over charged, no communication, no one cares

I have a real issue with cell c, In December, I had called customer service and asked to upgrade my contract, in the beginning I was told stories as to why I’m unable to upgrade, seeing that the phone I had was no more, I then asked to cancel my contract. The lady I spoke to then transferred me to cancellations dept.

the lady in the cancellations dept asked me why I want to cancel, I told her its because I qualify for an upgrade but when enquiring to upgrade, no one wants to assist so it’s better I just pay it off and cancel. Se then asked for my details and said she is able to assist me with the upgrade and that I don’t need to cancel. I agreed and all was well.

During the call, she had explained to me that I will still be paying off my previous phone up until end of March when my contract ends and that the Samsung galaxy A6,though I will be receiving it after 3-5 working days, I will only begin to pay for it once the current one expires. She assured me that there will be no difference in the money that I pay for the current one and that my benefits for the Samsung A6 will only kick in once the current contract expires.

Okay fine, I got my phone after two days and it was cool but I noticed that end of Jan, instead of paying the normal 249pm, +R400 was debited from my account, I then assumed that maybe it’s a service fee for the new phone and that it would return to the original R249 end of feb. End of Feb comes and my debit amount is still +R400. Okay, I contact cell c on twitter and tell them my query, they say they will get back to me. I wait, they contact me after two days.

A young man who goes by the name Maropeng calls me and asks about the issue, I explain, he says my contract is open line and that is why the debit amount is higher, I tell him that “no, this phone was bought for my little sister, there’s no way I could have agreed to such. The lady I spoke to assured me that there were no changes. I never authorised this open line” he then says he will investigate and call me back. After about an hour to two hours, he calls back and says he is struggling to find the recorded calls and asks which numbers I used. I tell him all possible numbers, even the ones im certain I did not use but I give him the numbers anyway. I remember using the landline at work and being transferred to cancellations but he reassures me he will try again and get back to me.

He never did.

I tweeted a direct message again to cell c on Tuesday and was told there is a back log. Maropeng will get back to me. I asked “when?” s/he said “will communicate feedback when it is available to us” ok.

No Feedback.

Today is Friday, I sent a message again asking for Maropeng’s direct line. I was totally ignored, no response.

I paid more than I was supposed to. I did not ask for an open line. This has inconvenienced me and someone needs to be held accountable for this issue. Its not fair that I keep asking what has happened and no one is prioritising this enough to give me a response.

Honestly, every month money is debited and I’m a fair customer, I don’t expect any less from cell c either. We had an agreement. It’s a business transaction so what is this that you are doing now? Going against our agreement??

Either I get a refund or there is some sort of compensation. Please lets be fair and communicate properly to one another. Find those recordings and hear me not agree to an open line and fix this.

The same person who will respond to this is probably the same person who manages the twitter account and has clearly shown that they don't care in anycase