MONTH-MONTH CONTRACT SWITCHED TO 24-MONTH WITHOUT CONSENT

In May 2020, I took out a Cell C contract (via the call center) for a 2GB PINNACLE MONTH TO MONTH to the value of R198. Prior to ending the call, the lady mentioned to me that a contract is a MONTH-TO-Month contract (sim only) and only 1-months notice will need to be provided should I wish to cancel.

On Monday, 28 February, I sent through an email to cancel the contract as I will be immigrating at the start of April (one-month notice) and requested for my number to be transferred to a prepaid number thereafter. One week later, I received a call from the retentions department stating that I am liable to pay a cancellation fee (+_R2,700) as my contact has now been moved to a 24-month contract. I asked why this is the case as the lady mentioned that Cell C took it upon themselves to make this decsion. I then asked to speak to the supervisor as I will not be accepting this as I signed up for a month-to-month contract. I continue to call Cell C on a daily basis to try to get to the bottom of this and every day I get told a different story; your case has been escalated, you don't have a contract with Cell C, we cannot help you, your case is being reviewed (when there is no case even logged onto the system), no cancellation request has been logged and the list goes on and on.

There was no communication received stating that my contract has been transferred to a 24-month contract. I DID NOT provide CellC with consent or acknowledgment that I was happy to proceed with a 24-month contract and therefore I am not liable to pay any outstanding committment fee.

I went into a physical store on Saturday, 12 March (Cavendish Square, Cape Town) to see if they could assist me and I was told I do not have a contract on the system and therefore they cannot help me. The gentleman called Cell C HQ to try assist me with my query and they said they cannot cancel my contract until I have settled the commitment fee.

According to the Consumer Protection act, ''you are allowed to cancel your mobile contract, any time before the agreed expired date mentioned in the agreement, but you have to give 20 business days' notice in writing.''

I have been pushed from pillar to post regarding this matter and this is absolutely unacceptable.

I AM NOT LIABLE TO PAY FOR ANY COMMITMENT FEE. I SIGNED UP FOR A MONTH-TO-MONTH contract and Cell C WILL terminate my contract as requested on 31 March 2022.