Unacceptable customer service

<p>Below is my email send to Cell c customer service <br />To it may concern.</p> <p><br />I am very very disappointment with the service i have received from Cell c. <br />I have attached the letter and email below in bold sent to cell c effective the 23rd of May regarding my account:</p> <p><br />To whom it may concern,</p> <p>I am not sure if this will be the correct email address to use.</p> <p>Kindly find attached a letter with regards to my cell c account, please could you direct this letter to the correct person.</p> <p>Please note going forward i would like to EFT my payment and not to be debit.</p> <p>Please advise if this letter was received.</p> <p>Awaiting your feedback.</p> <p>I then received a phone call back the next day from Yolanda and she advised me that cell c will be able to assist me with the payment plan as requested. I then made payment on the 31st of May for 1 700 and confirmed that going forward i will pay my monthly bill and the May outstanding bill of 1 906.90 will be paid off every month until i have paid it up to date.</p> <p>Cell c then suspended my lines yesterday as my account is in arrears. <br />When i called the customer care yesterday i had to speak to severely different people and NOT one person could assist me and it was refused to open my lines until full payment was made (according to the people i spoke they advised me that they are following procedures) which i have no problem with, however my payment plan was agreed with cell c as my contract was NEVER advised correctly to me from inception as explained in my letter, therefore i feel that there should have been someone that could assist me with my account. I had to deal with people that were rude and telling me that why i am increasing my limit if i cannot pay my bill??? again explained in my letter. This same lady asked me why didn't i change my contract to top up... NOW i have tried that as that was the contract that i wanted from the beginning, however cell c advised me that i am not able to change my contract over now as i do not have enough points due to change my contract.</p> <p>I am EXTREMELY UNHAPPY with the service that i am receiving from cell c.</p> <p>I paid the outstanding amount due on my account last night - which now leaves me in a very difficult position again as explained in my letter. </p> <p> </p> <p>Below is my letter send to cell c: </p> <p>Dear Cell C</p> <p> </p> <p>With reference to account number: ***</p> <p> </p> <p>I wish to inform you that I have stopped the debit order from running off my account and would also like to request that no further debit orders be taken off the following account: Nedbank, Cheque account number: ***</p> <p> </p> <p>The reason for me stopping the debit, is that when I moved over from MTN to Cell C last year, I was either not advised correctly in terms of FAIS / FICA or your staff made an error on my account. See, I requested to move the three numbers noted on my account onto an Epic 200 Top Up deal. The cost was supposed to be in the region of R500 per month, per contract, yet you will notice that it runs to about R1200 per contract at the moment. I went into your East Rand Mall branch four times, and they were not able to assist. Instead, they added WhatsApp bundles and other things to “reduce” the cost, but every month, the bill is extremely high. It is only until now, when I went to the same branch again, that a gentleman there could confirm to me that all the numbers were on a post-paid contract, and that for some reason, the accounts has R300, R600 and R900 loaded as limits. This would explain why the contract “airtime” never ran out during the month, but billings went sky high. He has now (hopefully) rectified the matter so we will closely monitor the costs.</p> <p> </p> <p>With regards to your last bill of R3 606.90 I wish to make a payment arrangement as I cannot afford to pay that entire amount once off – I never budgeted for such high cell phone costs. I will eft into your account directly, R1 700.00 this month as down payment, and then from next month, pay additional onto the normal billing in order to pay off the abovementioned bill until I am fully up to date. I feel this is fair towards both parties, as the contract was never explained correctly to me, and I did not anticipate bills like this.</p> <p> </p> <p>Please would you be so kind as to confirm receipt of the above, and that you are satisfied with this arrangement?</p> <p> </p> <p>Kind regards</p> <p>Karin Kleinhans</p> <p> </p> <p> </p> <p>ID number: ***</p>