Cell C
Reviews and Complaints

I took a contract with a cell c company telephonically but I can remember exactly when but it is over 2 years now, my daughter got robbed and the cellphone was taken upon robbery, I also lost the second sim with my phone, when I wanted to query with cell c they told me those numbers are not in their database yet all along I was recharging using cell c airtime & data, now I paid for over a year for the benefits I am not even getting, now they are still deducting my money from my bank account yet the 2 year contract have long passed, that company name when they debit my bank account is called Invegtu & it is untraceable, I tried to look from my bank if they can trace it but they can't, even now the 2 sim cards are being used and ever since using that phone I was told it belonged to a Person called Olwethu, it was never mine alone, my numbers were as follows:+[protected] &
+[protected] please trace these people so that they can refund my money back since the contract ended a long time ago.

NAME: SINA LETSOALO
CELL: [protected]
EMAIL: [protected].[protected]@GMAIL.COM

On 25/07/2019 I recharged my account with data bundle of 6GB + 7GB for R299 using Capitec banking app. The amount of R299 was debited from my bank account but I was credited only 3GB. I called the call center 3 times but was not successful. There was one particular agent named Christina (African) who was very rude and shouting at me and told me to take it up with the bank. The other lady I spoke to was Nokuthula, who promised to get her manager/ team leader to call me back in 30 minutes because they were still looking at the matter. 5 hours later I'm still waiting for the call.

Please help, I'm frustrated.

I am being robbed of my airtime and cellc refuse to take ownership and do nothing to protect their customers.

When attempting to call any cellc number 084135 for example. You select 3 for customer service and 1 for number and it keeps prompting for a customer select pin which I have never set up. Why is there no option for if I don't know one or if one does not have a pin. Instead I must dummy the system pretend I don't know my number on the I've to get through to the call centre, very frustrating.

How can poor service from agents and management be accepted like this . Failed call backs, long unnecessary hold, rude poor telephone ethicate and Worst of all dropped calls. The list goes on. I will need to take further if I don't get my airtime I paid for.

I have cancelled my contract with you and you have still continued to debit my account and haven't refunded me the money that you owe me.

I have written to your customer service 3 x with this reference number : 9071700652

The response I get is that you have been waiting for your account department. I am waiting for my refund/response on this matter

I recently bought a phone that uses a nano sim card and I'm currently using a micro sim card. I went to a Cell C store in Sasolburg today to do a sim swap in order for me to able to use the number on the new cellphone.
I was assisted by the assistant branch manager (Tshidiso) who the then told me that they wouldn't be able to assist me because my RICA information doesn't appear on the cellphone number in question. He then further stated that due to security reasons there is nothing that they can do to assist me, instead he suggested that I use a new cellphone number.
I called the Cell C customer care to verify if the information provided by the branch was correct and it turns out I was never provided with the correct information. The call center agent told that it is possible to do a sim swap at the branch but I had to do an affidavit or I could buy a sim card that is not RICA registered and perform a sim swap via the Cell C customer care. When I went to the branch with the information that was provided by the call center agent I was still told at the branch that they won't be able to assist me. I have been using this cellphone number for more than 10 years and I had done a sim swap before but never have I thought that I would experience such bad client service at a Cell C branch.

