RE: Complaint: Incorrect billing and unacceptable service received from Cell C - ***

I am writing this complaint in a last attempt to correct my account with Cell C. Further I am not impressed by the type of service I am receiving from Cell C. I have to reiterate myself time and again and still I am not getting the assistance that I am requesting. Each time an agent simply refers or escalates my query and undertakes to get the help I need and yet disappoints and neglects to resolve the issue at hand.

My account`s billing has become a nightmare, since last year March 2020 I have notified Cell C however it remains a concern. I have spoken and expressed my frustrations, concerns and yet your agents, who are supposed to be skilled and trained, do not provide me with the adequate assistance. Each time I am being led down as you do not provide the feedback and simply respond “sorry”. Well sorry no longer holds value to me especially from your consultants or agents. It is unprofessional and an utter disgrace to receive this type of service from a service provider.

This month (June 2021) you billed me with a failed debit order amount – which in the first instance I have not agreed to having a debit order as I am making EFT payments since the inception of my contract with Cell C. I have always paid my account on time and up to date to avoid becoming in arrears. I have called your customer services on the 9th of June 2021 at 07h22 (for 21min and 49 secs) disputing this amount and AGAIN reiterated that Cell C keeps on allocating payments wrongfully on my account – causing incorrect billing amounts at the end and not a true reflection of my balance at Cell C. She advised me with regards to the payments that I must give it two weeks and check if the payments have been rectified and then follow up prior to making payment at the end of June 2021, which I did and now it hasn’t been rectified and I still sit with the same frustration and problem.

I hereby attach all my proof of payments I have available since last year on my account. You will note that I have made payments every month and always on time and therefore there is NO need for you to issue a failed debit order amount of R70.00 on my account.I trust that this matter will be resolved amicably and will not be happening in future. I also expect proper feedback in writing from Cell C as you always phone me however do not put anything in writing.

Should I not receive feedback within 48 hours, I reserve my rights to proceed to approach and lodge a complaint to the ombudsman and Hellopeter as this is in breach of my contract and you are not providing the proper service you are supposed to and people are to become aware of the type of service you provide for your clients which is not portrayed in your company values and standards. Awaiting your urgent response. Regards