Cell C
Reviews and Complaints

My phone was disconnect on Friday afternoon 31 May 2019. When I called my number the message "the number you have dialled does not exist" is played.

I contacted the customer care centre by they could not assist, as the department working with this issue is only available Mondays to Fridays.

On Monday I was given the number 084 143 9200 to phone and to choose option 4.
I had spend R300 on airtime holding on the line and no answer.
When I phoned today it cuts you off with the message, that there is a technical problem and please try again later.

So how long must I hold on, how much airtime must I still use before I can speak to someone at the legal /subscriber collections department.

How can Cell C just cancel a contract without contacting me and arranging for payment.

I rely on my phone to receive work as I am self employed.

Can someone please contact me and explain why my contract has been cancelled without any prior notice.

Within 2018 i informed cell c consultants that i need to delay a payment as i had 2 leave my job due to the fact that my baby was delivered premature due to complications however my services was cut off i called in again and asked them to keep the line open just for a week as i am in hospital at the time my serviced never went back on i then called a month later to set up a payment arrangement for the months forward that i was not working the consultant advised me she will get someone from finance to email me uptil this day i havent received any mail or any assistancejust bills for services i was never able to use as ny entire phone got blocked but every month i get a bill 4 unused services...i would like to know what will be the way forward from here either i pay whats outstanding and i get all da back dated services back or an agreement must b finalized bt im utterly disappointed in cell c for the way i was treated during a crucial time and not ones have any consultant came back to me. Please mail me on [protected]@gmail.com as my cellc nr is no longer in working order.

Today I contacted the help line 3 times. I have been a Cell c customer for a very long time but this is really unacceptable.
The initial call was to find out if the SIM was active because we bought it in 2014 along with the dongle. We haven't used it since late 2014. Today I wanted to use it so we wanted to find out if it's still active but on the first call the agent couldn't help as she says we didn't pass the security questions even though I asked her I just want to know if it's active.
We purchased 1GB of data, however the SIM still didn't work and said network unavailable in the laptop as well as my phone experience.
On the second call my husband spoke to a Thomas in technical support who said we'd have to do a SIM swap but still be able to get the data back.
On the final call I spoke to a agent and asked for a manager and she said they don't have managers they only have line managers. I stayed on hold for a very long time and she got back with something I never knew. Blaming me for buying data without knowing if the SIM is still active when we called for that information in the first place. She said I should ask the new owner of the number to give the data... Really now! And also she told me that if the SIM is not in use for 3months it gets recycled... I did not know that and both me and my husband purchased it in 2014. He has a elephant brain so he would've remembered.
I don't want to cause trouble for anyone we would just really want our data back.
The date and timeframe of the calls are: 30 May 2019 between 18:30 and 19:30. The two failed from [protected]

My contract i had with Cell C ran its course and i chose not to renew and or upgrade. i duly informed Cell C of my wishes verbally and in writing. This did not happen as i was billed for services i never received. Even when i asked for proof of such services i was advised it was for Airtime then data and service nothing was forthcoming. Even the recorded calls could not be made available. After a lengthy period of too and fro i decided to settle the outstanding R164.00 in June 2018 only to find on my ITC status this week it shows an amount of R 164.00 outstanding. After contacting Cell C customer care no one could find any of my details on their system and advised me to try Cell C legal who's number is always busy and i was kept on hold for well over 30 minutes when transferred.

I need Cell C to update the status of the account on ITC please...!

What the hell is wrong with you guys increasing whatsapp data with R9 with such an increase don't you think to early not even a year ago it was R17 then now R20 the next thing it's a R29 do you really care about your customers or you just focusing on the one side of your customers whites what about other race shouldn't we be equally involved instead of a such an increase

Good day Cell C

I have cancelled my contract and paid EVERYTHING I had to pay in August 2018 and this morning an amount of R 1324.15 was deducted from my account. I don't understand how this is possible, as I have went in to the Cell C shop and they confirmed that my contract is cancelled and I've paid everything I had to pay. I even have a statement that indicates that my balance is 0.00.

My name is Rochelle and my cell c number [protected].

I had a home invasion and my samsung cell phone was stolen. After a police report, my insurance company wants an itc number in order to pay me out for the theft.

Having called the Cell C Helpline, I was told to find my imei number of the phone and go to the nearest cell c store which I did on Friday 17th May 2019. I filled in the forms and was told it would take about 2 days. By Wednesday the next week, I had not been called so I called the store to be told that the imei was missing a digit. It was Cell c's error, apparently and the form was to be resent.

I called the store again today and was told nothing has come through. Cell C, does it really take 10 days to blacklist a stolen phone! I am appalled. I cannot be paid out for my phone as Cell C cannot seem to provide this service timeously. How long must I wait, and how difficult can this be to do. When signing people us, Cell C manages to get paperwork through quite quickly.

