FM
Faith M
1 reviews | Active since May 2026
05 Sept 2026, 01:39
Random debits ,locked data - acc ***
I took a pocket router + SIM contract end of March 2026 with Cell C. Unit was faulty from day 1. Store refused to take it back. Mid-April I forced them to book it for repairs. No one ever called me with updates, I had to follow up myself. Only reply was on HelloPeter in May.Since April till today 04 September, I have had NO data and NO loan unit, but they debit my account every month.Now it's worse - my agreed debit is R239 on the 6th. My latest statement shows they debit R309 whenever they want - 17th, 21st, 26th August. If there is no money they add R70 penalty fee. Statement says I now owe R618 when I only owe R239. My data is still locked while I am paying.I have proof of all payments and emails. I regret this deal. I want this cancelled or a working device and my money back for the months I had no service.***
Helpful (0)
Replies (9)0
Replies (9)
Cell C's replyOfficial
05 Sept 2026, 08:04Dear Faith M,
Thank you for your detailed feedback. We sincerely apologise for the inconvenience and frustration caused by the delays in the repair process, the lack of communication, and the billing concerns you have experienced.
We acknowledge the concerns raised regarding your faulty device, the time taken to resolve the repair, the absence of a loan unit, the charges billed while you have been unable to use the service, and the debit order discrepancies reflected on your account. These matters are being taken seriously.
As your account details have already been provided, we have escalated your complaint to the relevant team for urgent investigation and review. A consultant will and provide feedback on the available resolution options.
Once again, we apologise for your experience and appreciate you bringing this matter to our attention.
Kind regards,
Cell C | BM
Thank you for your detailed feedback. We sincerely apologise for the inconvenience and frustration caused by the delays in the repair process, the lack of communication, and the billing concerns you have experienced.
We acknowledge the concerns raised regarding your faulty device, the time taken to resolve the repair, the absence of a loan unit, the charges billed while you have been unable to use the service, and the debit order discrepancies reflected on your account. These matters are being taken seriously.
As your account details have already been provided, we have escalated your complaint to the relevant team for urgent investigation and review. A consultant will and provide feedback on the available resolution options.
Once again, we apologise for your experience and appreciate you bringing this matter to our attention.
Kind regards,
Cell C | BM
Best regards,
Cell C's reply05 Sept 2026, 08:04
Official
Dear Faith M,
Thank you for your detailed feedback. We sincerely apologise for the inconvenience and frustration caused by the delays in the repair process, the lack of communication, and the billing concerns you have experienced.
We acknowledge the concerns raised regarding your faulty device, the time taken to resolve the repair, the absence of a loan unit, the charges billed while you have been unable to use the service, and the debit order discrepancies reflected on your account. These matters are being taken seriously.
As your account details have already been provided, we have escalated your complaint to the relevant team for urgent investigation and review. A consultant will and provide feedback on the available resolution options.
Once again, we apologise for your experience and appreciate you bringing this matter to our attention.
Kind regards,
Cell C | BM
Thank you for your detailed feedback. We sincerely apologise for the inconvenience and frustration caused by the delays in the repair process, the lack of communication, and the billing concerns you have experienced.
We acknowledge the concerns raised regarding your faulty device, the time taken to resolve the repair, the absence of a loan unit, the charges billed while you have been unable to use the service, and the debit order discrepancies reflected on your account. These matters are being taken seriously.
As your account details have already been provided, we have escalated your complaint to the relevant team for urgent investigation and review. A consultant will and provide feedback on the available resolution options.
Once again, we apologise for your experience and appreciate you bringing this matter to our attention.
