****** of minutes on New Years Day

On 1 January 2020, I tried to make a call out, only to be told that I do not have sufficient minutes available.

I then checked my balances, and saw that I have indeed lost all my minutes. I then called the customer service for assistance on this. After explaining my issue for 5 mins, I was told that I made a call to a number, that lasted for over 100 mins. I was told the last 4 digits of the phone number, and identified this as my mother's number. I then protested that this is impossible, as I remember making two calls to my mother, both being very short calls, and decided to check my call logs and told the agent that I will call back.

After looking at my call logs, and seeing that I did not speak more than 8 mins in total, I called back. I then had to re-explain my issue and requested that this be escalated, as "There is nothing we can do" was the resolution I was given.

On Saturday 4th January, I received an SMS that went as follows:

Dear Customer Thank you for calling CELLC Your query has been resolved. Kindly note that your call connected for 239:56 MM:SS on the 01/01/2020. Regards Cell C Team

Firstly, this does not answer any questions or give me any proof that this call really happened. Secondly, the time given on the SMS was different from what was specified by either call centre agent.

I would like immediate resolution with this, as I am unable to use a service I have paid for due to an obvious technical glitch. I have received two calls from a cell c with no audible sound coming through either, there is feint breaking up noises, but they are never clear.

Can someone contact me and resolve this immediately, I have already contacted ICASA to find out the requirements, and will log a complaint with them if this is not resolved ASAP