Please help. All I would like is my itc number and I can get on with my admin.

I have emailed previously and no one is getting back to me. Below is the email i sent. The problem i have now is that whoever was on the other end 3 years ago and was supposed to close my account did not do it properly and my account is now sitting with legal, i tried to contact them and they are not able to assist, the call centre agents are also not able to assist with this matter and just refers me back to Legal...its a run around and nothing is getting resolved. These accounts are now sitting under my name as unpaid and this is untrue. The bills were settled years ago. I need Cell C to resolve this soonest. It is affecting my credit record and my daily business.

Good day

I called the customer service to enquire about 2 open accounts under my name
Balance due showing R266.00 and R201.00 respectively. I had cancelled my contract very long ago and did a payment to pay in the balance due and emailed cell c with proof of payment. These accounts are not supposed to still be open. I request these be closed with immediate effect as these affect my credit score negatively.

My id number [protected] - I am very upset by the fact that there had been NO communication with me regarding this and had I not investigated this for myself I would not have known about it. When I spoke to the consultant earlier today to enquire he advised me to call the legal department directly in order for them to sort it out……I had NO communication from them either….i will require this matter to be treated with a great sense of urgency and need resolve by the end of the week. Should I not be communicated with or should this matter not be resolved by the end of the week I WILL contact your ombudsman.

Thank you

Kind Regards

Zelna Enslin

My partner called on Monday (20 May 2019) morning after we lost a device on the 19 May 2019 to blacklist it. He was told he passed the security checks and would be getting an SMS within 24hrs. I called Yesterday 22 May 2019 to follow up. A consultant that assisted me advised the case escalation was never done and she is not sure why. She also mentioned the ID number of the user was never noted. We had to do another case. She then advised me to follow up within 24 - 48 hours giving me a ref no [protected]. I called this morning, a lady call Thandeka advised she not be able to assist me as I was not the user of the device. I called again, Sphesihle told me to follow up on Saturday. The matter has to be reported to the police station within 48hrs and I'm out of that already. From a turnaround time of 24hrs to 6 days?

Good Day,

On the 22 May 2019, my autistic son was left stranded in a mall because Cell C decided to recycle our additional sim cards without prior notification.

I took out the 100 gig contract because the consultant told me I could link up to 5 additional sim cards for my family and we will share the data. It worked 100% perfectly up to 22 May 2019.

No-one, at Cell C, contacted me to inform me that they are recycling my cell numbers.

I called 084 145 and I am then told that I never linked 3 additional sim cards to my data sim. So for the last year, I guess we were using invisible sim cards.

I took my ID and paperwork with me when I paid for the additional sim cards and watched as the consultant linked the three Sims to my Data line @ Cell C in Liberty Promenade Mall.

How can there be No Record that Those sim cards were linked to my ID.

Why would I, a woman of 48 years old take a contract of 100 gigs when the biggest game I play is Happy Colour. The main purpose of this data deal was so that I can share the data and still be in control of the total data that my son could stream.

I bet you, I will not be able to lower my data contract without additional cost. I am not going into a Cell C shop, just to watch a consultant call 084 145 and not being able to help me.

Fix this, I want my cell numbers back.

Deeply disgusted.
Mrs Morrison

I've been receiving disgusting service from cellc. Since inception of my cfibre 100mbps service I've been disconnecting and having really frustrating problems. To top it off the service desk doesn't seem to know the difference between the issue being on the cellc side or cfibre side. Often I personally found a ticket logged for my area on frogfoots website and the service desk reports no issues to me. I'm having another problem this weekend again. It's started on Friday night and I've been having intermittent connectivity issues since then with zero feedback from cellc on my issue. After calling again this morning I was "promised" feedback but I really have no faith that cellc has my best interests. Every person I speak to tells me my issue is at a different place. The agent of Friday said it's a dhcp problem on cellc side. The agent on saturday said its a frogfoot problem and then proceeded to log a case for me to replace my router. I mean really now? Today is Tuesday and after escalating with your call centre team leader/manager on Sunday and with another team leader yesterday, my Fibre is still disconnecting randomly and i have to restart the router or reset the WAN cable on the router to come back online! How much more bad service must a person endure? I've started looking at packages from other isps and even considering paying more to receive a better service. Please help me understand why people join cellc as I'm really fed up with the lack of s****s and service. You are most welcome to listen to every single recorded call I've had with cellc for this service for your reference. Ticket # [CF062542068381]

