VERY POOR SERVICE DELIVERY FOR ONE OF CELL C GOOD CUSTOMERS

I had three contracts with Cell C of which two were utilized by myself and my spouse and the amount payable for the contracts were directly deducted from my bank account. The other contract was utilized by my youngest Son and the moneys payable for this contract were deducted from his bank account. He went to China for six months and due to his circumstance that side, the contract number ********** that was on my name and paid from his account, got in arrears. This was a very new contract and due to the fact that he was overseas in China, he could not use any of the data or the other benefits stipulated in the contract. I went to a Cell C outlet and explained that we were busy to rectify the outstanding amount on the Cell C contract ( ********** ) , because of the arrears on this mentioned contract number, my wife and i could not get upgrade to new cell Phone Contract.

On the 9th of July 2018 I got a message that Cell C want to hand this Contract ********** to Debt Collectors if I did not pay the arrears of R3 795-00 on this contract. I spoke to the Legal Department of Cell C and requested that they do not hand over the Contract ********** to the Debt Collectors and that i would pay the arrears the same day. I also requested that the benefits in regards to Data and Call time must stay the same and that I will then pay the monthly installments as from the end of July 2018. According to the Consultant of Cell C at the Legal Department of Cell C, the matter had not been handed over.

I immediately went to pay the arrear amount of R3 795.00 on Contract number ********** and due to the fact that our scanners were not working at SAPS Head Office on the 9th of July 2018, I could only forward prove in regards to the payment of the arrears the nect day, 10 July 2018.

Persons from Shapiro Shaik Defries (SSDA) started to contact me and requested me to pay the full amount of R20 250-00 approximately on the outstanding of the Contract ********** . I told them that according to me, the contract number ********** was still with Cell C and I had paid the arrears and that I requested that the original contract will proceed as normal.

It then seems that despite the fact that I discussed this matter with a Consultant at the Legal Department of Cell C, this matter was handed over to Shapiro Shaik Defries (SSDA). I immediatly drafted a letter of Appeal to Cell C requesting that the mentioned Contract ********** not be handed over and that the status quo of the normal contract must proceed as normal. I also explained that I am a very Good Customer of Cell C and my track records could be traced during the years of being a very good payer and paying my accounts on time.

I did forward this letter of appeal to various Departments at Cell C included to the Customer Department. It took a month and a half and various e-mail correspondence to Cell C before I eventually got feedback that my Letter of Appeal was not successful.

I made an arrangement with Shapiro Shaik Defries (SSDA) that I would pay back the outstanding amount of R17 000.00 approximately in installments of R1 200-00 till the amount had been cleared. I started as from the end of August 2018 to pay the monthly installment of R1 200-00 as agreed with SSDA.

According to feedback I received from SSDA, the fact that the account was handed over, did not reflected against my record negatively, in other words I was not blacklisted.

When I went to apply for financing on a motor vehicle , my application for financing was not approved due to this Contract ********** that was handed over to SSDA and this is reflecting negatively against my credit record.

Last year a consultant of SSDA contacted me and informed that there would be discount on this outstanding amount if I could settle it immediately. He did not inform me that the discount was only applicable up to 2018-12-31.

I send a e-mail to SSDA requesting discount on the outstanding amount on Contract ********** and requesting that my Credit Record be immediately cleared, but they referred my to the Legal Department of Cell C.

There definitely is no way that a person can get the Legal Department of Cell C in order to assist a person positively.