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Ria K

1 reviews | Active since Apr 2022

13 Jan 2026, 09:16

URGENT: Incorrect Debit Order Deduction Despite Easy Payment & Proof of Payment – Case ***

Subject URGENT: Incorrect Debit Order Deduction Despite Easy Payment & Proof of Payment – Case ***

Dear Cell C Complaints Team,

I am extremely dissatisfied and distressed by the ongoing handling of my account and case number ***.

Due to ongoing difficulties with my payment arrangements, I contacted Cell C on multiple occasions for assistance. On advice from one of your agents, I made an Easy Payment on 13 December specifically to prevent a debit order from being processed, as I was assured this would resolve the issue.

Despite this:

On 15 December, Cell C attempted to deduct R2,800.00 via debit order.

This amount is incorrect, unaffordable, and places me at risk of going into a negative balance, leaving me with no access to my salary on payday.

I have acted in good faith at all times and followed the guidance provided by your staff.

Furthermore:

I sent proof of payment on 8 December at 16:17 to Ntombifuthi.Mo******.

I was advised feedback would take 2 days, yet it has now been 5 days with no resolution.

I was informed that there is “no proof of attachment,” which is incorrect, as the email was successfully sent.

I also received an SMS today requesting feedback on my case, after which I had to explain the entire issue again and repeat security checks, showing a complete lack of internal communication.

This situation has caused me severe financial and emotional stress. Cell C’s advertised customer service has not been delivered, and this experience has left me with no confidence in continuing as a customer once my contracts expire.

I hereby demand the following today:

Immediate correction of my account.

Immediate cancellation/reversal of the incorrect debit order of R2,800.00.

Written confirmation that my Easy Payment has been correctly allocated.

Urgent resolution of case *** without further delays or repeated explanations.

Should this matter not be resolved today, I will have no option but to escalate this formally via Hello Peter, ICASA, and other consumer protection channels.

I expect urgent feedback and written confirmation.

0
Replies (11)
Cell C
Cell C's reply13 Jan 2026, 09:23
Official
Dear Ria K,

We sincerely apologize for the inconvenience caused. Your complaint under case number *** has been escalated for urgent review.

We are currently investigating:

-The incorrect R2,800 debit order
-Correct allocation of your Easy Payment
-Verification of your proof of payment

A senior consultant will provide written feedback as a priority. We regret the frustration caused and appreciate your patience.

Kind regards,
Cell C | CM
RK
Ria K's update13 Jan 2026, 09:40
Reviewer Update
This beter be sorted out today I will go further and exploit Cell C on other review pages.

Cell C
Cell C's reply13 Jan 2026, 10:03
Official
Dear Ria K,

We understand your frustration and sincerely apologize for the distress this matter has caused. Please be assured that your case (***) remains under urgent escalation and is receiving priority attention today.

Regards,
Cell C | CM
RK
Ria K's update14 Jan 2026, 20:50
Reviewer Update
UPDATED / ESCALATED HELLO PETER REVIEW

Title:
URGENT: Escalation Required – Cell C Ignoring Case *** Despite Proof, Easy Payment & Repeated Promises

Review Body:
I am escalating this complaint publicly as Cell C has now stopped providing meaningful feedback, despite multiple assurances of “urgent escalation.”

This matter relates to case number ***.

Timeline & Facts:

