KL
Kevin L
1 reviews | Active since Feb 2015
02 Apr 2026, 17:05
Unable to assist with debit change
I have been attempting to update my debit order banking details for over six months, and Cell C has failed me at every turn. I visited a store — no resolution. I called the helpline — no resolution. I emailed customer service — no resolution. Because no one could action this simple request, the debit order continued hitting an account I have since closed. Now, to add insult to injury, I am being charged penalties for failed debit orders — failed debit orders that are entirely Cell C's fault, not mine. This is unacceptable. I followed every channel available to me, repeatedly, over half a year. The problem lies with Cell C's internal processes and staff competence, not with me as a customer. I am requesting that all failed debit order charges be reversed immediately, and that my banking details be updated without further delay. If this is not resolved promptly, I will be escalating to the National Consumer Commission.
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Replies (5)KL
Kevin L's updateReviewer Update
07 Apr 2026, 09:54Following my initial Hello Peter review, Cell C contacted me, yet even during that call, the bank detail update failed again. This is now beyond incompetence; it is a systemic failure. I have since requested cancellation, only to be told I must pay a penalty for the remaining contract period. I want to be clear: I have been trying to resolve this for over six months through every available channel, including a call initiated by Cell C. The inability to process a basic banking detail change lies entirely with Cell C's internal systems, not with me. Clause 5.4 of my subscriber agreement (Agreement No. ***) places responsibility for banking detail updates on the customer, but that obligation is only meaningful if Cell C's systems can actually process the change. They cannot. I have tried. Cell C has tried. It still fails. I am formally requesting:
- Reversal of all failed debit order penalty fees
KL
Kevin L's update07 Apr 2026, 09:54
Reviewer Update
Following my initial Hello Peter review, Cell C contacted me, yet even during that call, the bank detail update failed again. This is now beyond incompetence; it is a systemic failure. I have since requested cancellation, only to be told I must pay a penalty for the remaining contract period. I want to be clear: I have been trying to resolve this for over six months through every available channel, including a call initiated by Cell C. The inability to process a basic banking detail change lies entirely with Cell C's internal systems, not with me. Clause 5.4 of my subscriber agreement (Agreement No. ***) places responsibility for banking detail updates on the customer, but that obligation is only meaningful if Cell C's systems can actually process the change. They cannot. I have tried. Cell C has tried. It still fails. I am formally requesting:
- Reversal of all failed debit order penalty fees
Cell C's replyOfficial
07 Apr 2026, 10:22Dear Kevin Lacey,
Thank you for taking the time to share your detailed feedback. We sincerely regret the frustration you’ve experienced while trying to update your banking details and understand the concerns you’ve raised.
We acknowledge that you have made multiple attempts to resolve this matter over an extended period, including engagements initiated by Cell C. This is not the experience we aim to provide, and we appreciate you bringing this to our attention.
To ensure this matter is handled appropriately, we would like to escalate your account for a formal review. This will include an assessment of the debit order update attempts, the failed transactions, and the associated penalty fees you’ve referenced.
Kind regards,
Cell C | TM
Thank you for taking the time to share your detailed feedback. We sincerely regret the frustration you’ve experienced while trying to update your banking details and understand the concerns you’ve raised.
We acknowledge that you have made multiple attempts to resolve this matter over an extended period, including engagements initiated by Cell C. This is not the experience we aim to provide, and we appreciate you bringing this to our attention.
To ensure this matter is handled appropriately, we would like to escalate your account for a formal review. This will include an assessment of the debit order update attempts, the failed transactions, and the associated penalty fees you’ve referenced.
Kind regards,
Cell C | TM
Cell C's reply07 Apr 2026, 10:22
Official
Dear Kevin Lacey,
Thank you for taking the time to share your detailed feedback. We sincerely regret the frustration you’ve experienced while trying to update your banking details and understand the concerns you’ve raised.
We acknowledge that you have made multiple attempts to resolve this matter over an extended period, including engagements initiated by Cell C. This is not the experience we aim to provide, and we appreciate you bringing this to our attention.
To ensure this matter is handled appropriately, we would like to escalate your account for a formal review. This will include an assessment of the debit order update attempts, the failed transactions, and the associated penalty fees you’ve referenced.
Kind regards,
Cell C | TM
Thank you for taking the time to share your detailed feedback. We sincerely regret the frustration you’ve experienced while trying to update your banking details and understand the concerns you’ve raised.
We acknowledge that you have made multiple attempts to resolve this matter over an extended period, including engagements initiated by Cell C. This is not the experience we aim to provide, and we appreciate you bringing this to our attention.
To ensure this matter is handled appropriately, we would like to escalate your account for a formal review. This will include an assessment of the debit order update attempts, the failed transactions, and the associated penalty fees you’ve referenced.
Kind regards,
Cell C | TM
KL
Kevin L's updateReviewer Update
08 Apr 2026, 13:19***
KL
Kevin L's update08 Apr 2026, 13:19
Reviewer Update
***
KL
Kevin L's updateReviewer Update
08 Apr 2026, 13:20From 1pm to 2pm
KL
Kevin L's update08 Apr 2026, 13:20
Reviewer Update
From 1pm to 2pm
KL
Kevin L's updateReviewer Update
16 Apr 2026, 08:44 While I appreciate that Cell C has finally updated my banking details, I am not fully satisfied with the resolution. I should not be held liable for the failed debit order charges that accumulated during this period. I made every effort to have my details updated. I have the emails and WhatsApp messages to prove it. The failures were on Cell C's side, not mine. Additionally, a consultant committed to calling me back on Monday. That call never came. This is yet another example of the poor service that has characterised this entire experience. I will consider this matter fully resolved only once the failed debit order charges have been reversed.
KL
Kevin L's update16 Apr 2026, 08:44
Reviewer Update
While I appreciate that Cell C has finally updated my banking details, I am not fully satisfied with the resolution. I should not be held liable for the failed debit order charges that accumulated during this period. I made every effort to have my details updated. I have the emails and WhatsApp messages to prove it. The failures were on Cell C's side, not mine. Additionally, a consultant committed to calling me back on Monday. That call never came. This is yet another example of the poor service that has characterised this entire experience. I will consider this matter fully resolved only once the failed debit order charges have been reversed.