Cancellation dispute

Dear Sir/Madam,

I am writing to raise a concern regarding the cancellation of my account.

On the 20th of March, I spoke to one of your agents who provided me with a cancellation quote, which was valid for 14 days. I proceeded to make the payment on the 1st, which was still within the validity period.

However, on the 21st at 10:00 AM, I spoke to an agent named Micyle, who informed me that no cancellation request had been submitted on my account. He then requested that I send proof of payment to ***.

I also informed him that the payment was made from a Capitec account, to which he responded that payments from Capitec are not accepted. This was never communicated to me during my initial conversation on the 20th of March.

Furthermore, after making the payment, I contacted your cancellations department and was assured that the proof of payment had been received and that the cancellation would be processed once the current month’s instalment had gone through.

Today again I called in spoke to Sinosha and was informed that no cancellation was processed. Please advise why this was not done when my contract is on a month to month.

I get an email from your company starting that the cancellation cannot to be processed because I have upgraded my contract in january can someone please prove to me what upgrade I took an what phone because the insurance I am paying for my phone didn't want to pay for the repair they requested I pay R1100 for a new phone.

This inconsistency and lack of communication are unacceptable. I request that this matter be resolved urgently and that my cancellation be processed as initially agreed.

Please note that if any debit order goes through in May, I will have no choice but to escalate this matter further and seek legal assistance to address the situation.

I expect prompt feedback and resolution.

Kind regards