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RM
Rika M

1 reviews | Active since Jan 2017

18 Jun 2018, 15:06

WASPA services - Cell C

WASPA - Unauthorized and ******** deductions on Cell C account. On behalf of Mrs. JN Du Toit - ********** 297

On 21 May a complaint was lodged at customer service Cell C.

The letter to them: JN du Toit ID ...*********xx, cell nr ********** 297 has a contract with Cell C. I noticed that since Nov 2017 my account has been debited with plus/minus R200 or more than the contracted amount of R500.

After consultation with my local Service Provider, it was said that my package has not increased and therefore I would like to inquire what the extra R200 is for.

I was told to enter a USSD string on a daily basis to stop these deductions. I have never given any authorization whatsoever for Cell C to deduct any additional fees from my account. Waiting for your response in eager anticipation.

24 May: With regards to my inquiry, reference number ********** 563 and ********** 346; I would like to know what Cell C's policy regarding deductions from my contract account from external companies without my consent is. I have tried in vain to get a resolution from the customer service center and when the request was made the representative disconnected the call on two occasions. I would also like to request a copy of those calls made by my number which is ********** .

I see this matter as serious and it could constitute theft in my regard and would like to have it resolved amicably and urgently. Still awaiting your response in eager anticipation.

30 May According to above, a double opt-in service is required for WASPA deductions on my account which never occurred, therefore I request an urgent refund of all funds that were deducted ********ly from my account since the inception of my contract.

If no correspondence is received from you regarding above mentioned I will be forced to take further actions in this regard.

Its been seven days since the last email was sent and no correspondence was received from Cell C. I hope you take this in a serious light because it does constitute theft.

11 June Since the 21st May 2018 up to date nothing has been done from Cell C to rectify this. Should you fail to comply within the next 7 days, you will leave me no alternative other than to seek legal advice. This will result in extra expenses or possible media publicity for Cell C.

I will also seek advice from the Consumer Credit Act should you not comply.

Published in 2013: https://www.iol.co.za/dailynews/consumer/how-to-swat-wasps-from-your-cell-billing- **********

0
Replies (22)
Cell C
Cell C's reply18 Jun 2018, 15:18
Official

Good afternoon Rika

We have referred this matter to one of our team members for assistance. Do expect communication.

We apologize for the inconvenience caused.

Regards

Cell C | PN

Cell C
Cell C's reply19 Jun 2018, 09:11
Official

As per communication, Lungile confirmed that you subscribed to the service and will provide feedback regarding this matter.

Regards

Cell C | PN

RM
Rika M's update19 Jun 2018, 10:18
Reviewer Update
She didn't subscribe to any WASPA services. If she had subscribed, Cell C was supposed to send a confirmation to confirm or decline the requested services from WASPA. This constitutes a contractual bridge, which constitutes theft, Cell C deducted money ********ly. All she wants is a refund from Cell C since the conception of her contact. This same thing happened with Vodacom on another person contract, and they had no problem in refunding the monies.
Cell C
Cell C's reply19 Jun 2018, 10:49
Official

As you were advised by the consultant that she was going to send a request to WASP to have your number removed. She will follow up on this matter and provide the answers you seek.

Regards

Cell C | PN

RM
Rika M's update21 Jun 2018, 14:16
Reviewer Update
MRS N DU TOIT WANTS A REFUND FROM CELL C We have received emails from Cell C and Newcloob (WASPA subscription service) with no positive outcome as yet. An email that was received from Newcloob: Having reviewed the logs for the number ********** 0297, the subscription to Newcloob was bonafide, the reason for this is that in South Africa users are required to confirm billing with their network operator provider, where they would have validated the subscription by informing of such and requesting confirmation. Therefore, subscription is not possible without user interaction. I will add the link where I got the information from. Mrs du Toit do not want a refund from WASPA but from Cell C. https://mybroadband.co.za/news/cellular/93335-cell-c-mtn-double-opt-in-on-sms-services.html MTN and Cell C will be introducing double opt-in systems for wireless application service providers (WASPs) during December 2013, according to the MD of BulkSMS, Pieter Streicher. Vodacom launched its double opt-in system, called “MESH”, two years ago (14 December 2011), which the network said had a dramatic effect on ********** billing for WASP services.
RM
Rika M's update03 Jul 2018, 12:24
Reviewer Update
12 DAYS LATER: No feedback from Cell C.. must say very poor service indeed. https://mybroadband.co.za/news/cellular/93335-cell-c-mtn-double-opt-in-on-sms-services.html We need an answer today...
Cell C
Cell C's reply03 Jul 2018, 12:33
Official

Good afternoon Rika

We have escalated this matter for further assistance.