I am annoyed & disgusted by the lack of customer service from Cell C, more specifically the Liberty Promenade mall branch in Mitchell's plain. I booked my phone in for repairs on the 6th of March(ref: WPCAP322483)with Ashley(consultant), it came back damaged from Cell C's repair centre & therefore I declined to accept it in that condition. On the 08th April it was booked back to repairs to rectify the damage they had done(ref: WPCAP327423), no communication was done whatsoever when the phone got to the store & came back damaged & no communication was done when the phone was rebooked to fixed. All this time, I had to spend my own petrol going back & forth to enquire about the whereabouts of my phone, while the instalments were going no questions asked. On the 09th May I received confirmation that the matter was resolved under CPA & I should go to the store for my replacement. Went there on the 11th May and luckily Ashley the consultant was there to assist, she went to the back to check the phone & unfortunately there was no stock available on that specific colour(blue). Ashley then said she will check with the other stores if they have stock or request it from their head office & will give me a call on Wednesday(15th May) and even set a reminder on her phone, but till today I haven't received a call instead I'm the one who had to use my petrol once again to find out if they now have stock. I was there yesterday & Ashley & branch manager were off. It's unfortunate that I didn't take this incompetent consultant's name, who has no clue how to her duties or customer service for that matter. She 1st said it's the 1st she's hearing about replacement done at the store, coz as far as she knows such is not done there, although I showed her the sms..that didn't help. It was only after she called her colleague to assist, who then told her it's CPA, I must get replacement. This consultant then went to the back to get the phone, waited for +_40-45mins, only for her to come back & tell me yes the phone is there but she can't give it to me and when I asked why, her response was "because the manager's not in", like really now?wtf? I asked then, seeing that the manager's there can't her other colleagues assist?. She told me no! & that the manager had to authorise the transaction before she can book it out. My next question to her was; "what then happens when the manager's on leave?"'..then she said Ashley must authorise, so besides Ashley & manager that were not there I can't get my phone & just said I must come back today(20th May) when either Ashley or manager are in. So this tells me, out of that whole branch, only 2 people have mandate to authorise such transactions. This is [censored]! I am beyond disgusted at Cell c with their poor conduct and customer service, I seriously cannot wait for my contract to be over & done with.

Good day,

I'm very unhappy with the level of service that I'm receiving from Cell C and are at a point where I am considering to approaching the office of the Consumer protector should this matter not be resolved to my satisfaction.

I've been battling to get a propper response as to when I can expect delivery of my upgrade phone.
Note that I applied for an upgrade in April and are still waiting for delivery.

My application was for the Huawei p30lte and a Huawei p20lite was delivered 2/05/2019.
The wrong device was returned after a long battle but I am still waiting to get a proper answer to when I can expect delivery of the correct order.

It is unacceptable to expect that your customers should put up with this type of unprofessional.
I am truly not satisfied being treated like this and this after being a customer of Cell C for so many years.

cell nu. [protected]
Internal ref: [protected]
Order nu. [protected]

Regards
JJ Smal

I have been trying to upgrade my current service with Cell C from 20:20 to a 50:50 since the 24th of April 2019 and move my existing account into my business name. All the correct documentation has been sent to Cell C three times now, please note I am trying to have this resolved as my current bank details will not be valid at the end of the month. The Cell C debit order will not go through as Cell C won't come back to me.
Please note I can't be held responsible if this happens.
My Account # [protected]

From: Allan Santana
Date: Monday, 29 April 2019 at 13:51
To: "support@cfibre.co.za"
Cc: "smeyiwa@cellc.co.za"
Subject: FW: C-Fibre

Hi Cell C

Please can you advise as I would like upgrade my line.

Allan Santana
Inovex (Pty) Ltd
(Mobile) [protected]
(Email) [protected]@solid8.co.za

From: Allan Santana
Date: Wednesday, 24 April 2019 at 10:45
To: "S.[protected]@cellc.co.za"
Cc: Simone
Subject: Re: C-Fibre

Hi Sahiel

I would like to move this my business account as previously discussed. I will be cancelling the 20/20 from 1st of May 2019 and upgrading the account to the 50mbps/50mbps - R1109 pm on a month to month basis from 1 May 2019. (Please note that originally agreement is older than two years as the agreement started 16 January 2017 there was no installationConnections fee so the will be no clawback fees) see below, Contracts can also be shared if required.

ID OF DIRECTORS - Attached
PROOF OF ADDRESS - Attached
CK DOCUMENTS - Attached
BANKING AUTHORITIES & CONFIRMATION OF BANKING - Attached

ADDITIONAL INFORMATION :
Cancelling the current 20/20 will result in a prorated clawback fee of the router and installation costs only over a basis of 24months - Not applicable

50mbps/50mbps - R1109 pm - please proceed on a month to month contract.

Allan Santana

Good day,

In February 2019 we took out a contract from Cell C for internet services (LTE) in Potchefstroom. In April 2019 we went on holiday and when we returned the internet stopped working. After numerous calls to the cell c service and multiple walk-ins at the store, they confirmed that the services for the contract we were on has been discontinued and are no longer available in the area we live in. This is something the call service could not see on their system, so please do not refer us to follow-up with them.

