Terrible Service

Dear Mr. Mendes and Cell C Executive Complaints Team, I am writing to formally lodge an urgent complaint regarding the persistent and unresolved issues I have faced in attempting to cancel my Cell C contract. Despite numerous promises over the past four months, I continue to be charged incorrectly, causing significant inconvenience, financial distress, and severe damage to my credit profile. Initially, I requested a simple change to my debit order date after changing jobs. Instead of adjusting the date as requested, Cell C incorrectly processed the change, resulting in the debit order being stopped altogether. When I contacted the Call Centre, I was assured the issue had been resolved — yet it was not. In a further attempt to resolve the matter, I personally visited the Cell C Blue Route store and called the Contact Centre directly from the store. Unfortunately, despite these efforts, the debit order continued to be processed incorrectly, forcing me to make manual payments each month. It has become clear that the Contact Centre agents lack the necessary understanding of debit order mandates to properly reinstate the debit order. Despite countless calls and store visits, the situation has only worsened. Most recently, on Friday 25th April, I returned to the Blue Route store and was assisted by two exceptionally helpful staff members. They helped me reach the Contact Centre, make full payment, and arrange for the cancellation of my contract via the Contact Centre. I was assured that when I called the next day, the cancellation would be processed. However, when I called today, I was informed that the cancellation could not proceed unless I made another payment at the end of May — despite the fact that the debit order has been terminated by Cell C, and no clear solution has been provided. Due to Cell C’s continued administrative failures and the ******** billing of my account, my credit score has been negatively affected, causing lasting reputational and financial harm. I hereby demand: • Immediate cancellation of my Cell C contract as was promised. • Written confirmation that the account is closed and that no further charges will be incurred. • A full breakdown of all payments made and charges incurred over the past four months. • Reimbur*****t of any fees or charges resulting from Cell C’s mishandling. • A formal apology acknowledging the extensive inconvenience, emotional distress, and the negative impact on my credit record. If this is not resolved within 5 working days, I will escalate the matter to ICASA, the National Consumer Commission, and seek legal recourse without further notice. I trust that, given the seriousness of these breaches, you will treat this matter with the urgency and priority it deserves. Sincerely, Luke Daniels