Cell C
Reviews and Complaints

On 1 June 2018 I went to Cell C store in Mall of the North Polokwane to cancel my contract which was past it's 24months period.
A young gentleman helped me that day. I requested to give my notice month in order to cancel the contract. He was working on the computer, asking me all my details and after a while he said that the contract has been cancelled. I asked him if there is no paperwork or proof and he just said "NO mam, everything is done automatically on the computer" so we agreed that the last payment will be end of June.
After the debit order went through my account I went back to the store to confirm if the contract is cancelled and that everything is in order on which I was told that it is cancelled.

End of July 2018 another debit order was paid from my account and I went back to the store to inquire about this action. Again they confirmed that the contract is cancelled and that their is no contract on my name, the gentleman showed me the screen and said "See mam, there is nothing on your name, that account does not exist anymore. I then said why is another debit order deducted from my account then and he said that is is by mistake and that I should go and cancel it at the bank, which I did immediately after I left the store.

In the beginning of the year I received a sms to say that my account is in arrears and that I should make a payment. AGAIN I went back to the store and asked what is going on. They told me that this number is allocated to someone else and that I should ignore the sms as it is a mistake.

After about 2 months I received a phone call from a Debt collector company and was told that my account is being handed over for collection and that I need to make a payment urgently.
I explained the situation to them and they said I must sort it out with the Cell C.

I went back to the store at Mall of the North and asked them to please check what is happening on the account. AGAIN I was told that it must be a mistake because there is no account on my name.

After that I went to another store at Savannah Mall to ask for assistance. They informed me to contact the Legal department.

After about an hour on the phone someone assisted me and said that there was no notice on this account and that I should pay the outstanding amount.
I again explained the whole situation and they gave me a number to call for assistance, which brought me back to the debt collector, which told me again I have to sort it out with Cell C.

On a second occasion I went back to Savannah store for assistance and they phoned the Legal Department. Again after almost a hour waiting for response we managed to speak to someone and I was told that they can see that notice was given and that I should go back to the store at Mall of the North and phone them from there so that they can sort it out.

I went to the store at Mall of the North, I explained my situation to a lady and she went onto the computer to check my account. On my explanation she told me that everything that I say shows on their system so we phoned legal department again. Again we hold for very long and unfortunately I had an appointment and could not wait longer so the lady said that she will continue to hold and give me feedback after she spoke to Legal.

She did phone me back, which I was very greatfull for and gave me a number to contact.
Full of expectation to get this issue resolved, I phoned the number and it was AGAIN the number of the Debt collector. GREAT WAS MY DISAPPOINTMENT!

I have been going in circuls now for more than a year and this issue is still not resolved, I sent several emails to Cell C and to the debt collectors to get this sorted out, but with no success. I am listed on ITC for something that is NOT MY MISTAKE, I did everything that was expected of me and this is not fair that I have to suffer the consequences of someone else's mistake.

I am writing this today in severe desperation and frustration and I really hope that this matter can be resolved urgently.

I have sent in two iPhone XS reason was for over heating, I had a struggle with cell c when trying to book in these devices in, one of the devices wasn't picking up on the system as an IPhone XS but as a iPhone 7 which was my previous phone I then assisted cell c with the IMEI number which I thought was really unprofessional, I then had the repair department calling me to pay R48 000 to replace the device yet one of the devices are still under warranty, I then request cell c to send back my devices and I had received them both in a terrible condition shattered screen protectors chipped device and one not coming on at all, I requested cell c to book in the phone that was switching on again as it wasn't the reason for which it went in, I have now being told to pay R18 000 for a replacement which I find terrible as this was something that happened at cell c repairs my phone was working and wasn't the reason for going to cell c repair, I have spoken to the lady who claims she is the manager Dimakatso who wasn't helping at all and said I should pay cell c and she won't replace my device, this is really disappointing and I do not appreciate the service received by cell c. I want my device which isn't working at all to be replaced with no excuses.

My contract with Cell C ended in October 2018 (2 years). It apparently my responsibility to remind Cell C that the contract has ended and I want to cancel it. I rejected Cell C debit order as I was no longer using the sim. In August I was handed over to attorneys and I settle the balance the outstanding balance. It is now 4 months later and Cell C has not updated my information on ITC. According to Cell C it is the attorney responsibility to clear my record and I must contact the attorneys and according to lawyers its the Cell C who registered me to Credit bear and they should update my information. I have been waiting for Cell C to get back to me for the past week now.

