payment. Cell C told me that due to 120 of being in arrears my 079 *** **** number was permanently deactivated, they cannot even guarantee that the number will be reactivated after any settlements are done. All I need is for Cell C to be fair in terms of resolving this dispute. Cut benefits for 061 *** **** and permanently deactivate 061 *** **** number, not the prepaid 079 *** ****. The consultants delayed me from making a payment for all amounts in arrears (R1 246) which led to a lapse of 120 days that automatically triggered this permanent deactivation, which I was also not made aware of.

The contract was R370 pm, how did we get to R10 692? A Cell C consultant said, bank charges. R370pm X 24months = R8 880. R8 880 - (R1 246 +R300) payments = R7 334 balance. R10 692 – R7334 = R3 358 worth of bank charges, for just a R370 pm deal?