Cell C
Reviews and Complaints

I. Mrs A Oelofse, with cellphone nr [protected] wish to report 2 FRAUDULENT CONTRACTS ON MY NAME!

I CANCELLED the RETENTION QUOTATION that was sent to me 11 August 2022. My present router contract on number [protected] will be finished end of October 2022 and I DON'T WANT A RENEWAL. The area we live in has no G5 coverage and virtually no CellC signal. I use a Vodacom prepaid nr. [protected], when we are home and never requested another Cell C number either and Cell C opened another account for that nr.?

MRS A OELOFSE

[protected]

On the 6th of February 2022 I got a debit order from cellc after noticing I went to a cell c store were they checked and found out someone used my identity for opening 2 contracts after I submitted my bank statements ,avidavit and ID . I kept been debited till June and now they stopped. But I still get calls saying my outstanding balance is increasing . I only received case number from [protected]@cellc.co.za. But still nothing has been canceled.

Good day, I have a serious complain with your company(CellC), in April this year I called your customer care to cancel my contract after so many attempts of sending emails which were not responded to. Finally the consultant I spoke to over the phone told me that my contract was cancelled by her during that time on the phone. To my surprise I am now being called by MBD attorneys demanding that I pay CellC the money that I owe them, mind you from July till this day I hardly received any data (500Mb) from CellC yet I have to pay for something which I cancelled.

The contract number is [protected]. Fix your service and stop trying to milk me for nothing because even that network of your has serious issues where I stay hence I cancelled the [censored]en contract.

I was provided and billed for a service i did not ask for. This started in May this year (2022) just before my contract came to an end (in June). After several attempts sending Emails to the customer service and calling the call centre,

no one can confirm why this was given to me suddenly after 2 yrs having this contract. My contract repayments was plus minus R289 monthly. All of a sudden it rose to R1100 monthly for the remainder of the contract. I cannot afford these amounts. Needless to say, my phone service has been suspended and i cannot call the call centre.

I had agreed on data contract with cell-c for the amount of R169.00 a month. I later realised that they are over debiting my Account to the amount of R325.00 a month. I called their call center to correct and even wrote a email but it wasn't corrected. I later decided to reverse all the incorrect debit orders. They later handed my Account to the debt collectors instead of correcting the fault.

I am very unsatisfied with the assistance that I have been getting today, because there wasn't any assistance at all.

My account was handed over last year and I have been making payments, I phoned Cell C customer care but they said they cannot help me because my account has been handed over, I contacted the people to whom my account was handed over to but according to them my account isn't with them anymore.

I have tried to find out today why my outstanding balance is becoming more on the statements that I am receiving from Cell C themselves, but to no avail.

I have been wasting my time trying to contact them.

Cell C advertises a month-to-month deal which allows you to "cancel anytime" and "subscribe month to month with NO cancellation fees". It is referred to as "no lock in".

This was explained to me as such, and I agreed to the deal. I have another contract which is expiring within a few weeks, and I phoned them to hear if I can switch this contract/number to the same deal.

When accepting the contract, the consultant suddenly mentioned "commitment fees" - the advertisement EXPLICITLY states NO FEES. The consultant just said that the terms has changed and there is fees now. I refused to proceed, but I insisted that if they advertise something, they should stick to the advertisement or stop advertising. A week later, and its still being advertised incorrectly on the website.

In light of this I queried my existing contract - and was informed that, although I was never explained the new terms or agreed to their terms or was even informed of the Fees let alone agreed to it - I am responsible to pay R1900 commitment fees.

I have, over the last week, lodged several complaints to their customer service department. I had one call from a guy telling me that he cannot help me with the complaint, and that I should phone them and ask for a manager.

I've cancelled this service two years ago telephonically and via e-mail to the e-mail address they gave me. I got the proof of the cancellation notice. It were debited monthly by Cell C with a debit order that were cancelled from Cell C's side. Apparently I owe Cell C money and are now hand over. I contacted Cell C many times to resolve this and lodge a case with the legal department, but did not hear anything from anyone. When I called again, they told me the case is closed, but there is a company still calling me for the outstanding amount. This is getting ridiculous now and very bad service. If not resolved during the next two weeks I'm going to take further steps, because I can not go on like this.