  • On 13 December, I made an Easy Payment of R1,338.72 on the instruction of a Cell C agent to prevent a debit order.
  • Proof of payment was emailed on 8 December at 16:17 to Ntombifuthi.Mo******.
  • Despite this, Cell C attempted to deduct R2,845.69 on 15 December, an incorrect and unaffordable amount that risked leaving me without access to my salary.
  • I was told feedback would take 2 days — it has now been weeks.
  • I was incorrectly informed that there was “no proof attached,” despite the email being successfully sent.
  • I was contacted again via SMS and forced to repeat the entire issue and security checks, showing no internal communication.
Hello Peter Interaction:
  • On 13 January 2026, Cell C responded stating the case was escalated and under urgent investigation.
  • I was assured a senior consultant would provide written feedback.
  • Since then, no written confirmation, no resolution, and no correction of my account has been received.
  • Further responses simply repeat “urgent escalation” with no action.
Impact:
This situation has caused severe financial stress, emotional distress, and loss of trust. I have comp**** fully, acted in good faith, and followed Cell C’s instructions — yet I am being ignored. What I am demanding (immediately):
  1. Written confirmation that my Easy Payment has been correctly allocated
  2. Immediate reversal/cancellation of the incorrect R2,845.69
  3. Final written resolution of case ***
  4. No further requests for me to repeat information already on record
What I have done up to now: · I have sent a final notice to Cell C · I have raised a complaint with ICASA If this matter is not resolved immediately, I will proceed with:
  • Consumer Protection escalation
  • Further public escalation across multiple platforms
Cell C has had more than enough time to resolve a matter that should have been straightforward.
RK
Ria K's update14 Jan 2026, 21:15
Reviewer Update
Good Evening just to inform you I have taken the following steps as your company is playing around and not taking there clients seriously.

I have laid complaints at the following places: *********
***
Cell C
Cell C's reply14 Jan 2026, 21:27
Official
Dear Ria K,

Thank you for your detailed update and for sharing your experience. We sincerely apologize for the frustration and stress this situation has caused.

We want to reassure you that your case (***) is receiving immediate attention. To clarify:

• Your Easy Payment of R1,338.72 has been received, and we are reviewing the allocation to ensure it is app**** correctly.

• The incorrect debit of R2,845.69 is being investigated, and we are working to reverse or cancel this as a matter of urgency.

• We acknowledge the repeated requests for information and understand how frustrating this has been. Internal communication on your case will be reviewed to prevent further delays.

We will escalate this directly to a support team member, who will provide the necessary assistance to resolve your case and ensure no additional information is requested unnecessarily.

We deeply regret the inconvenience and financial stress caused, and we appreciate your patience while we resolve this immediately.

Kind regards,
Cell C | ZM
RK
Ria K's update14 Jan 2026, 22:24
Reviewer Update
Good Evening

Please provide new outstanding balance.

Regards
Mrs Knouwds
Cell C
Cell C's reply15 Jan 2026, 08:36
Official
Dear Ria Knouwds,

Thank you for contacting Cell C.

Our team will be in touch to assist you further with your outstanding balance enquiry.

Kind regards,
Cell C | TM 
RK
Ria K's update15 Jan 2026, 21:03
Reviewer Update
Cell C – Contradictory Information & Mishandling of Payments I am extremely disappointed in how Cell C has handled my account. Case Number: *** I submitted my Proof of Payment four times, yet on 15 January 2026 I received a call from a Cell C representative, Mr Johnny Hlophe, stating that they have not received it. This directly contradicts Cell C’s own written response on 14 January 2026 at 21:27, where they confirmed in writing that my Easy Payment of R1,338.72 was received. So which is it? In addition:
  • An incorrect debit of R2,845.69 was processed
  • I have spent weeks repeating the same information
  • The delays are causing additional banking fees and financial pressure
The lack of internal communication, accountability, and basic customer care is alarming. As a loyal, paying customer, I should not be treated this way. This experience explains exactly why so many people warn others to stay away from Cell C. I am still awaiting a proper resolution.
Cell C
Cell C's reply16 Jan 2026, 09:31
Official
Dear Ria K,

Thank you for contacting Cell C.

We’re truly sorry for the frustration, inconvenience, and financial strain this situation has caused you. We completely understand how upsetting it is to receive conflicting information, especially after repeatedly submitting your proof of payment and being assured in writing that it was received. This is certainly not the experience we want for any of our customers, and we sincerely apologize for the poor communication and handling of your case.

Please be assured that your concerns have been taken seriously. Our Support team is reviewing the matter, including the payment confirmation, the incorrect debit, and the delays you’ve experienced. They are working toward a proper resolution and will ensure you are contacted and assisted accordingly. Thank you for your patience while this is being addressed.

Regards,
Cell C | LS
Cell C
Cell C's reply21 Jan 2026, 07:24
Official
Dear Ria K,

Our support team advised that they have reached out to you and confirmed payment allocation of your manual payment as well as the current amount due.

Thank you for taking our call.

Cell C | DA