*********! LACK OF SERVICE! UNJUST BEHAVIOR! CELL C

SUMMARY:

I FELL BEHIND WITH PAYMENTS DUE TO LOSS OF INCOME IN THE FIRST MONTHS OF THE NATIONWIDE LOCKDOWN. CELL C INSTRUCTED ME TO PAY THE OUTSTANDING AMOUNT INTO A DIFFERENT ACCOUNT TO THAT LISTED ON THE INVOICE (BECAUSE THE ACCOUNT WAS HANDED OVER TO THEIR COLLECTION DEPARTMENT), BUT IN THE MONTHS TO FOLLOW CELL C NEGLECTED TO FURNISH ME WITH THOSE PROMISED BANKING DETAILS, DESPITE ME ASKING TELEPHONICALLY AND VIA EMAIL. MY ACCOUNT HAS SINCE BEEN BLOCKED AND MY NAME LISTED WITH CB.

May 2019: Started with Cell C Pinnacle Contract with a starting value of R23,539.01 (i.e., R980.79 monthly repayment). The contract includes recurring 1GB, WhatsApp bundle, and 900 voice minutes. Due to unforeseen circumstances, I fell behind with my monthly payments.

Whenever a Cell C Representative phoned to query the outstanding payment, I explained the situation and promised to prioritize the payment as soon as I’m back on my feet. I explained the reason for falling behind with my payments: I resigned from the company I worked at to start my own business venture. My business was registered, but only 2 weeks after I worked my notice at the previous company (thus, 2 weeks into my new business), we were in a nationwide lockdown – of course, there was no way to predict this and as a result, I had no income at the time. As proof, I sent the new business registration.

The Representative advised me not to make the payment into the account stated on the latest invoice. My account had been handed over to the Cell C Debtors Department and payment will not be allocated otherwise. An email with banking details will follow, I was told. Once I make the payment, all will be rectified.

I did not receive the promised email. Cell C also phoned me to follow up on payment – every time I would (again) explain the situation and ask for the correct details to be sent. Still nothing!

I was eventually asked to send an email to Cell C Debtors department to request the banking details. Many a mail was sent, but every time Cell C failed to respond. More phone calls and emails followed; I asked if I could be transferred to the Debtors department or speak to someone in the department directly. This was denied every time because Cell C staff were working from home, according to each of the representatives I spoke to, and they were not allowed to hand out contact numbers or direct email addresses.

In the meantime, my phone was disabled – I lost business at a time where things are already tough. Out of desperation, I continued to send emails and phone the call-center – all to no avail! Instead, I received emails and calls from Debt Collectors. My account had been handed over and my name was listed at the Credit Bureau.

Despite my pleading, Cell C eventually demanded that I cancel the contract and pay the commitment fees for the remaining device value, monthly subscription fees, and usage charges that have not been paid to me. I believe that it is unfair and unjust in this case – I was on my knees to make a payment, but denied it. As per the latest letter, I owe R16,041.33. How can I justify paying this amount if I will not be receiving the value thereof?!?

CELL C FAILED/REFUSED TO FURNISH ME WITH THE BANKING DETAILS FOR PAYMENT DESPITE THE PLEADING. THE LACK OF RESPONSE IS UNFAIR.