Regards

Cell C | PN

Cell C
Cell C's reply03 Jul 2018, 12:33
Official

Good afternoon Rika

We have escalated this matter for further assistance.

Regards

Cell C | PN

RM
Rika M's update16 Jul 2018, 13:36
Reviewer Update
YOU Cell C have escalated this matter for further assistance..... 13 days ago, no correspondence what so ever? The company did not follow protocol by sending me a confirmation sms. So quickly to deduct money for WASP services... I am still WAITING FOR an answer and THE REFUND.
Cell C
Cell C's reply16 Jul 2018, 14:49
Official

Good afternoon Rika

We will get someone to follow- up on this matter and assist.

Regards

Cell C | PN

RM
Rika M's update02 Aug 2018, 14:49
Reviewer Update
Oh, dear Cell C .....WHAT GOOD SERVICE YOU GIVE.. 17 days ago you said someone will follow-up, POOR POOR SERVICE. I need an answer by tomorrow and a REFUND by Monday.
Cell C
Cell C's reply02 Aug 2018, 15:04
Official

Good afternoon Rika

Someone did follow up and they have not received feedback. Do not despair, feedback will be provided and this will be sorted.

Regards

Cell C | PN

RM
Rika M's update02 Aug 2018, 15:11
Reviewer Update
You don't need to investigate... I never received any SMS from Cell C to opt in or opt out for any wanted or unwanted services. Cell C deducted money from my account ********ly. So I really don't know what the delay is, all I want is a refund from Cell C and not from unwanted WASPA services.
RM
Rika M's update02 Aug 2018, 15:12
Reviewer Update
The first message to Cell C on Hellopeter was 18 June, why is it taking so long. Before this, numerous calls and emails were communicated to Cell C.
RM
Rika M's update27 Aug 2018, 13:18
Reviewer Update
Good day.... really disappointed in your customer service. 25 Days LATER and no reply or communication. I give you till tomorrow, otherwise, this case will be sent to COMPLAINTS AGAINST TELECOMMUNICATIONS SERVICE PROVIDERS Quality-of-service complaints, such as complaints about network coverage; dropped calls; line installation, activation, transfer and suspension; ADSL; mobile-number portability or suspension of service Complaints about the billing of data services, voice services and international roaming.
Cell C
Cell C's reply27 Aug 2018, 14:39
Official

Good afternoon Rika

We have escalated this matter for further assistance. Apologies for the poor service.

Regards

Cell C | PN

RM
Rika M's update27 Aug 2018, 15:54
Reviewer Update
You are saying this all the time just to show that you have responded. This is unacceptable. Your 6th message to say this will be investigated. 18 Jun 2018, 15:18 - 2 months ago 19 Jun 2018, 9:11 - 2 months ago 3 Jul 2018, 12:33 - 2 months ago 16 Jul 2018, 14:49 - a month ago 2 Aug 2018, 15:04 - 25 days ago 27 Aug 2018, 14:39 - an hour ago
Cell C
Cell C's reply28 Aug 2018, 08:51
Official

The consultant has been following up with no success, she will contact you and explain. Apologies for the poor service.

Regards

Cell C | PN

RM
Rika M's update28 Aug 2018, 09:25
Reviewer Update
All we want is a refund for WASP services... Please read all the correspondence in this dispute.
Cell C
Cell C's reply28 Aug 2018, 10:17
Official

The consultant contacted you and provided feedback.

Regards

Cell C | PN

RM
Rika M's update28 Aug 2018, 10:23
Reviewer Update
Nobody from Cell C has contacted us.... please stop giving excuses. Cell C is responsible for the refund and not the services. You did not follow your SOP to sent the client an SMS to confirm. What is troubling me, is the Vodacom had no problem refunding money because they also did not follow protocol, but Cell C keep on duck and diving. Please do the right thing and refund MRS N DU TOIT.
Cell C
Cell C's reply28 Aug 2018, 11:06
Official

Lungile contacted the account holder on 084 ****297 at 09:20 this morning and provided feedback. We are not giving excuses, the matter is being handled accordingly.

Regards

Cell C | PN