What a way to loose loyal, long standing customers! Not very outstanding service, Cell C.
I ordered the Cell C Sim Only Online Pinnacle 3GB TopUp 1 month deal on 15/07/2019 through my online CellC profile, and received my PayFast confirmation of payment on the 15th. They state it takes 2 days for the Sim to be delivered. Last week I tried to track the status of the sim on day 3, to only find out my order wasn't processed. Cell C logged a call to investigate (why not just send the sim card as I have already paid for it?).
Last week I was promised numerous times after enquiring that someone will call me to discuss delivery. So last week when I called I was told it is being investigated, I put down and phone again and was told it will be dispatched that same day. How come all answers are different?Still waiting, it is now the 22nd July. Two days, hey?
Today I have called probably three times. Once the line was dropped. Oh, and don't forget, on average it takes 3 minutes from dialing their number to actually getting to speak to a human (and not machine prompts). I mean, what do I care about my balances and if I have a pin activated? I need an answer!
Today spoke with probably 7 or 9 agents - no one can actually tell me what the status of the order or sim card delivery is. Can't even find it on their system.
Oh, and don't forget, so today I'm already livid due to the extremely poor customer service and non-product delivery (which by the way, I desperately needed hence the reason for ordering it in the first place) - and each agent I'm talking to wants to go through all the security questions over and over and over and over and... really? The one lady told me that I was just transferred from *Thandeka, but still wanted to go through the 20 questions - oh, and then she added some more question. Fuming by this stage.
So I was told by one agent to be transferred to the online department. So I get to the "online department". I ask - "am I with the online department now?". Which dept? "The online department" Which Department? I almost wanted to say the [protected]@$!% online department but just angrily said "ONLINE department" - Sorry, we don't have such a department. Huh? Why then transfer me to the "online department" in the first place.
At one stage I gave one of the ladies assisting (the one that couldn't find the order on my name) the order number which I got from my CellC online profile. Guess what, this is transparently not a valid order number. Not one they know. ? once again, how?
So, I call again - this time they cannot even find any orders to my name made on the 15th! So by now livid ain't even describing how I feel. Can no one actually help me?!?!?!?! I mean, such a simple question - when will I receive my sim so I don't have to sit at home hoping the card will be delivered?
Oh, and try to get hold of a Manager or Director or anyone in a role of seniority who should be aware of the lack of service on the floor? hahaha! You can't! So how will anyone actually train staff to improve service to retain customers if you are unable to get info on a Manager/Director?
I have also already sent some previous emails asking when I will receive the sim - of course no response. Also wanted to "chat with us" - thought it was a live chat. No, send a message or email. Also no answer to my "chatting".
So do I know when my (already paid for minutes) card will be delivered? Nope.
Has anyone contacted me about this yet? Nope.
And my guess is that Cell C will continue with this rotten service.

Listen, in hind-site I'm very ashamed that I got so angry about this. Why couldn't I just keep calm... to blame my anger on poor service delivery or the fact that my order is non-existent or that I am wasting my time again on trying to get my sim is no excuse. But this ain't no laughing matter either.

I need to know when I will receive my sim card because I cannot sit at home every day for a week now waiting for the courier guy to arrive. Just ridiculous that no one can tell me the status of my sim and/or delivery thereof.

Attached proof of order details online and the PayFast payment confirmation.

*Not her real name

Hi I have been with cell c for years now I have cancelled my contract and paid it off last month now they saying
That have been able to allocate the payment and they now getting THREATS I have went to centurion branch last week and they called the
Call centre they saying the person who has to reconnect my line [protected] haven't done it but they did receive the payment.

Please see the attached proof of payment before I take legal action against cell c as this is the most terrible service I have received .

I took out a wifi router around November last year. When the sales guy called me he never informed me that whenever I reach my 10 gig day time and 10 gig night date then I will be liable for the extra use of the data, AND ACCORDING TO THE LAW THE SERVICE PROVIDER NEED TO INFORM THE CUSTOMER. Subsequent to that Cell C deducted R2000 from my bank account apart from normal contract rates. I immediately reversed that debit orders because I wasn't aware of that amount and what it was for. I then called them and that's when I found out that I exceed my monthly data. Now if the sales agent informed me about the above mentioned then I would have simply not take out the contract, or I would told him that when it reach the 10 gigs then the contract should be barred.

My request to Cell C was to get me the recordings of the day when I took out the contract. This I asked on numerous occasions since March, however I haven't received anything yet. The subsequently handed me over to lawyers and also had my line switch off.

My Cell C number are: [protected]
The complain ref number are : [protected]

If this matter don't get resolved amicable and ASAP then I will put them in the newspaper

Hi

I urgently need a letter from cell c stating that my cell c account has been resolved and no longer in arrears.
The cell c account is still picking up on my ITC report.

