Cell C
Reviews and Complaints

08 Jul 2021, 10:39
CellC plays mind games... to kill you financially
All my CellC accounts are on Debit order and have been for years. CellC clearly did something on their side and the Fibre payments were not debited off my bank account, it seems for months. Now suddenly CellC hits me with a R3, 596.00 bill that I must pay once off! I don't have a JOB and haven't had one since 2016 after a bike accident. I DONT have that money to pay and it's going to keep on growing! So THIS is what CellC does when they are financially strapped... they ignore debit orders from your account for months and then once it's a proper couple of thousand outstanding, then they take you to court for more money...! Right? FYI: Never ever at any time did I get any notification either via email, SMS or phone call from CellC saying that the debit orders for Fibre did not go off/received. I already brought this to their attention last month (15th Jun 2021), but once again staff at CellC doesn't bother to reply to your emails or even give you a call. Scaly much?!

09 Jul 2021, 09:06
It's the next morning now, and still, no one has been in contact with me, to resolve this, from CellC.

09 Jul 2021, 14:55
I just now (14:38) received a phone call from a lady called Ms Ntombi Koza (not sure about spelling), basically telling me that it's my own problem if I don't have the money to pay the full outstanding amount!
I told her that I want to speak to someone more superior and she advised me that this wouldn't change the fact that the money is outstanding.
AGAIN I say... It's a DEBIT order that CellC put into place and NOT my responsibility to make sure they do the DEBIT order deductions each month.
Now CellC slaps me in the face by telling a salesperson from CellC to call me, to tell me that it's too bad that this money is outstanding!
CellC has no morals, clearly.

I'm sick and tired of CellC doing as they please...

I have proof of everything I state here.

Good Morning

I have lost my phone on the 27Jun 2021, I have phoned cell c help to blacklist the phone, they asked me questions then I failed the questionnaire. They told me to phone again and try to remember I told the lady that I cannot recall when last I recharged airtime and the method I used to recharge as the phone was used by son most of the time for games and we normally using wifi at home so we were not loading any data, So the lady told me to go to the store they will be able to help me there, I did visit the hemmiways cellc store on the 29 Jun 2021 I was given a form to fill it in and they asked for the box of the phone I gave them everything they asked. They told me it takes 48 to 72Hrs to be finalised. On Sunday the 4th of July I visited the store again to check the process, I was told it is not done, and if I cannot answer the questions correctly theres nothing they can do, I ask the lady that can't they ask any further questions they say no. I told them I want to claim frm Insurance and the time is running out. I left the store without any help. I phoned the store again on Wednesday A guy with the name Lutho tried to help he told to phone again cause on the system it shows that it is not done he is going to do a follow up . I phoned again he told that they saying my ID is not clear and one number from MIE so I did sent the ID COPY, DRIVES LICENSE and the MIE number. They have been quiet since then. My worry is I am running out of time

I will continue to complain through every channel I possibly can until my issue is resolved. I will also continue to NOT RECOMMEND CellC to everybody I come across.

My frustrations with Cell C stems from the 18th of June 2021 where I decided to upgrade from my iPhone 11 to the iPhone 12 Pro. I confirmed stock with the consultant Thulisile Radebe who either lied about availability to get me to sign so she can meet target or didn't know about the stock at all… I went ahead and placed my order and the consultant advised it would be 5-7 working days before I get my new phone.

After allowing said period to pass, I called the Cell C Direct dept and got told the phone is out of stock and they cannot advise when it will be available. I called again a day or two later and got told it was in stock and will be dispatched the following day… this went on until the 28th of June when I decided to go to a branch and upgrade there only to be told that Cell C direct has blocked me from upgrading in store. I've been struggling for 10 working days to cancel this upgrade and get a phone through the outlet near me but they seem to have no way of canceling an upgrade order.

I called today and got told that stock is coming next week. There is clearly no stock of the phone and they continue to sign people up knowing that they don't have stock.

CellC is sub par as far as customer service is concerned and complaints department is also non existent.

0/10 - Do not make use of them.

