Debit intellicell issue

HelloPeter Complaint Letter (Intellicell Contract Debit Issue)

To Intellicell Management,

I am writing this complaint regarding an incorrect debit and poor communication from your customer service team.

I currently have two contract phones with Intellicell. One of the contracts (Huawei device) ended in October, and the debit on 15 October was supposed to be the final payment for that contract.

On 31 October, I called Intellicell to inform the consultant that:

I am not upgrading,

The contract has ended, and

Intellicell must not debit me again for this contract.

However, despite notifying Intellicell before the next billing cycle, I was debited R399 on 15 November.

When I called to query this, I was told that I “should have called a month earlier.” This was never explained to me by the consultant I spoke to on 31 October. Had your consultant properly informed me, I would have followed the correct procedure.

This wrong debit has left me out of budget, and I believe this is due to lack of clear communication from Intellicell consultants, not negligence on my part.

I request the following:

A full refund of the R399 debited on 15 November.

Written confirmation that the Huawei contract is officially closed and no further debits will be processed.

Better internal communication and proper explanation of contract closure procedures to avoid this happening to other customers.

I hope this matter can be resolved professionally and urgently, as this has caused unnecessary financial inconvenience.

Regards Tsakani Princess ***