CAN SOMEONE PLEASE CALL ME ON [protected]

If this is not resolved today - my lawyers will be contacting cell c as I cannot deal with the incompetent service levels.

Emails have been sent to cell c for the past 4 months.

WHY IS THIS STILL PICKING UP ON MY CREDIT REPORT.

Experian sent the below

From: EZA consumer
Date: Fri, 24 May 2019, 16:16
Subject: Dispute Feedback - ERD190425000001
To: [protected]@gmail.com

Good Day,

Kindly note the disputed CELL C account has been updated to closed.

Further note that the reason for the update was due to no feedback,

Please find attached an updated credit report confirming the above and note that this dispute is now resolved. Please use your ID number as a password to open the attachment

Should you wish to discuss any of the content of this communication, please be advised that any of our Consumer Relations Consultants would be happy to assist.

I am not happy with the cell c staff at Newtown Junction and Rosebank Mall. I went to newtown junction to book in my new phone for repairs, it was the second time I was booking it in for the same problem. The staff at Newtown junction told me their printers are not working and they cannot assist me. I went to rosebank mall to try and book in the phone there and they told me the newtown staff did not close the first book in and thus they cannot book in the phone. When they called newtown junction, the staff was not helpful. I then had to leave my phone with the rosebank staff to rearrange it for rebooking. I went back a month later only to find that the phone was sitting at the back of the store and no one new about. Its been two months running back and forth without any help from cell c.

On 31/5/2019, I contacted Cellc Direct to upgrade my contract, and also took out an additional line with the same package I was upgrading, and requested the cell number be ported for the additional line. The additional line peper work and delivery of the device took nearly 2 weeks. Delivery took place on 11/6/2019. June I was billed on the additional line for 31/5/2019, and for the month of June 2019 . I wrote to Cellc. after the 4the f/up, an Agent called. I explained to her delivery of devie was only 11/6- billing is incorrect. My daughter, who the additional line os for, signed delivery on 11/6, but did not complete any dates. The Agent then adv deliv note shows 4/6. I forwarded her the emails btwn myself & the Agent that did the additional line as proof. I then received an sms with my new debit amount for July 2019, which is far more than it should be. Upon again emailing, an Agent calls. I explained & advised the previous query has not been resolved. She first told me it's pro rata for the previous month, which would mean they billing me again for what I over paid, then said she would come back to me the same day (12/7) as she would need to go through my account. To date I have not heard from neither Nomsa that first called me, or Tubisileng that called me on 12/7. Acc No.[protected]

I was in the process of submitting my credit record for a position I applied for only to discover that you have listed a default bad debt written off for an account that I can prove I cancelled on 4 different occasions because the staff were too incompetent to get it right the first time! I received no notice as is legally required by the National Credit Act prior to you listing this default. You have until Friday to remove this adverse default failing which I won't hesitate to take legal action against you as this default has resulted in an employment opportunity being retracted! Contact me ASAP!

I have two contracts with Cell C. With the upgrade the sales consultant neglected to tell me that the new contract has an open line. I bought pre paid airtime for both numbers and couldn't upload the airtime and it gave me an error message. I phoned customer care line on 10 July 2019 and they advised that I have an open line and should be able to phone. Neither number could phone with the open line. I phoned the cancellation's department on 11 July 2019 and was advised they will investigate and get back to me. Nobody phoned back. On 12 July 2019 it was the same story and the afternoon I received a phone call to say the contract has been cancelled and this will follow with an sms. I never received the sms and the contract was never cancelled. I phoned again on 15 July 2019 and again was told they will investigate and give me feedback. I received a phone call from the retention department telling me that my cooling off period of 5 days which allows me to cancel the contract has expired and if I want to cancel the contract I have to pay the full 24 month contract. After I explained my entire story again the consultant, Lance, told me that he can't assist with this matter and I will have to phone the cancellation's department again. I phoned again on afternoon of 15 July 2019 and was now advised that the matter has been lodged, but it will take up to 72 hours to resolve. To make matters worse is that my original contract is due to end on 23 July 2019 and I specifically told them that the new contract should start from 24 July 2019, but this request has been now ignored. I now have an old and new contract running. The worse part of this open line contract both number which supposedly have new contract since the 10th of July 2019 is that neither of us can phone out. So for the past 6 days we are unable to make any calls and this has been specifically mentioned. If the complaint was supposed to be resolved in 72 hours this should have been resolved by 13 July 2019. I'm also getting different stories from different consultants i.e. 5 day cooling off period where I will be able to cancel the contract, 30 days notice and I'm only allowed to cancel the contract in 23 months time.

