Unauthorised Debits, Lost Cancellation, and Money Allocated to My Deceased Mother’s Account

I have been a Cell C customer for many years, but the experience I’ve had this year has been shocking.

After changing banks in November, my debit orders went off correctly in December. Then, without any communication from Cell C, the debit orders suddenly stopped in March. My account was only blocked in June, and when I finally discovered the issue, I paid the arrears and cancelled the debit order.

In October, after I manually made my payment, Cell C still went ahead and debited my account without my authorisation. I requested a refund, which was confirmed in writing.

When I followed up, I was told that my refund had been allocated to an account belonging to my mother, who passed away 10 years ago. No explanation has been given on how our accounts were linked or why my money was used to settle someone else’s account.

On top of this, I cancelled my contract at the end of its term and even received an SMS confirming the cancellation. Despite that, Cell C continued to debit me and now claims they have no record of the cancellation.

This has been an exhausting, unacceptable experience involving unauthorised debits, poor communication, and serious administrative errors. I am asking for my refund, an explanation, and confirmation that my contract is cancelled as originally confirmed. Despite NUMEROUS requests I do not receive any statements from Cell C.