Cell C
Reviews and Complaints

Hi, my name Phathu, i had 3 contracts with Cellc, 1 is full paid on the 1st of this month, now im remaining with 2 Active Contracts, I've been a good customer, never missed a debit order, payments always on time. I'm in the process of deciding which other device to take now that my other contract is ready for upgrade,

Here's my disappointment, I'm on suspension at work for 7 days and I'll be having troubles paying my bills this month end, called Cellc to at least help out and not debit me this month, whatever charge they can start again the next month billing me, but they refuse and told me its too late, i should've told them last month.
Its really disappointing that they'd rather see their customers credit score suffers than working together and keep both of us happy.

I called the call center about 3 times in the past 3 months, looking for a detail statement, they say they mail it to me, but nothing.
Normally data is enough for 1 month, now 10 gig is not, and i want to see what the usage is.

ALSO, double debit order with the same amount.

Call center agent is useless. still dont know why i was debited twice, and no statement.
Also asked for Afrikaans, and still put through to the English one

NOT ON

I've been calling for 3 weeks to get my account updated and my credit report updated and no one has helped. I've been trying io get a loan and the need my credit report updated and they refuse to help me. They did not allocate my payment to my contract and my credit status on experian shows up in arrears. I have been trying to call customer service and I don't get through and when I did get through they just gave me a reference number and did not get back to me. I need a paid up letter allocating my amount so I can finally get that loan I so urgently need. 3 weeks is too long!

[protected] tumelo
Upgraded my device on the 20 may and was told that it will be delivered within 7 days. Up to today I have not received anything. When I first inquired I was told that the was no stock. The agent who assisted me with the upgrade was not honest. She told me that it will be delivered within 7 days. Why did she not say that there was no stock? I waited until I inquired again last week when I was told that they have started with the deliveries and I will receive a call. Up to today I have not received anything. What pisses me off is that they don't give us an update. It is us client who have to call and inquire. I have since requested that the the upgrade be cancelled because it is clear that they are not willing to assist me. All they care about is making sales. Today marks full 47 days and I have not received the device. I will also be cancelling all my contract with cellc.

My contract is on my husband's name. We decided not to upgrade as there were no upgrade options that were to our satisfaction. As the primary contact person, my husband received notification on the 2nd of June from the retentions department via email that the cancellation was going to be implemented on the 30th of June 2020, and that all benefits will be lost from that day forward with the cancellation. We made provision for an alternative month to month contract also on Cell C from the 22nd of June (and paid the overlap as a safety measurement so that I would have coverage in time) on the new monthly contract.
On the 30th of June I emailed a Cell C direct consultant who promised to assist me to port my number and did not receive a response, I followed up on the 1st of July 2020 and did not receive a response, again.
On the 2nd of July (which would have been 30 days, instead of a calendar month, to give Cell C the benefit of the doubt), I emailed the same direct sales consultation, another consultant who assisted with the cancellation and the cancellation contact person and copied my husband in the email to inquire why the cancellation was not carried out and for them to supply feedback as soon as possible and they were all three directly involved with the cancellation process and received no response from any of them. Today I decided to contact them telephonically, I phoned the customer care number and because I have authority on my husband's contract (except to request the actual cancellation) I explained what the problem was, went through a security check and was told that I would be transferred to the cancellation department after a ten minute conversation only to be cut. I phoned in again, only for the same thing to happen to me, again, again after a ten minute conversation. I then tried to phone cancellations direct, and the phone just rang, for more than ten minutes, then I tried the contract number, however there is no cancellation option, just again customer service, which ended up twice in a cut-off conversation so I was not going to take that route again. Lastly I phoned cancellations one more time, and no answer.
I then emailed the three contact people again to say that I am going to report Cell C to every complaints boards, in the hope that they would then act to supply a response and cancel the contract, so here I am, waiting for a response.

I cancelled my contract which was coming to an end on 30 April 2020 with cell c. It was a lot of struggle to finally get hold of cancellation department as lock down had recently started and each time I called, customer care would tell me that they had sent an email to cancellation department to get in touch with me as they are working from home. Finally after many attempts of following their process, I got hold of cancellation department who then assured me that my contract is canceled. After this process, my last debit order date was supposed to be on 15 May 2020 with the amount of R241.00.

On 15 June 2020 Cell c debited my account with the amount of R504.08 unauthorized, I then reversed this amount which cost me R40 for charges as at this point I don't have a contract with them. They went again to debit R504.08 on 25 June 2020. Then I called them on the same day and was told that my account is active. At this point I an confused because cell c told me my account is canceled then they come back again and tell me it's active and they will not cancel it as I am owing them (the money is not cleared), what? I asked the agent to please get the phone recording of my conversation and reverse my money. At this point it seems like it is so impossible to do that, he tells me that he has escalated my query to the relevant department and he gave me a long reference number (only to later find out that number is not even reference) and tell me another reference number will be SMS'd to my alternative number I gave me.