Good day

I would like to file a complaint with regards to the contract (data) I had with cell c
Late last year, which was about 3months before my data contract had to come to an end, a cell c consultant called me to offer me a new parckage of which I agreed, I so then asked her when the new package would start as I will not be able to pay 2 contracts at the same time, she specified that the new package would start when my current contract comes to an end in january. The next day I called in to let them know not to go ahead with the new contract and they called me a week later confirming that the upgrade has been cancelled, that is when the problem started
The very next month I was loaded with less data that was actually not on my parkage and not even what we agreed to with regards to the new contract.
I was charged more than double the montly installements, my debit orders started bouncing month in and month out, I called in a lot of times and no one managed to help me with the situation to my setisfaction. My name has been handed over by cell c. I am now getting calls saying am owing more than r3000 to cell c of which I think it is very unfair

My number is [protected]

Good Day

I have a list of case numbers for trying to get Cell C's [censored] of lies about contacting me within 24 - 48 hours, I took a new contract will Cell C for a data contract, cancelled it 2 days after receiving the device, Cell C then collected thee device from me and promises highly that the contract will be cancelled "and is escalated"

I have been debited twice after the cancellation...
Below is a list of case numbers for every email and I have a call log of almost 6 hours to Cell C and still not solved.

[protected] - 7 July
[protected] - 7 July
[protected] - 7 July
[protected] - 6 July
[protected] - 6 July
[protected] - 5 July
[protected] - 1 July
[protected] - 30 Jun
[protected] - 24 May
[protected] - 12 May
[protected] - 5 May
[protected] - 3 May
[protected] - 3 May
[protected] - 30 April
[protected] - 27 April
[protected] - 27 April
[protected] - 26 April
[protected] - 26 April / 18 April
[protected] - 23 April
[protected] - 20 April
[protected] - 18 April

On the 30th of April a sales agent called me about a promotion that offered an A52 and an additional A12 for an extra R100 per month. I got the A12 but have not received the A52. At the time the A52 was not available at head office and head office would dispatch the A12 to me and later when they have stock the A52, three days later I received the A12. After waiting for 6 weeks with nothing forthcoming, I called customer care to enquire about the A52. To my dismay when I called cell c, they told me that my upgrade was just to the A12 and that there was no A52 in the records. I then called Cell C customer service on the 17th of June to find out how I can escalate the matter and the agent opened up a case for me and allocated me a case number which she mentioned I should use as a reference when I call cell c in about three days time. I received an email indicating that I should actually obtain a court order to retrieve the telephonic recording of the conversation between me and the sales agent from head office which I had requested. I received further sms's indicating to me that I am due for an upgrade which when I enquired telephonically was told that the A12 was in fact the upgrade. On the 8th of July I contacted customer service again to enquire about the outcome of the case and I was thrown from every department that cell c owns with the above recording as an example of a recording from my phone due to the underhanded experience and treatment from cell c. I am told that the case has been cancelled but I received no communications from cell c to the above. So how can a case be cancelled when the person who requested for the case to be escalated was not contacted and that's me

In Dec 2020 I got a deduction from my bank account linked to cell c I went into the cell c shop in Paarl mall and told them I do not have an accountant never had any dealings with Cell C. I was told that I should get an affidavit and copy of my bank statement showing the deduction. This was sent to the fraud department who has never contacted me. I have countless times contacted customer care who refers me back to the store who in returns refers me back to the customer care line. This is very pathetic of a well known service provider. If I call the customer care line they drop the call this contract is affecting my bureau and is not getting resolved by Cell C. How do I get this resolved and Cell C needs to a dress this or I will take up with Ombud! Poor service! Worst customer care services ever!

date of incident is today, i was trying to close my contract but the consultant acted like she did not hear me.
i called three times i asked for them to transfer me to retentions
but the still insisted on doing the security question while i already went thru that process. its like they dont want to assist me. thats why im cancelling my contract anyway because i dont get any help.
i request my contract to be closed when it finishes.
my cellphone number is [protected]

