Incorrect Termination of Service Contract

On 15 January 2021 I went into the store in Blue Route Mall to cancel my Data Contract. The assistant gentleman in the store processed the request and immediately I received a text message confirming that my contract would be cancelled on 18 January 2021. The message also stated that I would be contacted, but this did not happen. My billing statement still contained payment details for both my contracts. Having been challenged by these telecommunications companies before, I paid only the cost of the contract that I was using, this being my cell phone. I did not pay for the contract which I had cancelled.

On 3 February 2021 I received a text message informing that I would not be able to make calls until I paid the R 125.00. This was what the data contract which I had cancelled cost. The message of 3 February 2021 referred to my cell phone which I had paid on time. My cell phone service has since been suspended, despite making the required payments as was required and on time. Further to this, I received another text message about my failure to pay. I rep**** to this message informing them that I will not be paying, since this contract had been cancelled. Following are all the reference numbers pertinent to this matter:

I-*** I-*** I-***

I also started emailing the customer care line on 15 February 2021 as my services had been suspended incorrectly and I was unable to make calls, send texts or use internet services. I only got automated responses with no joy to any settlement or restoration of my services. On 27 February 2021 I went into the store at the Blue Route Mall to obtain some resolution with no success. The only thing the service personnel could tell me was that the cancellation had never been done, despite the query being visible to them as dated above. My cancellation request had been submitted on 15 January 2021 to be cancelled on 18 January 2021 and on 27 February 2021, this cancellation had not been done at all. This is absolutely shocking and the employee who is tasked to administer these instructions does not deserve to have a job. They cannot possibly be so busy that they have still not been able to effect and process the cancellation more than 6 (six) weeks later.

To date, my Phone service is still unavailable and no one has made any attempt to cancel the Data Contract that I had instructed be done. Neither has anyone bothered to call me as indicated in the text message. I am now heading to the second month without a service that I have paid for without fail. I will continue to honour my agreement and arrangement with regards to my cell phone contract but I am not going to make payments for a service I have cancelled.

I want my cell phone service restored immediately and the cancellation processed as at the date of 18 January 2021. Even the store consultants have no faith or trust in the company since they advised me to lodge my complaint on this platform. This is a very sad state for a company when there own employees are advising the customers in this way.