Kind regards,
Cell C | BM
Best regards,
FM
Faith M's updateReviewer Update
05 Sept 2026, 08:18Thank you for the response Cell C.I do NOT accept "escalated" as a resolution. Please keep this complaint OPEN until resolved in writing.This is what I require:
1. Billing Correction:
My statement 04/09 shows Closing Balance R618.00 made up of:
2. Device / Service:
3. Written Confirmation:Provide a corrected statement showing R0 or only R239 after credits
1. Billing Correction:
My statement 04/09 shows Closing Balance R618.00 made up of:
- R309 old balance + R239 Sept Invoice + R70 Failed Debit Penalty = R618,
- Reverse the R70 penalty fee - the failure was not on my side
- Correct my debit order back to the 6th for R239 as per my contract, not R309
- Credit all months billed while router/device was faulty and I had no service (5months)
2. Device / Service:
- No loan unit was provided while my router was in for repair
- I have had no working service but you continued billing
- cancel the contract with no early termination fee due to non-provision of service
3. Written Confirmation:Provide a corrected statement showing R0 or only R239 after credits
- Provide a case reference number and a callback by Monday 08/09/2026I have uploaded proof - statement + failed delivery attempts. I have also placed a stop-payment at Capitec pending your correction.Do not call me to say "we will call you" - resolve it here.***
FM
Faith M's update05 Sept 2026, 08:18
Reviewer Update
Thank you for the response Cell C.I do NOT accept "escalated" as a resolution. Please keep this complaint OPEN until resolved in writing.This is what I require:
1. Billing Correction:
My statement 04/09 shows Closing Balance R618.00 made up of:
2. Device / Service:
3. Written Confirmation:Provide a corrected statement showing R0 or only R239 after credits
1. Billing Correction:
My statement 04/09 shows Closing Balance R618.00 made up of:
- R309 old balance + R239 Sept Invoice + R70 Failed Debit Penalty = R618,
- Reverse the R70 penalty fee - the failure was not on my side
- Correct my debit order back to the 6th for R239 as per my contract, not R309
- Credit all months billed while router/device was faulty and I had no service (5months)
2. Device / Service:
- No loan unit was provided while my router was in for repair
- I have had no working service but you continued billing
- cancel the contract with no early termination fee due to non-provision of service
3. Written Confirmation:Provide a corrected statement showing R0 or only R239 after credits
- Provide a case reference number and a callback by Monday 08/09/2026I have uploaded proof - statement + failed delivery attempts. I have also placed a stop-payment at Capitec pending your correction.Do not call me to say "we will call you" - resolve it here.***
Cell C's replyOfficial
05 Sept 2026, 08:33Thank you for your detailed feedback, and we sincerely apologise for the frustration and inconvenience you have experienced.
We acknowledge your concerns regarding the prolonged repair process, the lack of communication and updates, the absence of a loan device, the billing of services while you were unable to use the device, as well as the debit order and penalty fee concerns raised on your account.
Please be assured that your complaint remains under active investigation. As the matter has been escalated for an urgent review, a consultant from the relevant team will assess all available records, including the repair and billing history, and provide written feedback once the investigation has been concluded.
Regards,
Cell C | NR
We acknowledge your concerns regarding the prolonged repair process, the lack of communication and updates, the absence of a loan device, the billing of services while you were unable to use the device, as well as the debit order and penalty fee concerns raised on your account.
Please be assured that your complaint remains under active investigation. As the matter has been escalated for an urgent review, a consultant from the relevant team will assess all available records, including the repair and billing history, and provide written feedback once the investigation has been concluded.
Regards,
Cell C | NR
Best regards,
Cell C's reply05 Sept 2026, 08:33
Official
Thank you for your detailed feedback, and we sincerely apologise for the frustration and inconvenience you have experienced.
We acknowledge your concerns regarding the prolonged repair process, the lack of communication and updates, the absence of a loan device, the billing of services while you were unable to use the device, as well as the debit order and penalty fee concerns raised on your account.
Please be assured that your complaint remains under active investigation. As the matter has been escalated for an urgent review, a consultant from the relevant team will assess all available records, including the repair and billing history, and provide written feedback once the investigation has been concluded.
Regards,
Cell C | NR
We acknowledge your concerns regarding the prolonged repair process, the lack of communication and updates, the absence of a loan device, the billing of services while you were unable to use the device, as well as the debit order and penalty fee concerns raised on your account.
Please be assured that your complaint remains under active investigation. As the matter has been escalated for an urgent review, a consultant from the relevant team will assess all available records, including the repair and billing history, and provide written feedback once the investigation has been concluded.
Regards,
Cell C | NR
Best regards,
FM
Faith M's updateReviewer Update
05 Sept 2026, 08:45Dear Cell C,
Thank you, but this is the second time you have rep**** with the same "escalated for urgent review" message. No one has called me and no written feedback has been provided.I am keeping this complaint OPEN.
The facts from your statement:
Closing Balance R618 = R309 overdue + R239 invoice + R70 penalty.
