AM
Alina M
1 reviews | Active since Nov 2019
04 Jun 2026, 12:59
Poor Customer Service and Unresolved Billing Issues
In 2025, Cell C did not inform me that my contract had ended. However, they proceeded to change my subscription without my consent and charged me an excessive amount that was not in line with our agreement. I raised this issue multiple times and even took out a new contract that better suited my budget. Despite this, the dispute over the incorrect charges and my non-payment of the disputed amount led to my number being blocked. What is concerning is that, from November 2025 to date, Cell C has continued to load data on the new contract every month, even though my subscription remains blocked and I am unable to use the services. I have since stopped making payments, as I cannot continue paying for a service I am not receiving. I am frustrated because this issue has not been resolved from the beginning, and I am now concerned that I may be handed over as a non-paying customer due to a problem that was not caused by me. I request that Cell C urgently investigate and correct my account, reverse all incorrect charges, and restore fair service.
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Replies (3)0
Replies (3)AM
Alina M's updateReviewer Update
26 Jun 2026, 09:45Good morning
As you work on resolving my account, I would like to provide detailed references explaining why the account was never paid as you allege.
The primary issue is that debit orders were repeatedly attempted outside of the agreed contract amount. Below are the dates and amounts that were deducted or attempted:
15/08/2025 – R307
25/08/2025 – R307.59
29/08/2025 – R334
30/09/2025 – R623.25
03/10/2025 – R315.66
20/10/2025 – R307.59
01/11/2025 – R556.58
04/11/2025 – R248.99
15/11/2025 – R248.99
25/11/2025 – R248.99
29/11/2025 – R626.58
13/12/2025 – R318.99
24/12/2025 – R318.99
31/12/2025 – R1,211.98
From August 2025 onwards, none of these amounts matched the agreed contractual amount.
As a result:
I could not reasonably be expected to maintain sufficient funds for unpredictable and inconsistent debit amounts.
I ensured that I kept aside only the amount I knew to be correct and agreed upon, while waiting for the account to be resolved.
Furthermore, I was also waiting for a promised call to cancel the account, which never took place. During this time:
My line was blocked, making it impossible for me to contact Cell C to follow up or resolve the matter from my side.
Given these circumstances, it is unfair to claim non-payment when the issue stems from incorrect billing and failed communication processes.
I request that this matter be urgently resolved, with:
A correction of the billing to reflect the agreed contract amount
A full review of all incorrect debit attempts
Adjustment of the account balance accordingly.
I further dispute your position of only addressing the incorrect billing linked to the period when the old contract was ending, while completely overlooking the fact that the same billing discrepancies continued into the new contract period.
The issue was never isolated to the closing phase of the old contract — it carried over and directly affected the new billing cycle, and despite this being brought to your attention, it was still not resolved.
This ongoing failure to correct the billing:
Created continuous inconsistencies in the amounts being debited
Prevented me from confidently funding my account correctly
Ultimately escalated the situation to where it is today
It is therefore inaccurate and misleading to treat the problem as if it was limited to a single period. The billing errors were systemic and persistent, impacting both the old and the new contract phases without resolution.
As such, I maintain that:
The entire billing history during both periods must be reviewed
All incorrect charges, not just a selected portion, must be corrected
Accountability must be taken for the continued failure to resolve the issue despite multiple opportunities
Regards
Mpho
As you work on resolving my account, I would like to provide detailed references explaining why the account was never paid as you allege.
The primary issue is that debit orders were repeatedly attempted outside of the agreed contract amount. Below are the dates and amounts that were deducted or attempted:
15/08/2025 – R307
25/08/2025 – R307.59
29/08/2025 – R334
30/09/2025 – R623.25
03/10/2025 – R315.66
20/10/2025 – R307.59
01/11/2025 – R556.58
04/11/2025 – R248.99
15/11/2025 – R248.99
25/11/2025 – R248.99
29/11/2025 – R626.58
13/12/2025 – R318.99
24/12/2025 – R318.99
31/12/2025 – R1,211.98
From August 2025 onwards, none of these amounts matched the agreed contractual amount.
As a result:
I could not reasonably be expected to maintain sufficient funds for unpredictable and inconsistent debit amounts.
