Utter disregard of Customers

Please find below the email I sent to Cell C's Customer Service Team on the 21st of November 2018, and I am yet to be contacted by them:

I hope this email finds you in better spirits than I am.

This is Zandile M. with contract 065***. My ID number is *** .

First and foremost I have had the most etrocious of services from Cell C this past week.

All of this started on the 14th of November where the services on the device were suspended, I than went about to call the customer care line (on the 15th of November 2018 where l spoke to a lady by the name of Vivian. With my conversation with Vivian on call ********** ********** 13 I soon found out that under Cell C's system I was said to be in arrears with my account. The last bebit of R200. 01 that was deducted on the 31st of October 2018 (with the transaction description/reference: 'Cell C Sp ********** 81 ********** 57') is said to have come back void on the 3rd of November 2018.

I explained to Vivian that I have been to my bank and clarified and confirmed that this transaction was successful on my end and that these details reflect accordingly on my bank statement. She than further asked that I send my bank statement to ********** she than further requested that I forward the same details to her at V*** ********** as she had made mention that she'll be escalating the matter further, as I was dissatisfied about the fact that the services on the device would stay suspended up until the account's team turn-around time of 24 to 48 working hours, which meant I'd only get contacted with feedback on Monday the 19th of November 2018.

My second issue with Cell C arised when I was debited yet again an amount of R200. 01 on the 16th of November 2018 (with the transaction description/reference: 'Cell C Sp* ********** 8985* ********** 15'). Later on the same day I received an sms stating that my services will be reinstated as a payment has been 'made'. The main issue that I had at this point was the fact that my debit order agreement with Cell C is the last day of every month and not the 16th of the month, secondly no one had been in touch with me with regards to the escalation with Vivian's Manager or the account's team feedback. At this very point in time, due to Cell C's estortion of a second R200. 01 from me, my FNB Gold Cheque account was left is arrears with bank charges accumulating everyday where I am currently standing at a - R107. 86 balance on my account.

In good faith I waited for a callback or any means of communication from Cell C, based on the given timescale by Vivian. Monday the 19th of November 2018 went by with no contact whatsoever. I than got in touch that evening at 23h10 where I spoke to a Puseletso on call: ********** ********** 38. I explained this entire ordeal written above to Puseletso. She proceeded to place me on hold to look into these matters further, she came back confirming that an escalation case was raised with the reference ********** 037 (raised on the 15th of November 2018). Through her recap of the escalation she further confirmed that a member from the account's team had left a comment stating that under page 10 in the bank statement I sent them, she can confirm that transaction 'Cell C Sp ********** 81 ********** 57' was successful on the 31st of October 2018 and that she does not understand why the system stated that it voided. In my conversation with Puseletso I further confirmed all the previous payments I have made to Cell C since the contract incepted, with the exact dates references and method and by doing this, it further suggested that the account was paid up to date and that the deduction on the 16th of November was ******** as I was not in arrears. I than posed the question to Puseletso as to why I was debited twice; why my services were suspended; and why I had not yet been contacted, if the accounts team had confirmed the initial payment in their case comment?

Regrettably Puseletso was unable to answer any of my question but just advised that I wait for that escalation callback for the following day the 20th of November 2018. I than arranged with her that they discuss these details with my sister K. M. on the 065*** number.

No form of communication has been made by yourselves to me with my above grievances.

At this point I want my R200. 01 with a compensation for the services being suspended in error, further more the reimbur*****t of R110 for the bank charges incurred due to the unsolicited debit on the 16th of November 2018.

I want a Manger to contact me on 065*** where they'll be discussing timescales with regards to the above listed resolutions with my sister.

Further more I want Cell C to stop debit orders and to provide me with the Easy Pay reference number to make cash payments. I no longer trust this service provider and will be cancelling my debit orders with you on my bank's end.

If I am not contacted by the end of business day today the 21st of November 2018, I will be taking this matter further with your regulatory board.

I hope to hear from you soon, and that I won't need to be ringing up Cell C's customer care line this evening.