Someone opened an account using my identity and I've been debited 3 times now.

I filed a fraud claim with Cell C on 1 August and provided all the required supporting documentation. I have been reversing the debits via my bank debit dispute channel.

The only feedback from cell c is a case number, nothing else, and I am still being debited. I called the fraud department (this is already a mission because you can only call the call center and it takes at lease 5 calls to get through to the right department. I tried to enquire if I cancel the account and Bongiwe Mede in Fraud department told I can - but when I phone Accounts department - they say since I won't be able to answer the security questions correctly - so I can't even try this route. I phone Retention department and they say no - can't cancel contract because it's still being investigated. In the mean time - I'm paying the charges of the unpaid debits and the reversal and my credit score is decreasing. The fraud department's manager Mthokozisi Ngobese was supposed to phone me back yesterday,... I'm still waiting

[08/20, 22:46] Pravesh: Dear Magdalena, I am quite disappointed  at the time it has taken to resolve my matter. I have came so many times to resolve the issue.  You said you are on it. Your staff can attest to it. I want this to be resolved as soon as possible.  Can you said me the paid up letter ? 

Regards, 

Mrs I. Singh

[08/21, 22:05] Pravesh: Dear Magdalene,

It will much appreciated if you can send me the paid up letter by the end of the day.

Regards,

Ishara Singh

Why is no one has got back to me.

The store manager , Magdelene Pillay, at your Gateway Store is very nonchalant and she cannot perform her responsibility. She called my husband and I liars and she failed on numerous occasions to resolved my matter at hand. We would like to hold a grievance hearing against her.

I had canceled my cell contract with your guys and we paid up the balance owed to Cell C. We have noticed I am getting numerous emails from CSS SOLUTIONS saying that I owe you a balance. Also they listed me on the credit bureau. I mentioned to Mrs Pillay the urgency of the matter that my family and I are financially emigrating and this is holding us bank.

This is ongoing for months this matter is not resolved. I cannot understand how cell c operates. How Cell c failed

I sent many emails to cell c:

I wrote to Helo Peter, yet no response from Cell C.

Liaising with Mrs Pillay at your Gateway Store is frustrating. She is incompetent.

There's no one in a senior position who I can get hold of to lodge a complaint.

Attempting to contacting your customer services is a waste of time.

It will be much appreciated if my matter can be resolved. The cell c contract number in question is [protected]. My ID [protected], email [protected]@gmail.com and contact no [protected].

Regards,

Mrs I. Singh

I have taken out a Cell C LTE on a month-to-month basis, because we were recently relocated from Gauteng to Durban and was still in the process of settling into a permanent residence on which we then will look at a permanent contract with fibre installation. I called customer care on the 24 August 2022 to cancel my LTE service only to find out that my month to month was now a 24-month contract. How can a contract be forced on a client without my written or verbal consent. Due to this, the lady told me she cannot cancel the contracted as I need to pay R4000.00 + before she can cancel the contract. How can I pay for a service that I did not request and will not use in the future. I do not even have a router from Cell C.

You can send your response to [protected]

I paid my contract in full on 11 December 2021 and switched to prepaid.

I migrated from cell c on 11 January 2022.

I am now being harassed daily by attorneys for an "outstanding amount" but there is no service that I used from cell c since I cancelled my contract on 11 December 2021. I only bought prepaid airtime and data.

This is my first formal complaint that I am lodging as part of the process of taking this to the ombudsman.

5 follow ups to you and still no feedback!

Once again the complete lack of service from CellC's call centre management is astonishing!

I called in yesterday around 4pm to query my Connecta contract and why I cannot make use of my anytime data. The 1st agent advised me that the sim needs to be used in a router and cannot be used in any other device.

