Cell C
Reviews and Complaints

two weeks ago I created a case with Cell C Exclusive helpdesk as i am an exclusive client.

my direct nr is [protected]. i have 6 lines under my name. the numbers in question are: [protected] and [protected]. My April statement reflected that pinnacle 2G for R90-00 and R155-65 has been billed for both lines. this is not what i have requested and would like to down grade [protected] to the lowest package and on [protected] reduce to pinnacle 1G.

on my line which a case was not opened i would like to upgrade to a package where i get more minutes (airtimes) as the package i have currently is not working for me.

also in the past everything was done telephonically, now a days majority of the cases booked are done electronically via email, and i am sorry to say but CELL C's service where emails are concerned is unprofessional and pathetic!

two months ago one of my contract lines was due for an upgrade, the response was just so poor why, because everything is done via email which your consultants dont know or not willing to assist or respond!

i have been a Cell C customer for more than 20 years and i am sorry to say that as time passes your services are busy deteriorating and i am on the verge for cancelling my contracts and going to another service provider who can provide professional services.,

now i wonder how long will i wait before i receive a response on the complaint?

very dissatisfied customer

In 2018 i took a contract cellphone from cell c which i had to pay for 24 months.and i did pay,after honoring the contract cell c was still taking money from my account and i had to reverse everytime they did so.few days ago i found out i was blacklisted by cell c even after fully paying my cellphone...

Hi

I have problems with making a swim swap, I'm an university student, I've been with cell c for years using one number and now on Thursday my Sim card got damaged, it not detected even when I try putting it to another device. I've requested a sim swap even went to cell store and they told me to call customer care cause the sim is not registered on my name, I bought sim card in the local store years back. I can't lose this number cause it's registered in so many things. I didn't know that it is wrong to buy a sim card in local stores, I thought because it's cell c I guess it's okay. I believe that cell can do something to help me out cause I really can't loose that number. Please kindly assist a student in need. This is so stressing , I've tried my best I don't know what to do now.

I have been a client of Cell C for many years and its really disappointing to hear that you have taken away some key products that are of value.

I am on a contract that is going to end next month and I would like the option to keep my device and have a package only with Cell C, however now I’m completely reconsidering remaining with Cell C… These are the reasons:

1. Your website is not updated with the latest changes…I have been enquiring with your sales and retentions teams about a ‘month to month’ option which is clearly still on your website, but which I believe does no longer exist.. Why then do you still have it advertised on your website?

2. Why are you trying to lock customers into a 24 month contract if they do not want that option? I want the option to be able to be flexible so that in 6 months time if I want a new device I can simply just cancel the month to month and then take on another 24 month contract.

This is highly disappointing that I have to send an email to complain about this. I have never had any issues with Cell C but the fact that Im now being pushed into a corner I am seriously reconsidering extending my contract.

It would be amazing if this email gets to the right people to look into this issue.

Upgraded my cell with cell c bayside mall, I took an additional data sim with the new upgrade but the sim does not work, I have been back to the cell c store in bayside mall 4 times already with nothing resolved, the staff is extremely rude especially the store manager carl and his consultant monique, the refuse to assist and only argues the fact that the 2nd sim card they provided me with was inserted before the time and therefore is not working, the consultant bianca did inform me that I must wait 4 hours but not why so I inserted the card once I got home, I was under the impression the 4 hours wait was to see if it works?

I returned to the store last night 19/05/2022 to collect the new sim card and was confronted by the consultant called monique (she refused to give me her last name) as she feels she has the right to verbally attack a client and accuse me of being a lier?

You have children running your bayside mall store and busy alienating the customers, I have 3 cell c contracts and my fiber contract is with you, as the contracts comes up for renewal I will most definitely not be using cell c again and will be moving to a deferent provider purely because of the fact that they can and will not sort out my issue with the data sim still not working and their very poor customer service and very bad attitudes.

The staff is also not complying to covid regulations as you can walk in to the store at any given time and not one staff member is wearing a mask, I will be lodging a complaint at the western cape gov today.