I ensured that I kept aside only the amount I knew to be correct and agreed upon, while waiting for the account to be resolved.
Furthermore, I was also waiting for a promised call to cancel the account, which never took place. During this time:
My line was blocked, making it impossible for me to contact Cell C to follow up or resolve the matter from my side.
Given these circumstances, it is unfair to claim non-payment when the issue stems from incorrect billing and failed communication processes.
I request that this matter be urgently resolved, with:
A correction of the billing to reflect the agreed contract amount
A full review of all incorrect debit attempts
Adjustment of the account balance accordingly.
I further dispute your position of only addressing the incorrect billing linked to the period when the old contract was ending, while completely overlooking the fact that the same billing discrepancies continued into the new contract period.
The issue was never isolated to the closing phase of the old contract — it carried over and directly affected the new billing cycle, and despite this being brought to your attention, it was still not resolved.
This ongoing failure to correct the billing:
Created continuous inconsistencies in the amounts being debited
Prevented me from confidently funding my account correctly
Ultimately escalated the situation to where it is today
It is therefore inaccurate and misleading to treat the problem as if it was limited to a single period. The billing errors were systemic and persistent, impacting both the old and the new contract phases without resolution.
As such, I maintain that:
The entire billing history during both periods must be reviewed
All incorrect charges, not just a selected portion, must be corrected
Accountability must be taken for the continued failure to resolve the issue despite multiple opportunities
Regards
Mpho
AM
Alina M's update26 Jun 2026, 09:45
Reviewer Update
Good morning
As you work on resolving my account, I would like to provide detailed references explaining why the account was never paid as you allege.
The primary issue is that debit orders were repeatedly attempted outside of the agreed contract amount. Below are the dates and amounts that were deducted or attempted:
15/08/2025 – R307
25/08/2025 – R307.59
29/08/2025 – R334
30/09/2025 – R623.25
03/10/2025 – R315.66
20/10/2025 – R307.59
01/11/2025 – R556.58
04/11/2025 – R248.99
15/11/2025 – R248.99
25/11/2025 – R248.99
29/11/2025 – R626.58
13/12/2025 – R318.99
24/12/2025 – R318.99
31/12/2025 – R1,211.98
From August 2025 onwards, none of these amounts matched the agreed contractual amount.
As a result:
I could not reasonably be expected to maintain sufficient funds for unpredictable and inconsistent debit amounts.
I ensured that I kept aside only the amount I knew to be correct and agreed upon, while waiting for the account to be resolved.
Furthermore, I was also waiting for a promised call to cancel the account, which never took place. During this time:
My line was blocked, making it impossible for me to contact Cell C to follow up or resolve the matter from my side.
Given these circumstances, it is unfair to claim non-payment when the issue stems from incorrect billing and failed communication processes.
I request that this matter be urgently resolved, with:
A correction of the billing to reflect the agreed contract amount
A full review of all incorrect debit attempts
Adjustment of the account balance accordingly.
I further dispute your position of only addressing the incorrect billing linked to the period when the old contract was ending, while completely overlooking the fact that the same billing discrepancies continued into the new contract period.
The issue was never isolated to the closing phase of the old contract — it carried over and directly affected the new billing cycle, and despite this being brought to your attention, it was still not resolved.
This ongoing failure to correct the billing:
Created continuous inconsistencies in the amounts being debited
Prevented me from confidently funding my account correctly
Ultimately escalated the situation to where it is today
It is therefore inaccurate and misleading to treat the problem as if it was limited to a single period. The billing errors were systemic and persistent, impacting both the old and the new contract phases without resolution.
As such, I maintain that:
The entire billing history during both periods must be reviewed
All incorrect charges, not just a selected portion, must be corrected
Accountability must be taken for the continued failure to resolve the issue despite multiple opportunities
Regards
Mpho
As you work on resolving my account, I would like to provide detailed references explaining why the account was never paid as you allege.
The primary issue is that debit orders were repeatedly attempted outside of the agreed contract amount. Below are the dates and amounts that were deducted or attempted:
15/08/2025 – R307
25/08/2025 – R307.59
29/08/2025 – R334
30/09/2025 – R623.25
03/10/2025 – R315.66
20/10/2025 – R307.59
01/11/2025 – R556.58
04/11/2025 – R248.99
15/11/2025 – R248.99
25/11/2025 – R248.99
29/11/2025 – R626.58
13/12/2025 – R318.99
24/12/2025 – R318.99
31/12/2025 – R1,211.98
From August 2025 onwards, none of these amounts matched the agreed contractual amount.
