LN
Lawrence N
1 reviews | Active since Apr 2026
21 Apr 2026, 10:53
Payment Arrangement Ignored Despite Commitment
On 1 April 2026, I contacted Cell C after missing a payment and arranged to split it into two installments: half at the end of April and the remaining half in May 2026, due to my financial situation at the time.
Despite this arrangement, Cell C continued attempting to debit my Absa account through the Kelly Stubb system, which tracks failed payments. When I reached out to clarify, the consultant repeatedly insisted that “a customer agreed to that,” seemingly ignoring the arrangement we had made.
I find this situation frustrating and confusing. If an arrangement can be made to accommodate a customer’s circumstances, it should be honored. A customer taking accountability and making an effort to pay should reflect a genuine commitment, which should be respected rather than overridden by automated systems.
I hope Cell C improves communication and ensures that agreements with customers are consistently followed, to prevent unnecessary stress and confusion.
Helpful (0)
Replies (3)0
Replies (3)
Cell C's replyOfficial
21 Apr 2026, 11:24Dear Lawrence Nkwana,
We sincerely apologize for the frustration and confusion you experienced.
We acknowledge that you contacted Cell C on 1 April 2026 and arranged to split your payment into two installments due to your financial circumstances. We regret that despite this arrangement, debit attempts continued on your Absa account, and that our communication did not reflect the agreement made.
Please be assured that your feedback has been escalated for review. We are committed to ensuring that customer arrangements are honored and that automated processes do not override agreements made with our consultants. Your accountability and effort to pay are valued, and we will use this feedback to improve our communication and processes to prevent similar situations in future.
Regards,
Cell C | ZS
We sincerely apologize for the frustration and confusion you experienced.
We acknowledge that you contacted Cell C on 1 April 2026 and arranged to split your payment into two installments due to your financial circumstances. We regret that despite this arrangement, debit attempts continued on your Absa account, and that our communication did not reflect the agreement made.
Please be assured that your feedback has been escalated for review. We are committed to ensuring that customer arrangements are honored and that automated processes do not override agreements made with our consultants. Your accountability and effort to pay are valued, and we will use this feedback to improve our communication and processes to prevent similar situations in future.
Regards,
Cell C | ZS
Best regards,
Cell C's reply21 Apr 2026, 11:24
Official
Dear Lawrence Nkwana,
We sincerely apologize for the frustration and confusion you experienced.
We acknowledge that you contacted Cell C on 1 April 2026 and arranged to split your payment into two installments due to your financial circumstances. We regret that despite this arrangement, debit attempts continued on your Absa account, and that our communication did not reflect the agreement made.
Please be assured that your feedback has been escalated for review. We are committed to ensuring that customer arrangements are honored and that automated processes do not override agreements made with our consultants. Your accountability and effort to pay are valued, and we will use this feedback to improve our communication and processes to prevent similar situations in future.
Regards,
Cell C | ZS
We sincerely apologize for the frustration and confusion you experienced.
We acknowledge that you contacted Cell C on 1 April 2026 and arranged to split your payment into two installments due to your financial circumstances. We regret that despite this arrangement, debit attempts continued on your Absa account, and that our communication did not reflect the agreement made.
Please be assured that your feedback has been escalated for review. We are committed to ensuring that customer arrangements are honored and that automated processes do not override agreements made with our consultants. Your accountability and effort to pay are valued, and we will use this feedback to improve our communication and processes to prevent similar situations in future.
Regards,
Cell C | ZS
Best regards,
LN
Lawrence N's updateReviewer Update
21 Apr 2026, 11:45Dear ZS Team,
Thank you for your response. I appreciate the acknowledgment and the commitment to review my feedback. I believe a similar approach should be consistently shared with your customer service teams to prevent recurring issues.
I have been a loyal Cell C customer for over five to six years and have generally maintained my payments, with only two missed payments during this period. On the first occasion, I managed to pay before the next debit date. My concern is with consultants who do not seem to fully understand or respect these arrangements.
A failed debit order incurs a R50 fee (so far 2 in April tried to debit) and repeated failures quickly accumulate, along with additional charges for insufficient funds. Such situations could have been avoided if my agreed-upon arrangements were properly updated in your system. Today’s economy is challenging, yet I strive to remain a loyal and responsible customer.
I am not seeking reimbur*****t, but I request that your automated systems do not continue to attempt debits before the agreed arrangements are fully updated and honored. Ensuring this would prevent unnecessary shortfalls and further frustration.
Thank you for your attention to this matter.
Kind regards,
Thank you for your response. I appreciate the acknowledgment and the commitment to review my feedback. I believe a similar approach should be consistently shared with your customer service teams to prevent recurring issues.
I have been a loyal Cell C customer for over five to six years and have generally maintained my payments, with only two missed payments during this period. On the first occasion, I managed to pay before the next debit date. My concern is with consultants who do not seem to fully understand or respect these arrangements.
A failed debit order incurs a R50 fee (so far 2 in April tried to debit) and repeated failures quickly accumulate, along with additional charges for insufficient funds. Such situations could have been avoided if my agreed-upon arrangements were properly updated in your system. Today’s economy is challenging, yet I strive to remain a loyal and responsible customer.
