Worst *********** Customer Service EVER

On the 28th February 2019, I contacted Cell C Customer Care line as I was curious whether or not my account has been paid. On the call the representative confirmed the following:

1) My account is up to date and paid for the month in question. 2) An "accidental" R200 was deducted which was incorrect, but since Cell C cannot refund me to my bank card, it will be credit towards my Cell C account.

As the representative confirmed that my account was paid and up to date, my mind was at ease. Please note, that since I was under the impression that my account was up to date, I had to use the remaining balance in my account due to an emergency that was unforeseen.

My account is always paid in full with no problem as I always make sure to have the right amount in my account, the R200 that was deducted was an unexpected amount for connection fees for the new contract I took out at the end of February at Cape Gate CellC, where no one there informed me of the connection fee that I would have to pay. On the 2nd March 2019, I visited the Cell C store in Bayside Mall and was informed that I was incorrectly informed by the Call Center representative and that my account has an outstanding balance of +/- R846.00. I explained to the agent that I was under the impression that my account was paid and that I had to use the remaining balance for an emergency.

The agent, at Bayside Mall, confirmed that she will make a note on my account and nothing will happen as they will just deduct the back log with the billing amount in the end of March. She assured me that my account will be unchanged, because action will only be taken if I fail to pay twice. Also that I would still be able to use my account through March.

A week after this discussion, I received 2 sms's stating that my account was in arrears and that my account will be suspended until the end of March when the amount was deducted.

Now this is my problem:

On 2 occasions I was falsely informed of information which led to this entire mess and this is not fair towards me as an consumer in the end of day. I understand that the account is my responsibility, but informing customers of the correct processes is your responsibility.

Because of the incompetence of your Customer Services, my account looks bad and I am not taking responsibility for this.