As a result:
I could not reasonably be expected to maintain sufficient funds for unpredictable and inconsistent debit amounts.
I ensured that I kept aside only the amount I knew to be correct and agreed upon, while waiting for the account to be resolved.
Furthermore, I was also waiting for a promised call to cancel the account, which never took place. During this time:
My line was blocked, making it impossible for me to contact Cell C to follow up or resolve the matter from my side.
Given these circumstances, it is unfair to claim non-payment when the issue stems from incorrect billing and failed communication processes.
I request that this matter be urgently resolved, with:
A correction of the billing to reflect the agreed contract amount
A full review of all incorrect debit attempts
Adjustment of the account balance accordingly.
I further dispute your position of only addressing the incorrect billing linked to the period when the old contract was ending, while completely overlooking the fact that the same billing discrepancies continued into the new contract period.
The issue was never isolated to the closing phase of the old contract — it carried over and directly affected the new billing cycle, and despite this being brought to your attention, it was still not resolved.
This ongoing failure to correct the billing:
Created continuous inconsistencies in the amounts being debited
Prevented me from confidently funding my account correctly
Ultimately escalated the situation to where it is today
It is therefore inaccurate and misleading to treat the problem as if it was limited to a single period. The billing errors were systemic and persistent, impacting both the old and the new contract phases without resolution.
As such, I maintain that:
The entire billing history during both periods must be reviewed
All incorrect charges, not just a selected portion, must be corrected
Accountability must be taken for the continued failure to resolve the issue despite multiple opportunities
Regards
Mpho
AM
Alina M's updateReviewer Update
01 Jul 2026, 13:54Good afternoon @CellC
It has now been three working days since I submitted proof relating to the query on my account, and I have yet to receive any feedback or a call from your team.Kindly provide an update on the status of this matter. The longer this process is delayed, the more contract months continue to elapse without the service meeting my needs. In addition, this ongoing issue is negatively affecting my credit profile and reputation.I would appreciate your urgent attention to this matter and a clear indication of the steps being taken to resolve it.I look forward to your prompt response.Kind regards,
Alina
It has now been three working days since I submitted proof relating to the query on my account, and I have yet to receive any feedback or a call from your team.Kindly provide an update on the status of this matter. The longer this process is delayed, the more contract months continue to elapse without the service meeting my needs. In addition, this ongoing issue is negatively affecting my credit profile and reputation.I would appreciate your urgent attention to this matter and a clear indication of the steps being taken to resolve it.I look forward to your prompt response.Kind regards,
Alina
AM
Alina M's update01 Jul 2026, 13:54
Reviewer Update
Good afternoon @CellC
It has now been three working days since I submitted proof relating to the query on my account, and I have yet to receive any feedback or a call from your team.Kindly provide an update on the status of this matter. The longer this process is delayed, the more contract months continue to elapse without the service meeting my needs. In addition, this ongoing issue is negatively affecting my credit profile and reputation.I would appreciate your urgent attention to this matter and a clear indication of the steps being taken to resolve it.I look forward to your prompt response.Kind regards,
Alina
It has now been three working days since I submitted proof relating to the query on my account, and I have yet to receive any feedback or a call from your team.Kindly provide an update on the status of this matter. The longer this process is delayed, the more contract months continue to elapse without the service meeting my needs. In addition, this ongoing issue is negatively affecting my credit profile and reputation.I would appreciate your urgent attention to this matter and a clear indication of the steps being taken to resolve it.I look forward to your prompt response.Kind regards,
Alina
AM
Alina M's updateReviewer Update
01 Jul 2026, 14:22 Thank you for the feedback. I would appreciate it if you could check my availability before calling, as my work commitments may not always allow me to take calls.
AM
Alina M's update01 Jul 2026, 14:22
Reviewer Update
Thank you for the feedback. I would appreciate it if you could check my availability before calling, as my work commitments may not always allow me to take calls.