On 26 June 2020 I received a call from cell c only to request my ID number and when I asked the lady about the status of my query she told me that she is going to investigate and will come back to me, just that.

Now yesterday, 02 July 2020 when I followed up customer service told me that on29 June my contract was cancelled effective from 25 July 2020, what? So what happens until then? Are you gonna continue to take my money forcefully? They way she was so rude with no remorse to my situation, she then said call cancellation department as they sent you an sms that you must call them for further details. At this stage I am more confused, what sms? She said an sms was sent to you data number that was forever on the router and that is canceled, how would I see that? she said, well that is your responsibility to insert the sim card to the mobile cell phone device to check sms's, call cancellation because I will not even transfer you, yoh!

I again called cancellation who confirmed what Customer service lady said. They will debit my account again on the 15 July irrespective of the fact that the contract was canceled as per their terms and conditions of the cancellation clause. They told me the call record is still not been sourced, they apologies for the inconvenience. At the moment they cannot do anything for me, I must again call then after receiving statement to query the invoice, this call took an hour to just get this outcome.

This is the worst form of abuse I have ever seen in the entire 38 years of my life. I am financially inconvenienced, calling them drains me emotionally, like I am forced to continuously go back to the abuser. They do not take any responsibility for this mess, clearly someone did not do their job properly and I am being punished for that. I just want my money please.

Date Of Incident : Aug 2019
Client Name : Ms Lungile Mnyandu

In July 2019 I took out a contract with Cell C at the Galleria Branch, with the two agreement numbers : [protected] & [protected].
Account Number : [protected].

I was called by an agent from My Assist in August 2019, who had introduced me to the product she was selling. I informed her that I would need time to speak to my partner who is the payer of this contract before taking any decision. She then proceeded and eventually closing the sale, which after listening to the recording which was provided to us by Moses Mofokeng, it is clear that the sale was a forceful and unlawful one, as the agent doesn't request for the banking details to be debited for these services.

My partner then went to the Galleria branch to speak to the dealer who had sold the contracts to us and never got the help.
He was then left with one option of contacting Cell C's customer care centre and report that the services which were activated on one of the numbers.

He was refered to contact MyAssist directly and never got any lucky from multiple attempts. He then called Cell C again where he was informed that Cell C has no powers of deactivating this service.

The next move was to request for MyAssist's email address in order to cancel the service and unfortunately that email was never responded to.
Monthly debit orders continued going off including this fee, which lead to my partner in taking a decision to revise these payments, since even Cell C and the Quality Assurance personnel couldn't assist in this case and his intention was to cancel this service.

Cell C then took a decision to cancel the agreement/contract and handed over the account to the debt collectors (Blakes and Associates) and was never contacted regarding the contract being cancelled or request for information pertaining to the non payments.

We were extremely shocked when my partner called earlier on the year with regards to the account and was informed that the account had been handed over with a balance of +- R 9 100.
My partner then requested for contact details of the relevant division that handles these cases within Cell C, he was transferred to that division where he spoke to a gentleman who adviced him that nothing can be done but to pay the third party (Blakes and Associates).

Arrangements have been made with the debt collectors. My partner then took the matter to twitter where he was assisted by a gentleman, by the name of Moses Mofokeng, who was really helpful at start. Moses then gathered as much info required in handling such a case. He unfortunately felt that this case was beyond his capacity and would escalate the matter to his supervisor and that was the end of the story between us and Moses.

We have been sending whatsapp messages as this has been the mode of communication between the two of us, to basically request Moses to copy us as he did when he sent a request of a call recording to MyAssist and unfortantely we never heard from him again.

We are pleading with this office to please review the decision taken in this case, as we still find ourselves paying for the full contract (devices and benefits (data and minutes) but not enjoying those benefits, which would sound as clear theft.

I have not provided names as I don't recall the names of the agents who I dealt with, I hope with the contract number, all call records, should still be saved under archieves.

I have given my partner the rights to deal with this matter.

So should you not get hold of me, please contact him on [protected].

Many thanks.

There has been a fraudulent account opened on my name with glocell for a long time now. This company does not answer to calls or emails. And I am sincerely struggling with this company to get my name cleared. I believe my last option is to go the legal route. I cannot get finance on my name due to this account and it is really interrupting my life.

Good day, I upgraded 2 of contracts with you on the 19th of may 2020, today is the 11th june 2020 and still not recieved my new phones. I have been calling cell c about them with no success and on the 7th call I was told that my info has been sent through to management and they would call me back... Today was my tenth call and was again transferred to another department where my call gets cut off...

