My Painful Experience with Cell C

<p>I am a Cell C customer on the Infinity package. In February 2017 I noticed that my bill was unusually higher, R2213.03 instead of the usual plus/minus R1600. I called to find out and was told that its due to roaming charges. Now, I have been on Cell C since 2010 I think and have never had this problem. I protested this. </p> <p>1) I have never requested roaming and do travel abroad a lot but up until now had never had this problem.</p> <p>2) The only time I called from abroad I was using the wi-fi calling service. I had used this before with no problems.</p> <p>3) In any case, my understanding has been that my contract has a cap and there should be no way I could go beyond R1700. Certain services are automatically disabled ones I reach the limit. In fact, where I needed more services (eg., SMSs) beyond the limit I could only do so by calling Cell C to extend the limit. </p> <p> </p> <p>On 10 Feb I was told my case ********** 932 has been escalated. A few days later after not hearing from Cell C I followed up only to be told my case had been referred to the wrong people. The agent I spoke to then redirected the case to the right people. I must say, I have had no issues with Cell C until this point so while I was querying the bill I was also upgrading my contract under the same number which was approved. On the 21st of Feb I received an SMS saying "... the months cannot be amended anymore as you have already processed an upgrade on your line". This was quite disturbing in that Cell C did not bother to call me and explain and second I did not understand how a contract upgrade could interfere with rectifying overbilling. In March I was hit by another shocking R 6754.90 bill. I had been abroad so upon return second week of March I called again with regards to the first case and also the March statement. I was referred to a Keneilwe who reopened the first case but argued that a Cell Shop in the Grove Mall in Pretoria had activated my roaming service in December 2014 and wrote to them requesting legitimate proof for activating my roaming service. If not, the shop would be liable. I protested why Cell C's failled to deactivate my roaming even after my complaint about the Feb billing. Her response was that I did not explicitly ask them to turn it off but she admitted that according to their recordings I had called Cell C 44 time and among the calls had complained about why my roaming is active without my authorisation. The roaming service was only deactivated on Tuesday 14 March. Seemingly there is a problem with the wi-fi calling service if it charges roaming fees when one is supposedly using it. Up to now, my problem has not been resolved. Their March debit order has just gone through, they took R6754.90 from my account. I am planning to escalate this matter but thought it useful to warn other costumers who may fall victim. </p> <p> </p> <p>Showers</p>