My contact: [protected]

Good day
Please help with cancellation of my contract with cell c. Explained that I'm no longer employed and cannot afford payments trough debit order. Will Make monthly cash payment on their banking account. Now problem I'm been charged extra for returned unpaid debit orders. Tried explaining my installmentbsupposed to be R600 now with their charges its 950. Please help [protected]
Name Titus Molefe

Today, 11/12/2019, about 11:00, I enquired from Cell C's Customer Care if I could submit a notice of termination for 20/02/2020. I was told yes I could, just phone Cancellations. Did phone cancellations, explained my request, was met with a barrage of questions as why I whished to cancel, went through the "security questions" and told that I could not give notice today, had to wait until 20th January 2020, that was protocol, end of discussion. I requested to have my call escalated, was told to lodge a complaint, if I wanted, via Customer Care. Called Customer Care asked how to lodge a complaint, must write, asked if I could give notice today for the 20th February 2020 and was told, yes I could, please phone Cancellations! All of these calls are, of course, preceeded by a "complete" security check. What a joke!

Hi,

I signed up for a Wi-Fi (100GB) LTE router with Cell C in January 2019.

Since inception, I was not properly educated on LTE coverage in my area and since then experienced pathetic signal, I sent my device in twice for repairs, still with no luck. No new device offered or given. As per their policy, this should have been the case. They instead lost my router in the midst of a strike and took three weeks to let me know what happened to it. I did my own troubleshooting along the way.

I experienced the same issue about two weeks ago and decided that I had enough and wanted to cancel everything as I could no longer use a service that was not beneficial to me. I was given instructions by a call center agent to take my device into a store and request for a settlement amount. Although this does not make sense, as my device is not working at all. Why should I have to pay for it, anyway I agreed to pay R960 as a settlement.

They later on advised me that a debit order would still go off my account for the next two months which is absolutely ridiculous! I refuse to pay for a service I have no use of.

I paid the settlement amount, what else am I paying for? I explained this to the consultant but he could not assist me, which I understand.

I now do not know who else to contact. Please will you assist

Cell C Thieves

It seems Hellopeter/complaintsboard is the only way to effictively communicate with Cell C. I recently had a poor customer experience regarding a swim swop and after alot of inconvienance Cell C helped me. I thereafter decided to cancel with them and gave them the required notice. One of the contracts was a data contract of 10gig per month. I had accumulated over 30 gig of data due to the lack of use. The contract is now cancelled and my data gone. I don't understand how you CELL C take back what I have already paid for. This is another example of a network provider taking advantage and being bullies. The person dealing with the cancellation could of had the common decency to inform me that the data will be forfeited on the cancellation date. You took my money in exchange for data, if you took your data back then refund my money.

They migrated my contract to prepaid, so why can't you migrate my data that has been paid for already.

I have settled 2 of my contracts [protected] and [protected] on the same day. I called cell c asked for a settlement amount which was given to me and I paid on the same day in August 2019. I emailed my proof payment n spoke to retention who confirmed my contracts are cancelled after numerous calls. Since then I am still being debited every time I call I am told a different story and have calls cut on myself numerous times which I feel is terrible customer service since I am a paying customer. Yester I spoke to someone in the legal department who sed a case was going to be open however I call today and there is no notes about my call, I spoke to 2 people from da legal department who gave me 2 different stories da last person I spoke to was rude n nva gave time too talk his name is W Mabunda he says I cancelledy contract on different days which dont make sense cause I did them together, he also say one month later after I paid da contract only got cancelled and the contracts was cancelled on different days which dont make sense again. I am extremely upset I have always used cell c no one helps and no one leave notes. I want this resolved o 8 am Gona take this up to the highest level. I am being told a case is going to b open n no response, this negatively impact my credit score n I keep been charged for reversing my money each month.. no one ever said to me after u settle your contract you still pay another month n that makes no sence. Plz assist with urgency as I am very upset n will to go far as possible to get this resolved. You call centre agents need upskilling and they are rude da managers do nothing and the agents refuse to 0ut managers on the line. I with like to hear from u guys asap. This all happen in August I didn't think I will have this issue however if u need my proof of payment I can get it from my bank and call me 8f u need da ail I sent with proof 9f payment cause I will av access to that n if u see my account u will c I paid in August. If there is a delay on your side that is not my problem if someone 8s not doing there job all departments should be aligned and I will put this on hello Peter o even higher cause this is ridiculous.