Good afternoon,

I trust this email finds you well,

I claimed for a new device in early February and the payment was made the end of February, uptil now I still never received my device I've been told in March that the device would be delivered in 7-14 business days after calling almost everyday into the Head office I've been placed on hold everytime I called in there was also a few consultants that put me on hold and then they put the phone down in my face I am truly and utterly upset and discussted in the service I have received I mean I paid the access fee months ago but still no feedback.

Dear Cell C.

I had a contract with you which I canceled and paid it off. Currently, I received a message that I owe cell R99. We have been handed over on the account that was fully paid. We even went to the store to close the account and everything was confirmed.

May you please give me an update as to what that amount is for.

I am Shahieda Khan. I am contracted to a 10 + 10 = 20gig day and data. I have two contracts. One is my cellphone: [protected] of which I get 2gig/month. The other is my WiFi on [protected] on which I receive my 20gig data. It started with me depleting my data a few days short to the end of the month of which I though it is possible as I rendered service to someone else. Then I noticed that I am starting to deplete every month thereafter a few days short but my night time data was ok of which forced me to check and send my emails at midnight. Upgrades were done automatically on the midnight hours.
My eighty year old mother notified me of her data depleting of which never happened in the past. This made me take a closer look at my data depletions. This was two months ago. Last month when my data depleted within two weeks, I ten decided that I must switch off all my background data and turned off my automatic upgrade in order for me to be notified. I downloaded the Cellc App and to my surprise I could not register as I was notified that my [protected] does not belong to Cellc. Only Cellc customers is allowed to register. I then decided to send an email to [protected]@cellc.co.za but my emailed failed to go through. I called 135 and the lady told me that she cannot see where my data has gone because of the fact that I turned off all background data. She also made mention to me that I am supposed to first register my [protected] and then thereafter I can register my [protected] on their Cellc App. This did not make sense to me because when I opened the App my 1994 number appeared on their listing but claimed that it does not belong to Cellc. A friend came along a day later and I asked for a hotspot to check out their App again. How ironic this is that all of a sudden my [protected], registration was accepted.
I actually lodged my complaint to Cellc support on the Twitter account before sending them an email just before my data depleted. On the 20 May 2020 all of my data has depleted. I am not playing or download games or movies.
I never in the past depleted 20gig data in a month and two years ago, I spent more time on the internet than what I am doing since then. My internet was on almost 24/7 due to charging time it had to be switched off. I since changed my pattern by switching off my data in order to get my work done. I have come to notice that there is a great deal of data being depleted when data is switched off. This could not be explained or at least I have not been able to get into my Twitter account to read their explanation. I have asked them to sort it out or else I will be taking this matter to the Ombudsman. The 80 yrs old, Mrs M. Crowe, her number [protected], she is on pay as you go.
I am not able to access any content from my [protected] at this point in time.
My email address hiedacrowe.[protected]@gmail.com.
If I could have your email address I can forward the undelivered email aimed at Cellc support.
Thank you kindly

[protected] I have been paying 2 links [protected] due upgrade on 23 /2020 : [protected] in my own name own bank account due upgrade August and [protected] due uprade 7/7 all through my personal capitec saving account every month with out fail there have always been sufficient funds so want tablet deal applied through cell c direct 1st told approved went through who conversation accept terms condition about can legal upgrade termination date activation blah. Then get call application is fraudulent need to send all my docs lattes pays lip, bank statement proof of res and ID send id get told 3 times it is black and white then get told take photo fron back send again with all other ID PSIRA is work ID and other oginization ID all in clouding my ID number employee number psira Registration number.

Send proof of bank car they send a Link to check on status which bombs out speak to call centre no one interested in helping further treated like and idiot. I can send a year and more proof that I am paying cell cee everu month through the same capitec bank account. No one bother to het back to me worthless idiot that is just taking up time TN a companies call centre. Theo Craven [protected]

I have had night data for the past twenty months which accumulated throughout the months.. whereby I use to buy 1Gig data and receive 2gig night data so I accumulated data which ended up at 101, 283.01. On the 2nd May I tried to use my data but I couldn't so when I checked my balance the data was not there, I called the call center to find out then they told me they can't trace that data meaning I didn't have I explained to them even send them through my balance enquiries of the whole week that proves I had data. I logged compliant but they came back to me that my data expired on the 3rd of May which doesn't make sense as I logged the query on the 2nd of May and the data was already not showing. The other thing is that I have been using that data since 2018 without it expiring and everytime I was doing a balance enquiry there was a expiry date attached but the data never expired... So whats the difference with all the months from 2018 using the data but it never expired... I have been in contact with Cell C for the whole month but I get no feedback actually no joy from feedback as I keep on getting same email saying it expired even after explaining and attaching all the balance enquiries I had from January that showed my balance and expiry datesubut the data never expired... What happened this month.. I don't understand

I'm a cellc customer for approximately 20yrs. My phone was delivered on the 8 May 2020. I activated the phone on the 10th. Since day one I could not hear if someone phoned me and visa versa.

