Paid My Cell C Debt in Full, Yet My Credit Profile Remains Affected

I am extremely frustrated with Cell C.

My account went into arrears and was handed over to VVM Infinity. I paid the account in full and received a paid-up letter on 7 July 2025 confirming that the debt had been settled.

I recently discovered that my Cell C account is apparently still reflected as active/open, which has been negatively affecting my credit profile. This may explain why I have repeatedly been declined for credit and vehicle finance applications despite having settled the debt almost a year ago.

Today I visited the Cell C store at Vangate Mall seeking assistance. I showed the manager my paid-up letter, which was confirmed as legitimate. However, instead of helping me resolve the issue, I was told to call various numbers myself. I was even warned that the call centre might simply try to get rid of me.

I was then referred to another number that requires my old Cell C cellphone number to proceed. I stopped using that number last year and no longer have it, which means I cannot even access assistance.

My question is simple: How many paid-up letters does a customer need before an account is properly closed and updated?

I honoured my obligation and paid the account in full. Yet nearly a year later I am still suffering the consequences of incorrect reporting and being denied access to credit.

I am requesting that Cell C urgently investigate this matter, update their records, correct any credit bureau reporting and provide written confirmation that the account has been settled and closed.

This situation has caused significant inconvenience and potential financial prejudice, and I expect a prompt resolution.