Hellopeter
Share Your Experience
RA
Roshana A

1 reviews | Active since Oct 2017

06 Feb 2026, 09:13

Urgent Complaint: Incorrect Arrears, Failed Debit Orders & Charges on My Account

I made payment of my account via the Cell C App on 22 January 2026 using the Pay Now option, where card details are entered and the transaction is authorised like any normal online purchase. There is no option to insert a reference number when paying through the app. Despite this, on 31 January 2026 a debit order was submitted for the same amount which had already been paid. As I only transfer funds into my transactional account when required, the debit order failed. On Monday, 2 February 2026, I received a WhatsApp message from Cell C regarding arrears. I immediately explained that the account had already been paid and sent proof of payment. I was then informed that the matter had been resolved. However, on 5 February 2026, another debit order was submitted again and it failed. I contacted your office and spoke to Dolly Moses, sending the same proof of payment once more. This morning, 6 February 2026, I called again to follow up and spoke to Itumeleng, who advised that I had used the wrong reference number. This is not possible, as payment made via the Cell C App does not allow customers to enter a reference number — it is processed automatically. Despite all proof submitted, my account is still reflecting in arrears. I require this matter to be resolved immediately TODAY, before another debit attempt is made.

0
Replies (7)
Cell C
Cell C's reply06 Feb 2026, 09:19
Official
Dear Roshana,

Thank you for your detailed message and for providing the proof of payment. We sincerely apologise for the inconvenience and frustration this situation has caused.

We acknowledge that payments made via the Cell C App using the Pay Now option do not allow customers to enter a reference number, as the transaction is processed automatically. Your proof of payment has been noted, and we confirm that the matter is currently being escalated for immediate resolution.

Please be assured that we are prioritising this request to ensure your account is correctly updated today and to prevent any further debit order attempts. We will provide you with feedback as soon as the correction has been completed.

Thank you for your patience and cooperation.

Kind regards
Cell C | BMT
RA
Roshana A's update06 Feb 2026, 09:29
Reviewer Update
Dear Sir/Madam,Thank you for your response and for confirming that the matter has been escalated.However, due to the ongoing nature of this issue and the repeated failed debit attempts on my account, I have now also sent a formal complaint to Cell C Customer Service and have included the Ombudsman in the correspondence. This step was necessary as I remain extremely frustrated with the inconvenience, financial charges, and the lack of final resolution despite previous assurances.I note your confirmation that the account will be corrected today and that further debit attempts will be prevented. I request written confirmation once:
  • My account has been fully updated and no longer reflects in arrears.
  • All failed debit fees and related charges have been reversed.
  • No further debit attempts will be submitted for this already-paid amount.
I trust this matter will now be resolved urgently and permanently, and I await your feedback as soon as the correction has been completed.Kind regards,
Roshana
Cell C
Cell C's reply06 Feb 2026, 09:47
Official
Dear Roshana,

Thank you for your response and for keeping us informed. We sincerely apologise for the continued inconvenience and frustration this matter has caused you. We fully understand your concerns, particularly regarding the repeated debit attempts and the impact this has had.

We appreciate your patience while we work to ensure this matter is resolved urgently and permanently. You will receive written confirmation as soon as the necessary corrections have been finalised.

Kind regards,
Cell C | BMT
Cell C
Cell C's reply06 Feb 2026, 14:56
Official
Dear Roshana,

As per our conversation with our support team, you are kindly requested to send the proof of payment (POP) to the email address that was provided to you.

Once received, we will review it and assist you further accordingly.

Kind regards,
Cell C | BMT
RA
Roshana A's update06 Feb 2026, 14:59
Reviewer Update
Hi there

I’ve just sent the requested info to Ntibi.

Thank you
Cell C
Cell C's reply06 Feb 2026, 15:10
Official
Dear Roshana,

Thank you for the update. We confirm receipt of the requested information sent to Ntibi.

We will review it and provide feedback as soon as possible.

If you feel that your experience has improved, you are welcome to share your most recent experience in another HelloPeter review. Your feedback plays an important role in helping us recognise excellent service.

We truly appreciate your support.

Kind regards,
Cell C | BMT
Cell C
Cell C's reply18 Feb 2026, 17:15
Official
Dear Roshana Ariefdien,
 Thank you for your patience. We would like to update you that your query is still under investigation with our team. We are actively working on it and will provide you with feedback as soon as we have an update.

Thank you for bearing with us while we resolve this.

Kind regards,
Cell C | TM