I went to a cell c shop today to upgrade on of my three contracts only to be told I was already on a contract for that number (Kicked in last month). I remember receiving a call from cell c regarding this contract expiring and asked if I wanted to upgrade. I wasn't ready to upgrade and was offered a sim only deal to which I agreed, because sim only deals you can upgrade at any time right. Apparently not anymore. If I want to cancel this sim only contract I have to pay the full commitment.

I phoned cell c customer care, to ask for the recording but was transferred to the upgrades department.

the upgrades department said the same as the shop. "you cant upgrade because you have 24 months on this contract". I ask for the recording, but upgrades tell me they cant request recordings, I have to speak to Customer care. I get transferred again to customer care. after a lengthy explanation, I'm told they cant help me with the recording, only the upgrades department can get me that.

At this point I don't know who to trust or believe.

My husband applied for a new cell c contract. He collected the 2 devices (laptop and router) from Cape Gate Store. When attempting to set up the laptop at home (after it was opened in store but could not be turned on de to Flat battery as indicated by store agent) the laptop setup could not be completed due to fault of some kind. The laptop was returned to store. We requested that the contract be cancelled since we were within the 7 day cooling of period-of which we were told that we could not do. We did not want a faulty device...irrespective of the fault, as we needed to purchase an alternative device that our daughter needed for school. We were told that the device would be collected by Platinum Warranty for assessment. Assessment was completed and it was found that there was a software problem that was fixed. We have subsequently been unsuccessful in getting clarity about the state of affairs, we have no devices, the unhelpful and disintered store manager, has made no attempt to resolve the matter so that as consumers we are informed. I have never experienced such preposterous customer service in my life. We need assistance as we do not wish to held liable for an account, of which we have no devices. It is hampering our ability to purchase a new needed device for our daughter to continue with school, this has been prolonged for 3 weeks now. The matter has claimed to be brought to the attention of the area manager from whom we have seen no attempt to resolve this matter.

Hi ive been trying endlessly to get a paid up letter from cellc. Roughly about two months ago i paid up my account in full the amount was R1233. I immediately phoned and requested a paid up letter. The consultant told me they can not issue me a letter they have to escalate a case and il recieve a response within 24 hours i waited through the entire week and got no response when i phoned back the new consultant told me that the case as expired with no response and all she could do is escalated a new case and wait for a response i waited again and a week passed and when i phoned back they told me this case as expired as well been furious i queried who is the company yourl are escalating me too. The company name and details was given to me so i could contact them whilst a third case was been escalated. When i contacted the company (EDC blake and associates) they told me they dont have any information on my account thats why i was not recieving a paid up letter. Find this information out two months after asking for a paid up later i was furious because i with have never got that answer if i didnt phone the company myself. Contacted cellc back and still havent recieved my letter up till now. Requested to speak to a manager and was placed on hold for nearly twenty minutes before the call been cut. Absolutely terrible service from cellc and they consultance are no help and niether do they no the proceedures all they do is continuously place you on all whilst they find out what to do. I need my letter urgently with of never taken a contract with cellc if i knew the service delivery was this bad very very disappointing from a brand this big. Cellc please fix this asap

Good day

Ive had a contract with CellC for many years with no issues. Early this year the package was reduced ( less minutes & data) and we went instore to query this. The consultant took my details and we were advised that they will investigate and get back to us. We advised him that someone needs to get back to us and explain why because we cannot continue paying and receiving less data & minutes as agreed. Whilst we have not received any feedback from Cell C, the account has now been handed overs to lawyers and this is a default payment under my credit profile. I dont want to fight I just want to resolve this matter asap.

Good day,

Please would you ​assess the below and advise if this is in order, I had a Cell C account 8 years ago to which no one reached out to me during that time. I was married and was under the impression per my ex-husband, that he had paid the account, as arranged. I did not know there was an outstanding amount up until this point where ​SSDA are now contacting me, however, this debt would have been prescribed three years after? and If I understand correctly, you are not allowed by law to be contacting me regarding this prescribed debt? Or Did I get the memo wrong?

126B. (1) (a) No person may sell a debt under a credit agreement to which this Act applies and that has been extinguished by prescription under the Prescription Act, 1969 (Act No. 68 of 1969).