I took this contract out months ago and at the time of the sale, the agent (Keegan) confirmed that the sim can be used on ANY device. I have been paying for months for data that I have been unable to use! This is the reason I want to cancel this package. I was then transferred to the cancellations department where the lady told me that she can cancel my contract but there was a fee to be paid. When I was sold this contract, it was sold as a month to month sim only package and Keegan confirmed more than once (as this was a huge concern for me) that I could cancel at anytime with NO PENALTY FEES. It is a sim card only afterall, there is no device attached. She went on to tell me that the T's and C's were changed in February and notification was sent to the affected clients. I RECEIVED NO SUCH NOTIFICATION. She was unable to send me the confirmation of the notification being sent to me and said a manager will do so.

I asked to speak to a manager on duty and was told NO, it is not possible to speak to a manager. PLEASE TELL ME HOW IS IT POSSIBLE TO NOT HAVE A MANAGER/SUPERVISOR THAT TAKES CALLS IN A CALL CENTRE? This is not the first time I was refused being transferred to someone senior. After much debate, she advised a manager would call me before EOB the same day, which was confirm to be before 6pm, 17 August 2022. The manager by the name of Dineo Selebi was supposed to call me. I still have not received a phone call, email, sms, pigeon, snail mail, crow...0 ATTEMPTS TO CONTACT ME HAVE BEEN MADE!

This is not the first time I have been told a manager would call me and nothing happened!

1. I was promised that I would get an email from Keegan after we ended the call with all his details and the package...nothing was ever received. So I ultimately do not have the initial contract to view the T's & C's, what I accepted on the call is my binding contract.

2. I never received any notification of updated T's and C's to my contract.

I cannot begin to explain the frustration I am feeling as I am having to send this lengthy email just because I cannot speak to anyone who can help!

Surely this is not treating the customer fairly?

Per YOUR TCF Policy;

- Outcome 3: Customers are given clear information and are kept appropriately informed before, during and after the time of contracting. - Promotion and marketing: Products are marketed to specific target groups, through clear and fair communications that are not misleading and are appropriate to the target group.

- Outcome 5: Customers are provided with products that perform as providers have led them to expect, and the associated service is both of an acceptable standard and what they have been led to expect - Point-of-sale: To provide clear and fair information to enable customers to make informed decisions about transacting with Worldwide Advisory Services (Pty) Ltd, our products and services. Product risks, commitments, limitations and charges must be transparent.

- Outcome 6: Customers do not face unreasonable post-sale barriers to change products, switch providers, submit a claim or make a complaint. - Information after point-of-sale: To provide customers with ongoing relevant information to enable them to monitor whether the product or service continues to meet their needs and expectations, and provide acceptable levels of service for post-sale transactions or enquiries. Complaints and claims handling: To honour representations, assurances and promises that lead to legitimate customer expectations. Legitimate expectations must not be frustrated by unreasonable post-sale barriers. There is a requirement for fair and consistent handling of claims and a mechanism to deal with complaints in a timely and fair manner

I would like the following information;

1. Call recording of the sale on the connecta package.

2. Proof of the communication sent to me for the updates.

3. How are T's & C's updated and I am not given the opportunity to accept or refuse them after I already accepted a specific set of T's and C's. If I have to accept the initial T's and C's upon signing up (as the sale cannot be concluded without acceptance), how can it then be updated without my consent? I did not give consent to be locked into a 24 month contract when I explicitly did not want this and confirmed multiple times on the sale call.

Since end of july 2022 I tired to move one of my contracts to my wife's name (for business reasons), this was done at last on 09 august 2022 after I complained on hello peter.

Thabisile ngcobo (social media department) informed me that all is sorted.

Today my debit order went off still for both contracts, but I only have one contract under my name.

But my wife was not debited for her amount.

Yet again the issue was not sorted out.

Called cell c customer care and they just said they can not help me.

So I will reverse the payment and not pay my account until cell c have fixed this issue.

Why do you even have a customer care department?

I will not pay for poor service again.

Such poor service yet again.

Cell c you are loosing customers with this type of poor service.

your sales assistant gave me a contract i didnt order, what is worse is that i keep being transfered to the deliveries to return the package but its been 2 weeks i am just transfered and on the call from 8.00 am to 17.00 till they close.

everyday i am on the phone and getting no satisfaction

n sejake

[protected]

i didnt apply for this

My phone was stolen a week ago .I phoned to have my number blacklisted up until now and many many phone calls I still have not received just a itc/ blacklist number. My insurance company allows me only 7days to claim for my phone and now 7days have passed and still waiting . I am beyond frustrated and very disappointed. Now I can not claim from my Personal insurance for my stolen phone Just because You can not supply me with a itc number. I do not think this is fair .