Good day, This line has been cancelled on the 31st March as I have relocated!. The new owner in that property just contacted me as she can't seem to connect, due to Cell C who never cancelled my line. Please note that I need to be credited on this line as the request to cancel the line was sent through several times. I will not accept any billing for this negligence on your side. Please urgently have this line Cancelled account number [protected] ID: [protected]

Regards Renee'Montez Avinir [protected]

I had my cellphone stolen earlier this year and advised cell c. They instructed me to buy new simcards and call in to do a Sim swap which I did. They loaded the incorrect number on the simcards and advised me to buy another one to load the correct contract. I now call in to correct their mistake albeit 2 months later now I'm told they cannot do the simswap over the phone beacuse the number hasn't been used in more than 60 days. How would it be used if Cell C loaded the wrong number and made a mistake. Now they expect me to go to a store and pay R150 for a mistake they made. It's not hard to believe that they are R9 billion in debt. Pathetic customet service and after 15 years of being a loyal client I'm finished with Cell C.

To say I am not happy with your insurance is an understatement. Unfortunately I had a bad year with my phone.

Firstly it was stolen in Ster Kinekor in Mall of Africa. I went straight to the Cell C branch to report. They asked for a police statement and they had it on their desks the day after. I was informed that I would need to wait for the replacement for about 14 working days. I had to buy a cheap replacement as no loan phones were supplied if client claimed from insurance. I work from my phone and needless to say it was a mess. I called the branch a day before agreed collection to confirm and they only then reached out to the insurance business to realise nothing has been done about my claim as the SAPS case information was missing. I filled in a claim form with the number and details when I submitted the claim. The SAPS case was attached to the claim. How did this happen? I needed to use the "Hurricane" replacement I bought at the Cell C store for another while due to "pathetic" process and services. I got my phone after a long wait and I did not make a big scene about this.

Last week, unfortunately, my phone screen cracked. I went to Cell C Mall of Africa. They informed me that the phone had to be sent in for fixing and it would take 3 WEEKS to fix! A cracked screen? My complaints were as in the first case met with smirks and shrugging of shoulders. Again, they would not provide a loan phone. I could not use the "Hurricane" again. In the previous instance, customer calls were dropped, the phone froze at any moment etc.

As I was desperate and for a bit of information I then went to Samsung (YES THEIR STORE IS NEXT DOOR TO THAT OF CELL C in the Mall). I asked them what the process would have been had I insured my phone with my insurance provider. They said I would get a report and a quote from them on that day. I would fax it to Outsurance and the next day they would get confirmation on the ordering of the screen. This would take two days maximum. I could keep my phone and come in for the replacement in the next 2 days. It would take them in an hour to replace the screen. Thus no disruption to my business. They were actually so helpful that they replaced the damaged cover with a new one to avoid further shattering. Cell C DID NOT EVEN CARE and let me walk out the door as an unsatisfied customer with not a care in the world.

Do you really believe that your corporate policy caters for business professionals? Are you in the market for individuals with not much business requirements and do I need to change provider? Would your executive team accept this service from your staff or do they have special privileges when it comes to these things?

I still have my cracked phone as I cannot do without it for 3 weeks. Once you have resolved this for me I will be moving my phone and data contracts (INSURANCE TOO), to an organisation that supports business professional and their need.

Wow Cell C, you really are differentiating yourselves in the business. As the provider that is not capable to service business clients...

I expect some kind of realistic outcome from your team. If I do not receive this I will approach the Consumer Board.

Hi
I'll first highlight how disappointed I am by cellc poor service delivery.
I've been a cellc client for more then 5 years. I've lost my cellphone now I want to do sim swop and you guys have failed me. I went to cellc store at Workshop Mall in Durban and they ask me to give them 5 last dial number, like how the hell am I supposed to remember those numbers and they telling they can't help me f I don't provide these numbers. Again I called cellc customer care service they asking me ridiculous questions like when last I recharged my cellphone. Guys how r we supposed to remember that f I knew I would have crammed the whole questions u asked but I can't remember all the questions asked. What troubles me the most is that I've been with cellc for more then 5 years and the number I'm using Is for business purposes and you can't help me. I'm so disappointed.

I would like the feedback on my complaint and whether I would be able to be assisted on my issue. Thank you

I have been a victim of unauthorized porting of my number to MTN twice. First on the 20th Nov 2018 and again yesterday, 12th Nov 2019. In both cases it happened minutes before 17:00 which is the time porting department for Cell C and MTN closes. Meaning the person now has full use of my number until 8am the next day when the offices open! I was able to get my number back but lost all my airtime and data bundles. Apparently I am now a new Cell C customer! After a whole 13years with Cell C! I was requested for old SIM card serial number for IT to investigate. Now waiting 24hrs for them to get back to me. Spent a whole day going through this! I would not have registered a complaint had the recovery of my number been seamless but one Cell C consultant (name mumbled) made this process frustrating. Secondly even though I passed the security questions I still had to provide old sim card serial number which, naturally, I had thrown away at Cell C store and had to go retrieve it. How is it so easy for my number to be ported to another network? Cell C blames MTN for not verifying. In summary;
1) Cell C must take responsibility for the safe keeping of my number.
2) Please have security measures for porting e.g. use of OTP
3) Make it seamless for clients who are victims of fraud to get their airtime and data back. You already have the serial number of the SIM card! You already know I am a victim of fraud! I passed the security questions!
4) Make it possible to reuse old sim card after being a victim of fraudulent porting. I had to buy a new sim card even though I still had the old one.
5) Train call centre staff and staff at Cell C stores regarding reimbursement of clients airtime and data as they are clueless about this.

