Ongoing ITC Update Failure & Complaint About Unprofessional Service

Dear Cell C Customer Service,

I am writing to express my absolute frustration and disappointment with the unacceptable level of service I have received from your team, particularly in regard to the ITC update on my account and the unprofessional conduct of your consultant, Rotondwa.

I settled my account in full fin February and I was assured that the flag would be removed from ITC within 21 days. Not only was this an unreasonable waiting period, but I also followed up repeatedly to ensure the update would be done correctly and on time, only to be ignored or given vague responses.

Now, well over a month later, the issue remains unresolved. I am still being told the same tired excuse: that the matter will be "referred to the collections department for an ITC update", the exact line I was fed months ago. This is utterly unacceptable. Your failure to act timeously is affecting my credit record and personal affairs, and I will not tolerate it any longer.

To make matters worse, the consultant handling my query, Rotondwa, has been nothing short of unhelpful, dismissive and clearly lacks the knowledge or professionalism required to deal with customer concerns. She is unable to provide clear answers, is evasive when asked direct questions, and shows no urgency in resolving the matter. This reflects extremely poorly on Cell C as a whole.

Your company’s habit of setting deadlines and failing to honour them shows a total lack of accountability and customer care. I am honestly baffled as to how a company like Cell C is still operating with this level of service. It is not only *********** but disgraceful.

I demand an immediate resolution to this matter, no more delays, no more empty promises. I want written confirmation that the ITC update has been actioned, along with proof of submission to the relevant credit bureaus, within 48 hours of this email.

Should you fail to address this immediately, I will be left with no choice but to escalate this matter to the National Credit Regulator and lodge a formal complaint with the Ombudsman for Telecommunications.

Enough is enough.