good day . my name is Thato Malunga [protected]. i am Cellc client for many years. i received a call for an upgrade . my phone was due for an upgrade in August 2021. June 2021 i received a call to upgrade which i did . upon sales i was told first premium will only be end of October when 1st contract ends and in 30 days i can call to add insurance if i still want. Today i realised insurance was added and debit order will be 30 July for R125 which to my surprise i have no idea why and why is insurance not going on with date of continuing contract. i called cell c this morning from 9:15am until now 10:44 been on the phone . i was been transferred from customer service, insurance, upgrade, accounts and no one knows who and why my dates were changed . to my surprise the debit order for the upgrade and insurance will not be in October 2021 but now in July . if i knew i would have not taken this phone. Now i wanted to cancel because its not my fault that agents were incompetent i am told because phone is opened i missed cooling off period . Im so furious and in tears because no one can assist me, no one knows my debit date for upgrade instead i get rude consultants . I AM FEDUP AND I DONT WANT CELL PHONE ANYMORE ...because clearly we are being played and fooled and lied to.. i even told Cellc i will take it upon myself to take this up with the ombudsmen because clearly cell c lies to their people so they can take up their products and guess what 1 agent just said ok ..i asked to speak to managers instead rudely soo i am told i wont get help ..i DON NOT WANT THIS PHONE ANYMORE and i am going to port this number as i want nothing to do with cell c

Cancelled contract in March already and Cell C every single month keeps debiting my account and I can't get them to stop no matter what I do!

I entered into contract with Cell C for home fibre in 2019 and was quoted R699, which I have been paying ever since. I received a statement in May 2021 with a subsequent debit order deduction of R949
When I called Cell C I was told that the service provider in my estate changed from SADV to VUMATEL thus the increase in subscription.
I would like clarity on the legality of such a change without my consent.
If service providers changed should I not have been given the option of cancelling or renewing?
I take exceptional to this unilateral decision taken by CELL C and will certainly register my complaint with the office of the Consumer Protector and Ombudsman

Account Number. ;
[protected]
Identity number; [protected]
Name ; Jonathan J Williams
Contact numbers ; [protected]. / [protected]

E-mails from myself sent to Cell C respectively 23/6/21 and today 30/6/21 which is self-explanatory.

23 June 2021

Goodday,

I phoned cell c on 17 May 2021 to do an upgrade on my contract. They informed me they have some issues at the retention dept and would come back to me the following day.

Needless to say, no one contacted me back. I then phoned again on 19 May, same story. From there I phoned everyday, and everyday they told me there was a technical problem with my scoring, each time promising to come back to me and nothing happened. Some of your consultants were extremely rude and even hung up on me. I finally got a consultant who did the upgrade and actually contacted me back on 27 May confirming my upgrade was done and that I will be receiving my phone within 14 work days, as it has to be ordered. I upgraded to a Samsung A52, blue, dual sim.

I phoned again a week later to follow-up, and the consultant told me they received stock that day and that I will be getting my device the next week. Nothing happened.

On 2 June I had to phone again, as my debit order for the said number was not deducted. The consultant looked into it and told me that they would do the debit order by the following day. Nothing happened. I then had to phone AGAIN just to hear that the consultant who did my upgrade changed my payment option to cash, without my permission or even consulting me. My other contract's debit order went through, just not the one I did the upgrade on. I've NEVER paid my contract in cash, it has ALWAYS been by debit order. So I had to do an EFT, and apparently he changed it back to debit order, with my banking details I had to give again, but I will have to make an EFT payment again end of June, as the debit order will only be processed end of July? I have never made a debit order agreement and had to wait two months for it to be processed. So even my payment method is messed up.

I followed up again after a week for my device, and then the consultant told me there is no stock, but it should arrive the following week. Long story short, I phoned AGAIN today, after receiving a missed call, just to hear AGAIN that there is no stock. How can you advertise a device in consecutive catalogues while not having stock? Almost a month later, I still don't have my phone.

I have never received such bad service from cell c until now! Everything is one big mess and disappointment.

I am very disappointed in cell c's customer service and is seriously considering cancelling my contracts, as well as my husband's and convincing all family and friends to do the same. It is no wonder that everyone I speak to has nothing good to say about cell c.

Now we are likely to face another lockdown, so then there will be a new excuse for you for me not getting my device!

I really hope this will be resolved asap.

