1 reviews | Active since Jul 2013
Very dissatisfied!!
I am writing to formally lodge a complaint regarding my ongoing difficulties with Cell C in cancelling my contract.
I have been a loyal Cell C client for over 20 years, with multiple contracts during this period, and I have never missed a payment. Despite this, I have not received a single statement from Cell C in more than 10–15 years. The only time I ever hear from Cell C is when I attempt to cancel a contract.
I have now made three attempts to cancel this contract:
April 2025: I visited the Cape Gate branch and was told cancellations could only be done telephonically. I was given a number on a s**** of paper and advised to wait until June.
6 June 2025: I called the number provided and spoke to Simpewe. She confirmed the call was being recorded, processed the cancellation, and gave me reference number ***. She explained that the June debit order would still run, which I accepted. Following this, I was repeatedly contacted by your retention team, whose offers I declined.
July 2025: Despite the above, another debit order was processed. I disputed it at the bank and cancelled future debit orders. I was then contacted by an agent who threatened me with blacklisting. Although I explained the contract had already been cancelled in June, I was told there was no record of this. The agent agreed to escalate and cancel the contract, providing me with reference number ***.
Despite this, I am now being contacted by VVM, claiming that I owe more than double my instalment and offering me a discount if I pay immediately. This is wholly unacceptable.
Furthermore, this is not the first time I have experienced this issue with Cell C. In March 2022, I went through the same ordeal and Cell C still owes me over R600, which has never been refunded.
This repeated failure reflects extremely poor service and a lack of proper internal processes.
I would appreciate Immediate and final cancellation of this contract (if it has not already been processed).
Written confirmation that I owe no further amounts and that my account reflects a zero balance.
Immediate cessation of all contact from VVM regarding this matter.
I cannot and will not be held responsible for Cell C’s lack of record-keeping, improper staff training, or internal system failures.
Thank you for getting in touch and for bringing this matter to our attention.
We would like to start by sincerely apologizing for the frustration and inconvenience you’ve experienced regarding the cancellation of your contract with Cell C.
We acknowledge receipt of your formal complaint and have carefully noted the details provided, including your past attempts to cancel the contract, the reference numbers shared, and your concerns regarding the lack of communication, billing errors, and the recent contact from VVM.
We fully appreciate your loyalty as a Cell C customer over the past 20 years, and we regret that your recent experience does not reflect the level of service and respect that long-standing customers such as yourself deserve.
May you please provide us with your contact number so that we can have this matter long into and further investigated.
Cell C | MM
Thank you for getting in touch and for bringing this matter to our attention.
We would like to start by sincerely apologizing for the frustration and inconvenience you’ve experienced regarding the cancellation of your contract with Cell C.
We acknowledge receipt of your formal complaint and have carefully noted the details provided, including your past attempts to cancel the contract, the reference numbers shared, and your concerns regarding the lack of communication, billing errors, and the recent contact from VVM.
We fully appreciate your loyalty as a Cell C customer over the past 20 years, and we regret that your recent experience does not reflect the level of service and respect that long-standing customers such as yourself deserve.
May you please provide us with your contact number so that we can have this matter long into and further investigated.
Cell C | MM