I took the phone to cellc in Zevenwacht Mall on Wednesday the 13th and was told it was an OBF and it has to be sent away for repairs or might ne replaced which take approximately 2 weeks. A brand new phone!? Really? I didn't get to use it. I had to go back home to get the headset and charger because all items has to be sent away.

I bought an anti breaking cover for the screen and was told that they will not replace it, or re-reimburse me IF they replace the phone.

So, you inconvenience ME by giving me a broken phone. I have to drive back and fro living in a COVID 19 world. My screen wont be replaced or reimbursed, which I bought with my money.

How is any of this fair!? What happened to customer service? What happned to considering customer loyalty? Why can my phone not be replaced because if their error!? Why am I being inconvenienced? This is really frustrating and I can not understand why I should carry the burden.

EXTREMELY DISSAPOINTED CUSTOMER (I wish I DID NOT renew my contract).

Marlene

I have a contract with Cell C for a S10, the screen broke, but as I do not have insurance we agreed for Cell C to repair the phone at my own cost, which would be deducted over 2 installments, to the amount of R6400.00. Phone was sent in end of Feb 2020, several calls confirmed they are working on the phone, but no turnaround time was given, I followed up every week, then unfortunately Covid 19 resulted in a lock down, which I totaly understand, but they informed me my phone was discontinued and that parts are not available, this after they took the 1st installment of R3200.00 end of March 2020. After several debates they persuaded me to take a replacement phone (Huawei P30 Pro) and said that my original S10 would be destructed as they are replacing the phone. At first I agreed, but on further thought, it felt like I was being done in, as I still have to pay the full repair amount? When I phoned to clarify this I was told by Pricilla at Cell C Customer Care that Dimakatso did not inform the repairs department to stop with the repair, so, now I have a replacement phone at a cost of R6400.00 and the original phone is fixed, which I can not get back ( this was said about the phone when it was still broken, that they can not send the broken phone back) what is Cell C going to do with MY phone? What if the repair cost was only R2000.00? they can not give me a breakdown of the replacement cost. I have been a loyal customer of Cell C for almost 10 years. Every time we call there is a different person on the line and a different story to be told, this was a really bad experience with the repairs department. I really feel that they should give me the answers that I need. to pay R6400.00 for a replacement just because this was the repair quote. like I said what if the repair quote was only R2000.00?

I applied for the pyment holiday on my cell c contracts as our salarys was cut due to the covid 19 pandemic and now we are working with out pay until further notice. I sent a letter from my work and payslips and all required documents through to cell c and the only reply that I receive is that they will contact me within 24/48 hours its now been more than 3 weeks and still havent got any service or reply from cell c. I have kept all my emails to them as I have sent through all paper work every second day fotr 3 weeks. I think its very poor service delivery from cell c's side

I hope you can assist me, I have the following issues.

1. On [protected] - I got an sms to say that there is only 2.5 gigs left on the package. There is supposed to be 30 gig day and 30 gig night - after 10 days … depleted …. Impossible especially as the router was switched off for 5 days. This account is used for facebook and whatsapp only - by 1 person.
I would like to know just where this data is going to … this has been an issue for around 3 months … how come all of a sudden.
2. When I call the call centre, it says that remaining balance is 60. Something gigs …. Usage 0.
3. Your online app is useless. I cant download statements or see what my usage is on the above number either
4. I tried to change my email address, it said it will sent confirmation email … not received.
5. Can you do a data validation on the [protected]
6. Can you resend the statements from january to date …. I have received jan and feb but cannot open them. I have requested that these get resent a few times but ….. To date ….. Nothing is received. Please sort this out.

Please can you sort this out asap otherwise I will be going to the media and anyone else who will listen as I am tired of going around in circles, calling in, getting cut off after 10 mins etc etc.

I have a WiFi contract with Cell C and for the past few weeks the signal has been intermittent and two days ago the signal disconnected. I've called Cell C several times and the story keeps changing. As we are in lock down I rely on my WiFi to work from home. I am basically paying for a service that I'm not receiving. I need a definitive answer from Cell C with a solution.

Good Day,

Cell C has been debiting my account not for 3 months and in this month the debit went through twice.

the debit oder amounts are always different and using different ref number.
Stop taking money from my account.

my number is [protected]