STILL ONE UNHAPPY CUSTOMER TO DATE

I hope this message finds you well.

I upgraded my SIM on 24 June 2025 and have been a loyal Cell C customer for years without any issues—until now. I received both an email and SMS from your team stating that I have not made payment, which is quite surprising as I have never manually transferred or made a cash payment to Cell C. My account has always been debited automatically.

I responded to the communication but received no follow-up. I then called your support team, only to be told that the debit check is showing as "pending" from my bank. This is incorrect—I have proof that I approved the debit check.

Due to this ongoing issue and lack of resolution, I requested to cancel the contract. I was then advised that I would need to pay a cancellation fee. I fail to understand how this is justified when the issue is not due to any negligence on my part, but rather a problem on Cell C’s end.

I kindly request that this matter be escalated and reviewed urgently. I am asking for the contract to be canceled without any penalties, as this situation has caused unnecessary inconvenience and reflects a service failure.

After i posted the above received a call from an agent that advised that the debit order did not go off it was fault from their side .I requested that they cancel the contract because for that is unacceptable said he will refer the matter .Same was done however was advised i must pay a cancellation fee for what for their MISTAKE i refuse to pay for that and still stand that i want nothing to do with cell c. Then some one called me i asked if he have a solution keep insisting i confirming my ID for what when they can help and cancel this contract .If i have to take this to (ICASA) i will gladly do so .