Refusing to pay back Credit owed to me

Gathering out of all the reviews on Cell C, you would think by now they would work on bettering their "Customer Care" service... I'm unfortunately also learning the very hard way. My account is in credit, after making a wrongful payment and now I am struggling for two months to simply get my money back...

I had two contracts with CellC, of which I recently cancelled the one. I paid over the settlement amount and my contract was cancelled (please note that even this process was not as quick and simple as I put it here). However after cancellation they continued to debit an amount, of which debit order I cancelled and stopped all debit orders. Obviously they phoned me almost every single day requesting the amount that's "in arrears". Would say their collections department is tip top and should really think about assisting the rest of the company...

I then continued to pay my second contract via eft, on 24 February 2023. I intended to pay over an amount of R209.60, however forgot the "." and in effect paid over R20906.00. I realised it almost immediately and first contacted my bank, who could not assist me, due to Cell C's account being a public recipient. This was on a Friday evening and contacted Cell C the following morning. It was indicated to me that the amount does not yet reflect on their side and that I must contact them again on Monday/Tuesday when it is most likely to reflect. This is where my next to impossible journey started...

On 27 February 2023 my money reflected and I got a case number. To keep a very long story short, I have since followed up, through calling customer services (there's is no way at all you are able to talk to any body dealing with your case and in getting a direct number) and also emailing. Every time you follow up, you get a "new" customer service representative and also never one you've spoken to before. So every time you start your story from the very beginning...they are never able to assist you and can simply tell you that the case is still "running" and/or that the matter is now with finance (only after you have a melt down). Never ever are you able to talk to someone that can actually do something for you, or are the one actually dealing with your case. The Customer Care official then sometimes "red flag" your case for you.

When someone finally contacts you, it is someone from "Cell C escalations", also not someone that is able to do anything for you, but simply able to read out the note, the official dealing with my case, left on the system. They most often are not even sure exactly what it is that the official wants.

My first case number was marked as "finalised" because they attempted to contact me twice and could not get ahold of me. One would think that if the issue at hand was not resolved, you can not simply close a case because you barely attempted to contact a person. Also during load shedding (which is almost the whole day), most of us barely or doesn't have cellphone signal at all...something Cell C is supposed to know very well. So after a meltdown, a "new" case number was given to me.

I've now sent Proof of Payment, Confirmation of Bank account, Bank statement and Interim Bank statement more than three times and still they would contact me indicating that they are in need of a Bank statement. This is also after they acknowledge receipt of requested documents.

The one operator form Cell C escalations, did indicate that on my statement the amount of R20906 was credited on 25 February 2023 and the initial outstanding amount was also credited on 28 February 2023, as if I also made that payment seperate from the R20906 and according to him they could not find the second amount on my bankstatement. I then confirmed that the only amount paid to Cell C, was R20906 and that the other amount did not go of. It was wrongfully credited on Cell C's side. After this Cell C contacted me again requesting my bankstatement. I then almost lost it, but very calmly indicated that I've sent requested bankstatement numerous times now and that they are in receipt thereof. She confirmed it and said they will get back to me. This was 13 April 2023 and to date I did not hear back from them.

I followed up again this morning, however as expected no one could assist me. I was told that the customer care operator's supervisor would contact me, however I have not yet received said phone call. I am sick and tired and are out of resources to get my money back on an amicable way. Feels like they are busy with a stalling tack tick. I am now forced to take the matter further and continue with the ombudsman, as well as legal proceedings.

Monday, 24 April 2023, marks exactly two months...I had to borrow money to get through the month, of which loan I can not pay back, because of Cell C's refusal to pay back my money.