My contract debit is R239 on the 6th. Your statement shows you attempted R309 on the 15th, 17th, 21st, 26th - all declined. The R70 fee is therefore not valid.I have had about 4 months with no working router, no loan device, no data, but you kept billing. This is in contravention of the Consumer Protection Act - I cannot pay for a service not rendered.
What I require by Monday 08 Sept at 12:00, in writing on this platform:
If this is not resolved, I will escalate to ICASA and the National Consumer Commission with all proof.I have placed a payment hold at Capitec until this billing error is fixed.***Regards, Faith M
Thank you, but this is the second time you have rep**** with the same "escalated for urgent review" message. No one has called me and no written feedback has been provided.I am keeping this complaint OPEN.
The facts from your statement:
Closing Balance R618 = R309 overdue + R239 invoice + R70 penalty.
My contract debit is R239 on the 6th. Your statement shows you attempted R309 on the 15th, 17th, 21st, 26th - all declined. The R70 fee is therefore not valid.I have had about 4 months with no working router, no loan device, no data, but you kept billing. This is in contravention of the Consumer Protection Act - I cannot pay for a service not rendered.
What I require by Monday 08 Sept at 12:00, in writing on this platform:
- Reversal of the R70 penaltyCredit for the months billed while router was faulty / in repair
- Correction of debit order to R239 on the 6th as per contract, not R309
- Unlock my data or account immediately or cancellation without penalty + corrected statement
If this is not resolved, I will escalate to ICASA and the National Consumer Commission with all proof.I have placed a payment hold at Capitec until this billing error is fixed.***Regards, Faith M
FM
Faith M's update05 Sept 2026, 08:45
Reviewer Update
Dear Cell C,
Thank you, but this is the second time you have rep**** with the same "escalated for urgent review" message. No one has called me and no written feedback has been provided.I am keeping this complaint OPEN.
The facts from your statement:
Closing Balance R618 = R309 overdue + R239 invoice + R70 penalty.
My contract debit is R239 on the 6th. Your statement shows you attempted R309 on the 15th, 17th, 21st, 26th - all declined. The R70 fee is therefore not valid.I have had about 4 months with no working router, no loan device, no data, but you kept billing. This is in contravention of the Consumer Protection Act - I cannot pay for a service not rendered.
What I require by Monday 08 Sept at 12:00, in writing on this platform:
If this is not resolved, I will escalate to ICASA and the National Consumer Commission with all proof.I have placed a payment hold at Capitec until this billing error is fixed.***Regards, Faith M
Thank you, but this is the second time you have rep**** with the same "escalated for urgent review" message. No one has called me and no written feedback has been provided.I am keeping this complaint OPEN.
The facts from your statement:
Closing Balance R618 = R309 overdue + R239 invoice + R70 penalty.
My contract debit is R239 on the 6th. Your statement shows you attempted R309 on the 15th, 17th, 21st, 26th - all declined. The R70 fee is therefore not valid.I have had about 4 months with no working router, no loan device, no data, but you kept billing. This is in contravention of the Consumer Protection Act - I cannot pay for a service not rendered.
What I require by Monday 08 Sept at 12:00, in writing on this platform:
- Reversal of the R70 penaltyCredit for the months billed while router was faulty / in repair
- Correction of debit order to R239 on the 6th as per contract, not R309
- Unlock my data or account immediately or cancellation without penalty + corrected statement
If this is not resolved, I will escalate to ICASA and the National Consumer Commission with all proof.I have placed a payment hold at Capitec until this billing error is fixed.***Regards, Faith M
Cell C's replyOfficial
05 Sept 2026, 08:56Dear Faith,
Thank you for your detailed feedback. We sincerely apologise for the frustration and inconvenience caused by the ongoing device, service and billing issues.
We acknowledge the specific concerns you have raised regarding the R70 penalty fee, monthly billing while the device was faulty, debit order amount and dates, lack of a loan device, and your request for cancellation without penalties.
Please be assured that your complaint remains open and under urgent investigation. Our relevant team will review the repair history, billing records and account information and provide you with written feedback and the applicable resolution options.
We understand that you require a clear resolution rather than another generic escalation update, and we apologise that this has not yet been resolved.
Kind regards,
Cell C | PM
Thank you for your detailed feedback. We sincerely apologise for the frustration and inconvenience caused by the ongoing device, service and billing issues.
We acknowledge the specific concerns you have raised regarding the R70 penalty fee, monthly billing while the device was faulty, debit order amount and dates, lack of a loan device, and your request for cancellation without penalties.