Our comments and request in this regards:
Firstly a notice (preferably when the contract was taken out, but otherwise) one month or at least one week in advance would have been helpful as we do work from home on the internet, and being cut off without notice or explanation is unacceptable. Furthermore, no other services Cell C can provide us with will work in the area we stay, so all contracts now have to be canceled. Can you please confirm that no cancellation fees will have to be paid as this is the fault of Cell C and not us as users for contract termination? The store also mentioned that we now have to pay for the router, even though we are willing to return it to the store, is this correct?

Will you please help us in this matter, and to give us an indication of the total payable amount for us to then completely stop all services because we can not pay for a discontinued service and internet we do not have? If you are not able to assist us in this matter, could you please refer us to someone who could be of assistance.

Hi

I have been blacklisted by cell c with ITC on the cancelled contract ([protected]) which I had with them and I have been trying to contact their legal department with no luck of getting through. May I please be helped with the removal of my name from the ITC and a letter which state that I don't owe them.

Regards
Sam Phala
[protected]
[protected]@ymail.com

— Forwarded message —
From: Steven Delport
Date: Fri, 3 May 2019 at 09:59
Subject: Fwd: URGENT QUERY ON JOB CARD DATED THE 12 JANUARY 2019 - LG DEVICE - IMEI: [protected]
To:, Cell C Business Exclusive,

Good Day Madam

I am highly infuriated at this point. I have made several calls to you and your cell c department, visited your management and was told that the matter would be resolved within a few days.

You requested I bring through both my original device box, including my replacement device box, for you to rectify your very own error.

I am paying for a contract... why? I don't have the device I 've been paying for and this is going on for almost 4 months!

This is totally unacceptable! I would like to know how cell c is going to compensate me for the same and can I fetch my device tomorrow, as this is a major inconvenience?

I will not accept this incompetence which is a major cost to me, costing me both time and money!

Awaiting your urgent feedback?

Regards
Steven
Cell: [protected]

on the 30/01/2019, I tuk 3 contract with cell c, account no [protected].
The sim card deal was R89 pm for 24 months, y7 2018 on Pinnacle 500mb, R219pm for 24months and P20lite bundle on pinnacle 5000 at 299pm for 24months. they debited 199.99 for activation the following day.

on February the first payment was R1208.85 when I asked them they said it was because it was first payment is almost double. on March again R1208.85, i reversed the debit order because it was not the contract agreement and i was not in hand with the contract copy, couldn't get time to visit the branch, they blocked all my cards. April 25 they tuk R1208.85, R1000.00 and R1208.85. i went to cell C in the weststreet where i tuk this contract they were full and time was not on my side. i left a message and my number " i have a contract here, i was double charged and wrong amount is being debited from my account, Please call me when done" no calls for the next 3 days. I simple reversed my money back. No one has tried to contact me until today.

I may reverse back the wrong debit order but my name is dragged on bad credit record, due to bad service provider from cell c

I want cell C to stick on our agreement or I return ur product and cancel the contract with u. I will be waiting for possible explanation and settlements arrangement.

Regards
Mbali Mlotshwa

Hi,
I'm unhappy with the level of service from Cell C!
26/04/2019 I ordered a Huawei P30lte and a Huawei P20 was delivered. Poor mistake, but yet I can live with it. what I don't understand is that Your couriers was supposed to collect this phone from me last week Thursday 2/05/2019 but still no show to present.
A retention's consultant said that Cell C can only dispatch the correct phone once the other was collected. I'm also fine with that, but How long must I still wait for my phone if Cell C fails to collect the wrong delivery?
[protected]
Internal ref: [protected]
Order nu. [protected]

I've just read all your accounts on Cell C. I am just as disgusted as you are. A sales lady Rhonelle Wheatley contacted me regarding a Sim only contract deal for R129 for 10 night and 10 day data. And waiting 2 weeks for devilvery. I've accepted it because I can afford it and that it's only a Sim deal. Clarity with this is only R 129 per month.
1st she send me the activation quote for the contract stating to me over the phone that it would be "significantly lesser" than my R129 sim contract. On 15 March I've emailed customer service and cc the sales lady. No response. I've phone Cell C regarding this after my bill came in April that my account is R787.13 you can believe my acrimony. I told the lady I did not take out a contract with an open line as I repeatedly asked Ronelle that it was only for 10 gigs for R129 pm. She put me as they call it" open ", if I wanted an open line, I would apply at mweb. On the 24 April the claim was lodged with Supervisor Spamandla with all my grievances [protected] case logged. I've heard nothing from Cell C. Then on the same day they logged my contract to only the 10 gigs pm. Why is Cell C allowed to mislead, products only for us as consumers finding out days later what your product is about.
I am new to Cell C, the contract is new March 2019, and I want to cancel my contract immediately . This is a disgraceful service provider