Regards,
Sibulele Mtakati
[protected]

My phone submitted 20 July 2019 up till to date I still have no feedback when phone will be sorted. I'm bekah told on different occasions going there and phoning next week of things 7 days insurance lost ticket for repairs then it's some other issues .I have had with cell c I will no longer like to deal with cell c .ticket no attached .I'm writing to hello Peter as I'm writing to you so well.its disgusting to take all this time and not able to answer. It's either u give me a new phone or givey phone back before 15 November 2019

good day, im very unhappy about your service im a new client my service is till now not yet activated, why are the service so poor, i asking you please to activated the service immedidetly or i wil cancel this contract today still. can you please sort out my phone today still. what kind are service is cell c giving to the clients. i dont even now that my number is.

I'm disgusted with the service of Cell C
It's been 2 months where I've reported my contract with cell c and they had to refund me because they've been charging me when I haven't been using the router
They said they would refund me within after 7 days and till this day nothing has happened
I'm absolutely disgusted with this service provider! Please get back to me as soon as possible!

On the following attached document is a prove of the information that was checked without my present and knowledge at all I have never went to any Cellc store to try to check if I'm able to take a contract or what and I'm not happy about this because the information was shared to my what'sapp contact wanted to know it's exactly me or what.
And the name of the consultant is Maria Phoku. This information was checked today around 10H00 this morning 04.11.2019

I have had my contract with cell c for the past 4 years with my first upgrade I was missed informed and had to be reimbursed my money because of the miss communication I advised cell c to keep the funds in my account and so it has been for about over a year the funds stayed in my account. I used that money to pay my bill for a month so I did not owe them and they did not owe me however I started noticing a few months back that my bill is not constant and the amount I need to pay goes up every month my contact is pinnacle 100 I called the call centre on the 25th spoke to 2 agent and explain that I'm querying my bill when they opened my account both confirmed that they have been having problems it's a printing error I informed them both if it's a printing error why must I still pay that amount and why is my money from the other months cause according to me my account shouldn't be in arrears, both agents couldn't help me and alone trying to call cell c is a night mare you can't get thru on 132 the call always cuts I have emailed my complaint to cellc on the 28th October 2018 the reference [Incident: [protected]] and till date received no reply back from them I want my money back as I feel Im been abused by cellc and over charged on agent even informed that that the charges was for unsuccessful debts but cellc never attempted to debt my bank account as I always have funds in my account and every month I pay the funds by EFT before debt date and when I upgraded I informed the agent I don't want a debt order on my bank account ill pay eft or cash so according to me that the payment agreement I had I have bank statements to prove that on the 25th my initial debt date for the past 3.5 years I only changed it in October to the 1st of every month, available funds is in my account

Cell number [protected]. On 26 September I received a text advising that my existing contract was changing to PINNACLE 300MB TOP-UP with effect from 31 October. This would give me - 30 minutes talk-time, 30 smses and 300 mb data per month at a cost of R75.

I received a text today advising that I have received the following on PINNACLE 300MB TOP-UP - 29.03 mb data, 2.90 minutes talk-time and 3 smses! This was queried with Cleopatra this morning who promised to call me back. I called again at 13.20 and left a message for her to phone me - NO RESPONSE. Once again, incompetence!

Good day

I am a very unhappy customer as I was unable to do a simple sim swap with your branch as well as your customer service department.

I went to your store in The golden acre in Cape town and was told they are unable to assist and provided me with your customer care number ( 084135)

I called the number and as I explained on 3 occasions to the agents that I do not make outgoing calls, am I unable to provide the numbers I called during the last 3 months.

I was told each time your system declined the request and I am therefore unable to get my cell number back. I also spoke to a manager which I thought would be more helpful and might have an option other than your normal way of processing the request. This was also not helpful and was just redirected to your processes and advised to get a new number instead.

I feel this is really disappointing as I had the number for more than 4 years and getting a new number means I will need to update all my details with the people/companies I have registered with.

I sincerely hope you can resolve this matter as I am currently without contact with anyone on my sim.

Unhappy customer.