30 June 2021

Goodday,

I had to phone AGAIN today, as I never received a response on my e-mail sent. Just to hear that I will MAYBE get my new phone by the end of July/August, after my upgrade was already done 27 May.

But still the Samsung A52 is advertised in your catalogue, thus you are advertising and stelling stock that don't exist.

I am really starting to understand more and more why Cell c is on the verge of bankrupcy. No service, no customer etiquette, no extra mile for longstanding customers, nothing.

Now your consultant advised I should go to a store (that is nowhere near Modimolle) and get the phone from a store that has stock. How can a store have stock but I can't get stock from you online?

Very bad service, I am really disgusted.

The worse company by far i have ever had to deal with . my name is nkala cathrine kadiaka i have been calling cell c for alomost 3 weeks wanting a pais upletter and complaining to halo peter 3 times but i still dont have the paid up letter, the service at cell c is so disgusting is unbelievable my number is [protected]. what willit take for me to receive a simple paid up letter.bad service there is unbelievable that is y i cancelled my contract

I purchased a 1.2 MB data pachage and received 350 mb free data to be used within 60 min. I down loaded yet the data come off my 1.2 pachage instead of the 350 and after 1 hour it was removed so in otherwords I did not get anything for free

hi my name is Elisio Davids i I'm under debt review ID [protected] ive been trying to get my refund back that was over paid by my debt counsellors i requested a paid up letter and found that the account was over paid i have send emails call still awaiting my refund the time cellc informed us that the money will be refunded within 10 working days and that was told to me in May when i found out about the money that was over paid .

I'm deeply disappointed in cell c and their stupid security check. I mean why in the first place should we rica if you guys won't even use it to do security checks? Why can't our ID and proof of residence not be enough and to top that you guys say I should go to your store but in kathu there's no store haibo and to think I ported my number from Mtn for this nonsense.

CellC you're making my life so difficult, I had a contract with you which ended in 2018 and it reappeared early this year reflecting and amout of R49pm totalling to R392.I made an enquiry regarding this as i did not renewed my contract whenit ended in 2018 and I was told it was because i did not proper cancelled it.Then I decided to pay this amount even though I wasn't happy with paying for something I never used nor renewed it as i was in the process of buying a house and that was on 29/04/21 and I foned to proper cancel it and it was successfully cancelled then. I also requested to have my name removed from ITC and give me a paid up letter but up until now nothing has been done instead I am still getting invoices even after payment and cancelled.

Please resolve this ASAP as this affect my credit status badly as bad payer.my details are as follows:

My name is Phumlani E.Nkosi, ID no.[protected], old contract no.[protected] and contract account [protected], email address Phumlani.[protected]@gmail.com

Regards
Unhappy customer

I phoned Cell C customer service to receive end of contract date I was inform by the operator that apparently a week before my call the data contract was upgraded by which I personally did not receive a call, nor any email for upgrade and no contract. I have never discussed or agree to any contract upgrade within call centres in mylife, I only work with walk in shops. I registered a fraud case and mailed it with all required documentation, NO response or feedback for more than 20 days later. I will not accept invoices other than my original agrrement nor pay for hardware and data I did not accept or received.

I mostly work outside the country.
I require international roaming for various reasons
I have always had international roaming activated on my phone.
While i was in SA recently my international roaming was deactivated with no request from my part
I tried reactivated it by calling the number provided on the notification SMS.
The agent read all terms and conditions (10Minutes on the phone)
The agent failed to activate and roaming could not be activated as there was an error that went above his competency level to fix
I called the next day to figure out if they sorted the problem only to be treated like a first time customer and they wanted to read all the terms and conditions. Eventually they reconnected my international roaming.
The very next morning my roaming was once again deactivated
I called the relevant number to query the problem only to be treated again like a first time customer. They could not reactivate my roaming due to an error.
I went to the Cell C shop in Riverside Mall Nelspruit for assistance but they only call the call centre and then put me on the line...only to be treated like a first time customer again.
I lost my coll and walked out
I am now out the country without roaming and cell C wants me to call Customer Care on +2784 135 to be assisted with activating international roaming. I dont have roaming so I cant call !

I had a contract with cell c I couldnt pay because I was no longer working, I did pay up the account but still I cant use the phone.