Unfairly handed over

Cell C Customer Service Case Number : ***. I'm writing to express my concern and frustration about the handling of my account. Despite having an outstanding debt, I wasn't notified via SMS, calls, or emails before being handed over to debt collectors. Furthermore, I was allowed to upgrade my devices without being informed about the outstanding amount.

Details: - Account number: *** - Outstanding debt: +-580 - Date handed over: 02.07.2025

Unfair practices: - Lack of notification about the debt before handing me over - Allowing me to upgrade devices without disclosing the outstanding amount - Poor customer service experience: - Two calls dropped - Agent talking over me when I asked about the standard process for collecting debt - Being told I was aware of the debt despite only finding out when I was handed over - Refusal to provide a copy of my contract, citing it's a canceled contract - Lack of transparency and opportunity to settle the account or make payment arrangements - Failure to offer a chance to make arrangements to settle the account, despite the debt being allegedly valid

Additional concern: I also called the collections department to inquire about the standard procedure for debt collection. Unfortunately, the representative did not provide me with clear information, stating that there is no specific timeframe for debt collection and that it might take a month or two or even longer. This lack of clarity and transparency raises serious concerns about the company's practices and makes me question the honesty and integrity of Cell C.

Treating Customers Fairly (TCF): I question whether I was treated fairly in accordance with TCF principles. As a customer, I expect to be treated with respect, transparency, and fairness. In this case, I feel that Cell C failed to meet these expectations.

Background: - I visited the Cell C Alberton store in August [Insert year] and was informed about a block on my account. Despite this, I proceeded with upgrading my devices after the block was lifted by head office. This would have been an opportunity for Cell C to notify me about the debt, but nothing was mentioned. - As a loyal customer of over 8 years with 2 existing contracts, I feel I've been treated unfairly.

Request: - Review the decision to hand me over to debt collectors - Consider waiving or reducing the debt due to the lack of notification and unfair practices - Provide a detailed explanation of the actions taken on my account - Take into account my loyalty and existing contracts - Waive the collections fee

Consequences: If this issue is not resolved, I will escalate further and explore other options to address. Please refer to my recent contract and your records as no smses or emails was received not even a phone call. MBD on the other hand is busy harassing me with their phone calls every now and then despite numerous times adding them that I am waiting for someone for Cell C to call me. I have been with Cell C for the longest time and still have two contracts which they debit from my account with no fail and monthly they do send communication about the debit order date now why hasn't anyone contacted me?