I have two contract with Cell c untill June I was paying R712. 00 for two contract, then end of July they debited R1983. 00 even now I called to ask because I see there is no debit order being processed but I left the money for the contract which is R712. 00 so can I get help to cancel the other amount that I don't know off I can't be paying R1983. 00 for contract of R278 plus R400. 8m not happy at all.

Cell C insurance department is useless, I have a current claim since 3rd August lost my phone l went to Cell c Boulders to blacklist my device but the system did give them an option to block it same time they said l must wait for 2 more working days for them to escalate. Days flew to no avail only got the ITC number on the 12th of August sent all my documents to the claiming device insuarance they said l must write them a motivation letter why l blacklisted the device late while they are the one who took time to blacklist it ,l did write the letter they wanted

and they still can't resolve my claim, they keep on saying that the claim is under review, lt take 7-14 day they will send me an email until today l been waiting l havent receive any feedback .After numerous calls the claim is still pending. It is so frustrating that you pay insurance every month on a cell phone and then when it comes to claiming it takes forever just to get another device.

Immediate cancelation for [protected].

Contact [protected] before 9:30 AM weekday after 6:30 PM or email [protected]@gmail.com

Attempted calling to cancel and going into store for 2 months now.

Cell C Case Number:[protected]

Please see correspondence to Customer Services setting out the complaint with dates and times.

In short, on the one hand I am expected to pay for a full month for cancelled contracts despite one number being permanently deactivated (Which I specifically requested not to deactivate) shortly after date of cancellation.

The failure by Customer Services to address requests for clarification and furnishing me with the requested information.

URGENT 15.8.22.

Good day.

This matter is not resolved.

Please see my letter of 10 August 2022 hereunder, specifically the following request to which you have not replied:

“In view of the above please furnish me, as a matter of urgency, with the following:

1. A statement of account to date in respect of the above accounts reflecting any alleged amounts due in respect of the paid up handsets and “benefits”;

2. Your legal justification for debiting my account for a cancelled account and a permanently deactivated account.”

I expect your reply as a matter of urgency!

I have relentlessly been harassed by your Dept Collector. The last message was received today.

Please reply as a matter of urgency.

Urgent Message: Dear LOUIS BENJAMIN VENTER, a payment of R100.00 on your Cell C acc must be paid by no later than 31 Aug 2022 to avoid a negative credit profile against your name .VVM Debt Collectors [protected],Ref:[protected].

Kindy contact you Debt Collector and instruct them to stop harassing me.

Yet again I reserve all my rights.

Good day.

Please note that the contracts in respect of the above numbers were cancelled effective 13 July 2022.

I was advised that the last payment in respect of the accounts were end June 2022.

On or about 1 August 2022 I noticed the debit orders in respect of the accounts were debited to my account. I reversed the debit order in respect of [protected] as no payment was due.

In respect of [protected] I could not reverse the debit order as it includes payment for an active contract and the effort to contact you to rectify the was just to much effort.

Today I was contacted by a Debt Collector stating that the amount of R521.82 was due to you.

Upon contacting you accounts department I was advised that the deduction was made because I received the “benefits” of the account for the month of August 2022.

Please note that the agreement between us came to an end on 13 July 2022 ending any and all right and obligations between us.

At most, if anything , you were entitled to debit me up to 13 July 2022, and only for “benefits” as after the said date as the handsets were paid in full.

Further more [protected], despite my request not to, was permanently deactivated during July 2022, prior to 31 July 2022.

In view of the above please furnish me, as a matter of urgency, with the following:

3. A statement of account to date in respect of the above accounts reflecting any alleged amounts due in respect of the paid up handsets and “benefits”;

4. Your legal justification for debiting my account for a cancelled account and a permanently deactivated account.

Please take note that I reserve all my rights in this regard.