(b) No person may continue the collection of, or re-activate a debt under a credit agreement to which this Act applies — (i) which debt has been extinguished by prescription under the Prescription Act, 1969 (Act No. 68 of 1969);

I would be happy to get the Credit Ombud involved in this matter to confirm?

@cellc hi im Muhammad adeel anf im using cellc as your customer now a time my internet is not working since today 2:00 i have many data bundles but its not works properly so just suggest me something or do me favor or set it plz!

Is been a week since I'm waiting for my paid up letter from cell c. I send emails every days no response nothing!

When I call them they take me from one consultant to another...very very bad service

*case number [protected]*

I have been asking cell c to please send me the owing amount to my previous account. Cell C has listed me for an amount of R170 and can not trace where this comes from, I am willing to make payment so that my name is cleared. Please assist to get this cleared. Reference logged [protected]

I have been a Cell C customer for more than 10years, beginning of 2022 my number gets blocked for no apparent reason, I phoned customer care and was advised to do a sim swop, I did that, still blocked, I phoned again and a different agent at customer care tells me that the sim swop was not needed, all that should be done is for the phone to be unblocked from Cell C side, and that someone will contact me on my alternative number, its been weeks now no one has contacted me, due to my inconvenience and desperation I have made several follow ups, and not getting any joy or feedback, this has been ongoing since 22 March 22, so its been almost two months of this major inconvenience.

The reference number is 81f885.

Please advise

Good day

Today I come bearing a good review, id like to give credit to Monica Masia from the Cell C porting department she is the heart of that department

My number was ported in fraudulently and after speaking to 3 different agents who failed to assist I got to her and she escalated my case, she even did follow up on my case and assured me very well and I finally got my number back to my service provider.

She deserves to stay in that department and even deserves leadership position innthat department.

Thank you cell c because of her I an even considerig gettinh a cell c number she provides the best customer service.

Kind regards

Happy Customer

On the 04.04.22 I send my phone to cell c mall in Somerset because it just went blank and i was not able to charged it so my phone was booked for repairs but it never came back till today.

My conctact number is [protected].

kind regards

Bongiwe Zingela.

In Sep 2021 I logged a query due to poor signal. There was a lot of back and forth between me an "customer service" reps, some suggesting that my contract number be moved to roam on MTN, others suggesting that technicians come to my place of residence to test the signal, not of which ever happened, no matter how many times my case was "escalated". Eventually I just never heard back from anyone.

In the beginning of May 2022 I decided to again take up the issue with CellC. I logged a query, just like before, and was told that a case will be logged with technical dept, just like before. A couple of days later, I received a call from technical, asking whether my issue has been resolved and whether I can connect to the internet. I informed the person that I never said my issue was with internet connectivity but rather with the network itself as the main issue is calls. The person informed me that he does not specialize in calls, and that a new query needs to be logged with the calls dept. Two days ago, I was again phoned by a "technician" who asked whether I am now able to make and receive calls...again I had to explain that the issue is not whether it is working or not, but rather the quality of signal. The guy promised to phone me back in 5 min, but never did. Today, again, I received a call asking whether I am able to connect to the internet. While busy explaining that the issue is not internet itself but rather the network as a whole, the line got cut, as it usually does, and the person did not even bother to phone back.

This complaint is a last ditch effort to get CellC to provide the service I am paying for. The next logical step will be to take this case to the ombudsman.

In December 2021 I was sold data cards which I was informed was on a month to month contract. Cell C representatives are deliberately ignoring my requests for proof that I agreed to their contract length claiming I should pay early cancellation fees. I requested a supervisor or manager contact me and no call back.

Hello

Miss Anthea Pringle Florence

Now you do not respond.

I sent you screenshots of the ITC saying that the Cellc account has not been paid at all. - see attachments..!

Please I want this to be sorted out as I cannot open any account due to that.

Please mail me a letter or an statement where it shows that the account is R0.00 or that the account is closed and settled.

If you cannot help please a a Name and email address!

Thanking You

Anthea