I need to cancel this contract ASAP in order to get my cell phone line sorted to make phone calls. It has caused massive disruptions. I only think it is fair for Cell C to cancel this contract as I was in my 5 days cooling off period when I canceled the contract and the Sales Consultant should have mentioned that the contract has an open line which he did not. I was very specific when I told him I only want a data contract.

I have asked for a direct number to speak to a Supervisor, but no one can assist me with a number. This has become so frustrating as I'm spending so much time trying to sort out this mess. If I have to phone again it will be my 5th consultant I will deal with.

I have sent 8 - 10 emails to cell c with no response. I received sms from cellc to say I must change ref no when making EFT payment. Only to find out that it was incorrect. Money was paid into correct banking details but reference no was incorrect. I made another payment to correct reference no to avoid disconnection. I want this money back. Sent proof of payment and all details were sent but I have had no response. Email is correct. I have no reference no for query because there has been no response.

PLEASE PLEASE sort out your Tower electrical problems at Norkem Park High School. The generator has been running for over 6 weeks. The drone and smell of diesel is unbearable. I have contacted your technical department (084)944-4444 numerous times but i may as well talk to a wall. I have also given them the Ekurhuleni Electrical Reference number to sort out the electrical problem at this tower. The reference number is 3720331 reported on the 21st June. There is a Telkom Tower down the road which you don't even notice because it looks like a tree. The Cell C tower is an absolute Eyesore to the public. See attached photos.
PLEASE PLEASE PLEASE SORT OUT THIS PROBLEM. THANKS.

I was at the cell c branch in tsakane mall and the lady there refused to help me with a sim swap and referred me to edgars connect. Instead she was flirting with the gentleman who came after me and insisted to help me instead. Her attitude was the worst and she does not know how to communicate with customers. I Have never been treated so poorly and all this because I am not a man like the gentleman she thought was more important! I am furious with the treatment from Tsakane mall!

Your services are disgust to a point of no return, i struggled my neck off when all i wanted to do was to settle and cancel my contracts and be free from your nonsensical network.
Now upon requesting paid up letter its a up and down a simple stupid letter im struggling to get.
Im so so gatvol with cell c words cannot explain. You are definitely an extreme sport, infact trying to make contact with you is an overtime, super exhausting

I had a router contract which I had for 2 years and later when into the store and cancelled it. Since March, I am still being debited for that router. Its disgusting at the response that I got in the last 2 weeks. I have spoken to Tamlyn and Damien from the cellc phoenix branch and they told me that with my id number I'm not registered on the system which is utter nonsense. The contract was taken at the store but now when I require help with regards to the cancellation they can't help. I believe that the call center will only be able to help. When I called the call center they asked me to call the legal department. I was told that there was a third party involved which is an unknown company linked with my banking details. So why are contracts taken in the store if our information is not safe? My height of frustration can not be explained right now. I tried calling the legal department and held on for 35 mins. Why is it so hard to get help but they are so quick to take money from people? Very disappointed with cellc service and will not recommend them to anyone in the future.

I took contract at at Edgar's active mankweng the guy who assisted me was taken to another store in town polokwane he got into my account and send my statements to one of my colleague I'm suprised my account must be private and confidential I need answers how he got into my account, it means I'm not safe if u fail to assist I will take the matter to next level I have a proof