Please be assured that your complaint remains open and under urgent investigation. Our relevant team will review the repair history, billing records and account information and provide you with written feedback and the applicable resolution options.
We understand that you require a clear resolution rather than another generic escalation update, and we apologise that this has not yet been resolved.
Kind regards,
Cell C | PM
Best regards,
Cell C's reply05 Sept 2026, 08:56
Official
Dear Faith,
Thank you for your detailed feedback. We sincerely apologise for the frustration and inconvenience caused by the ongoing device, service and billing issues.
We acknowledge the specific concerns you have raised regarding the R70 penalty fee, monthly billing while the device was faulty, debit order amount and dates, lack of a loan device, and your request for cancellation without penalties.
Please be assured that your complaint remains open and under urgent investigation. Our relevant team will review the repair history, billing records and account information and provide you with written feedback and the applicable resolution options.
We understand that you require a clear resolution rather than another generic escalation update, and we apologise that this has not yet been resolved.
Kind regards,
Cell C | PM
Thank you for your detailed feedback. We sincerely apologise for the frustration and inconvenience caused by the ongoing device, service and billing issues.
We acknowledge the specific concerns you have raised regarding the R70 penalty fee, monthly billing while the device was faulty, debit order amount and dates, lack of a loan device, and your request for cancellation without penalties.
Please be assured that your complaint remains open and under urgent investigation. Our relevant team will review the repair history, billing records and account information and provide you with written feedback and the applicable resolution options.
We understand that you require a clear resolution rather than another generic escalation update, and we apologise that this has not yet been resolved.
Kind regards,
Cell C | PM
Best regards,
FM
Faith M's updateReviewer Update
06 Sept 2026, 03:07Further update - 05 Sept: Received a call from Cell C. Agent could not provide her name, could not give a reference number, could not explain why cancellation is refused, and could not explain why my debit order changed from agreed R239 on the 6th to R309 on random dates (15th, 17th, 21st, 26th).
I request escalation to a manager / retentions supervisor for a written response with a case number. I am not refusing to pay a valid amount - I am disputing R70 penalty + billing for 6 months no service + incorrect debit amounts/dates.
Please provide written feedback here and via email by Monday 12:00.
I request escalation to a manager / retentions supervisor for a written response with a case number. I am not refusing to pay a valid amount - I am disputing R70 penalty + billing for 6 months no service + incorrect debit amounts/dates.
Please provide written feedback here and via email by Monday 12:00.
FM
Faith M's update06 Sept 2026, 03:07
Reviewer Update
Further update - 05 Sept: Received a call from Cell C. Agent could not provide her name, could not give a reference number, could not explain why cancellation is refused, and could not explain why my debit order changed from agreed R239 on the 6th to R309 on random dates (15th, 17th, 21st, 26th).
I request escalation to a manager / retentions supervisor for a written response with a case number. I am not refusing to pay a valid amount - I am disputing R70 penalty + billing for 6 months no service + incorrect debit amounts/dates.
Please provide written feedback here and via email by Monday 12:00.
I request escalation to a manager / retentions supervisor for a written response with a case number. I am not refusing to pay a valid amount - I am disputing R70 penalty + billing for 6 months no service + incorrect debit amounts/dates.
Please provide written feedback here and via email by Monday 12:00.
Cell C's replyOfficial
06 Sept 2026, 07:03Dear Faith,
We apologise for the continued frustration. We acknowledge your request for manager/Retentions escalation, a case reference, and written feedback regarding the billing, device and service concerns raised.
Your complaint remains open, and we have noted that you are requesting a clear written resolution rather than another generic escalation update.
Kind regards,
Cell C | PM
We apologise for the continued frustration. We acknowledge your request for manager/Retentions escalation, a case reference, and written feedback regarding the billing, device and service concerns raised.
Your complaint remains open, and we have noted that you are requesting a clear written resolution rather than another generic escalation update.
Kind regards,
Cell C | PM
Best regards,
Cell C's reply06 Sept 2026, 07:03
Official
Dear Faith,
We apologise for the continued frustration. We acknowledge your request for manager/Retentions escalation, a case reference, and written feedback regarding the billing, device and service concerns raised.
Your complaint remains open, and we have noted that you are requesting a clear written resolution rather than another generic escalation update.