I am not seeking reimbur*****t, but I request that your automated systems do not continue to attempt debits before the agreed arrangements are fully updated and honored. Ensuring this would prevent unnecessary shortfalls and further frustration.
Thank you for your attention to this matter.
Kind regards,
LN
Lawrence N's update21 Apr 2026, 11:45
Reviewer Update
Dear ZS Team,
Thank you for your response. I appreciate the acknowledgment and the commitment to review my feedback. I believe a similar approach should be consistently shared with your customer service teams to prevent recurring issues.
I have been a loyal Cell C customer for over five to six years and have generally maintained my payments, with only two missed payments during this period. On the first occasion, I managed to pay before the next debit date. My concern is with consultants who do not seem to fully understand or respect these arrangements.
A failed debit order incurs a R50 fee (so far 2 in April tried to debit) and repeated failures quickly accumulate, along with additional charges for insufficient funds. Such situations could have been avoided if my agreed-upon arrangements were properly updated in your system. Today’s economy is challenging, yet I strive to remain a loyal and responsible customer.
I am not seeking reimbur*****t, but I request that your automated systems do not continue to attempt debits before the agreed arrangements are fully updated and honored. Ensuring this would prevent unnecessary shortfalls and further frustration.
Thank you for your attention to this matter.
Kind regards,
Thank you for your response. I appreciate the acknowledgment and the commitment to review my feedback. I believe a similar approach should be consistently shared with your customer service teams to prevent recurring issues.
I have been a loyal Cell C customer for over five to six years and have generally maintained my payments, with only two missed payments during this period. On the first occasion, I managed to pay before the next debit date. My concern is with consultants who do not seem to fully understand or respect these arrangements.
A failed debit order incurs a R50 fee (so far 2 in April tried to debit) and repeated failures quickly accumulate, along with additional charges for insufficient funds. Such situations could have been avoided if my agreed-upon arrangements were properly updated in your system. Today’s economy is challenging, yet I strive to remain a loyal and responsible customer.
I am not seeking reimbur*****t, but I request that your automated systems do not continue to attempt debits before the agreed arrangements are fully updated and honored. Ensuring this would prevent unnecessary shortfalls and further frustration.
Thank you for your attention to this matter.
Kind regards,
Cell C's replyOfficial
21 Apr 2026, 12:11Dear Lawrence N
Thank you for your detailed feedback and for being a loyal Cell C customer for over five years.
We truly value your commitment and appreciate the effort you have made to maintain your payments during this time.
We sincerely regret the frustration caused by repeated debit attempts and the associated fees.
Your concern regarding consultants not fully updating or respecting agreed arrangements is noted, and we will ensure this matter is reviewed with our customer service teams to prevent similar issues in the future.
Please be assured that we are committed to honoring your arrangements and will work to ensure our automated systems reflect these updates accurately.
This will help avoid unnecessary charges and provide you with a smoother experience going forward.
We appreciate your continued support and understanding, and we remain committed to providing you with the best possible service.
Regards,
Cell C | BFM
Thank you for your detailed feedback and for being a loyal Cell C customer for over five years.
We truly value your commitment and appreciate the effort you have made to maintain your payments during this time.
We sincerely regret the frustration caused by repeated debit attempts and the associated fees.
Your concern regarding consultants not fully updating or respecting agreed arrangements is noted, and we will ensure this matter is reviewed with our customer service teams to prevent similar issues in the future.
Please be assured that we are committed to honoring your arrangements and will work to ensure our automated systems reflect these updates accurately.
This will help avoid unnecessary charges and provide you with a smoother experience going forward.
We appreciate your continued support and understanding, and we remain committed to providing you with the best possible service.
Regards,
Cell C | BFM
Best regards,
Cell C's reply21 Apr 2026, 12:11
Official
Dear Lawrence N
Thank you for your detailed feedback and for being a loyal Cell C customer for over five years.
We truly value your commitment and appreciate the effort you have made to maintain your payments during this time.
We sincerely regret the frustration caused by repeated debit attempts and the associated fees.
Your concern regarding consultants not fully updating or respecting agreed arrangements is noted, and we will ensure this matter is reviewed with our customer service teams to prevent similar issues in the future.
Please be assured that we are committed to honoring your arrangements and will work to ensure our automated systems reflect these updates accurately.
This will help avoid unnecessary charges and provide you with a smoother experience going forward.
We appreciate your continued support and understanding, and we remain committed to providing you with the best possible service.
Regards,
Cell C | BFM
Thank you for your detailed feedback and for being a loyal Cell C customer for over five years.
We truly value your commitment and appreciate the effort you have made to maintain your payments during this time.
We sincerely regret the frustration caused by repeated debit attempts and the associated fees.
Your concern regarding consultants not fully updating or respecting agreed arrangements is noted, and we will ensure this matter is reviewed with our customer service teams to prevent similar issues in the future.
Please be assured that we are committed to honoring your arrangements and will work to ensure our automated systems reflect these updates accurately.
This will help avoid unnecessary charges and provide you with a smoother experience going forward.
We appreciate your continued support and understanding, and we remain committed to providing you with the best possible service.
Regards,
Cell C | BFM
Best regards,