Unauthorised Charges & Poor Customer Service - No Transparency from Cell C

I am disappointed with the service I’ve received from Cell C.

I recently opened a new bank account with Capitec, and during that process, my payment details for my Cell C contract were changed without my knowledge. My contract was originally linked to FNB.

When I first contacted customer care, I was told both FNB and Capitec were listed. I specifically requested that Capitec be removed and FNB remain. However, the consultant did the opposite - they removed FNB and left Capitec active.

As a result of this error, a double payment was made last month.

I contacted Cell C again to clarify which bank account was linked and to address the double payment. I was clearly told that no debit order would go off the following month since two payments had already been made.

This morning, I checked my account and noticed a R70 charge. I cannot download my statement, and I have never received any statements via email since starting this contract.

After calling customer care again, I was told that the R70 is a late payment fee - which makes absolutely no sense considering:

The issue was caused by incorrect information from their consultant A double payment had already been made I was never informed of any late payment fee

To make matters worse:

The consultant could not point out where in the contract this late fee is stated I have never been notified of such charges Cell C claims they do not have my email address on record, despite me signing up with one

I have requested both my contract and statements to be emailed to me, and I am still waiting.

This experience shows a complete lack of: Accurate record-keeping Clear communication Accountability

Cell C is charging customers without proper explanation or proof, which is extremely concerning.

I would like: A full explanation of the R70 charge A refund if the charge is unjustified Copies of my contract and all statements Confirmation that my correct banking details are updated

I strongly advise others to double-check their accounts, as this experience has shown that incorrect charges can be app**** without proper transparency.