Kind regards,
Cell C | PM
We apologise for the continued frustration. We acknowledge your request for manager/Retentions escalation, a case reference, and written feedback regarding the billing, device and service concerns raised.
Your complaint remains open, and we have noted that you are requesting a clear written resolution rather than another generic escalation update.
Kind regards,
Cell C | PM
Best regards,
FM
Thank you for your reply dated 06 Sept at 07:03.
Acknowledgement noted, but I still have no case reference number, no manager name, and no written answers to my specific billing queries.
For the record:
1. Contract was for R239 debit on the 6th. Why was I debited R309 on the 15th/17th/21st/26th?
2. Why am I charged a R70 penalty?
3. Why was I billed for 6 months with no service/device? I have attached statement showing R618 debited.
4. Your agent called on 05 Sept, could not give her name or reference number, and could not explain why cancellation is refused.
I request by Monday 08 Sept 12:00:
a) A case reference number
b) Written breakdown of R239 vs R309
c) Confirmation of cancellation/credit where service was not provided.
I am not refusing to pay what is validly owed. I am disputing incorrect amounts and billing without service. Please respond here and via email.
Faith
Faith M's updateReviewer Update
06 Sept 2026, 07:25Thank you for your reply dated 06 Sept at 07:03.
Acknowledgement noted, but I still have no case reference number, no manager name, and no written answers to my specific billing queries.
For the record:
1. Contract was for R239 debit on the 6th. Why was I debited R309 on the 15th/17th/21st/26th?
2. Why am I charged a R70 penalty?
3. Why was I billed for 6 months with no service/device? I have attached statement showing R618 debited.
4. Your agent called on 05 Sept, could not give her name or reference number, and could not explain why cancellation is refused.
I request by Monday 08 Sept 12:00:
a) A case reference number
b) Written breakdown of R239 vs R309
c) Confirmation of cancellation/credit where service was not provided.
I am not refusing to pay what is validly owed. I am disputing incorrect amounts and billing without service. Please respond here and via email.
Faith
FM
Faith M's update06 Sept 2026, 07:25
Reviewer Update
Thank you for your reply dated 06 Sept at 07:03.
Acknowledgement noted, but I still have no case reference number, no manager name, and no written answers to my specific billing queries.
For the record:
1. Contract was for R239 debit on the 6th. Why was I debited R309 on the 15th/17th/21st/26th?
2. Why am I charged a R70 penalty?
3. Why was I billed for 6 months with no service/device? I have attached statement showing R618 debited.
4. Your agent called on 05 Sept, could not give her name or reference number, and could not explain why cancellation is refused.
I request by Monday 08 Sept 12:00:
a) A case reference number
b) Written breakdown of R239 vs R309
c) Confirmation of cancellation/credit where service was not provided.
I am not refusing to pay what is validly owed. I am disputing incorrect amounts and billing without service. Please respond here and via email.
Faith
Cell C's replyOfficial
06 Sept 2026, 07:30Dear Faith,
We sincerely apologise for the continued frustration. We have noted your specific requests regarding the R239 vs R309 billing, R70 penalty, billing during the period of no service, credits, cancellation, and case reference.
Your complaint remains open and has been escalated for further review. The relevant team will assess the account, billing and repair records and provide feedback on the matters raised.
Kind regards,
Cell C | PM
We sincerely apologise for the continued frustration. We have noted your specific requests regarding the R239 vs R309 billing, R70 penalty, billing during the period of no service, credits, cancellation, and case reference.
Your complaint remains open and has been escalated for further review. The relevant team will assess the account, billing and repair records and provide feedback on the matters raised.
Kind regards,
Cell C | PM
Best regards,
Cell C's reply06 Sept 2026, 07:30
Official
Dear Faith,
We sincerely apologise for the continued frustration. We have noted your specific requests regarding the R239 vs R309 billing, R70 penalty, billing during the period of no service, credits, cancellation, and case reference.
Your complaint remains open and has been escalated for further review. The relevant team will assess the account, billing and repair records and provide feedback on the matters raised.
Kind regards,
Cell C | PM
We sincerely apologise for the continued frustration. We have noted your specific requests regarding the R239 vs R309 billing, R70 penalty, billing during the period of no service, credits, cancellation, and case reference.
Your complaint remains open and has been escalated for further review. The relevant team will assess the account, billing and repair records and provide feedback on the matters raised.
Kind regards,
Cell C | PM
Best regards,