Cell C
Charges levied without explicit consent

At 6:40 on 25 February I contacted customer care to request that the recurring BB subscription on my pre-paid service be changed to a non-recurring subscription with the intention that I could let it run out before changing to my new phone.

The agent proceeded to cancel my previous subscription and initiate a new one which means that I paid for the same service again even though the old one had not yet expired. She did not confirm my details nor did she specify that I would be charged as she is cancelling the previous subscription. After realising that she had done so I asked to file a complaint as this is not what I asked for.

After being put on hold I was transferred to the supervisor, Vusi, who told me that he will have to listen to the recording of the call and call me back. Upon calling me back he said that I clearly stated that I wanted to cancel the previous subscription to be replaced with a new one.

Even though the financial impact is not significant, the principle is that I was not informed of the implications of the change before it was made, if I had been, I would not have proceeded and would have waited until my current subscription expired.

Company: Cell C
Country: South Africa
City: Customer Care

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