Cell C
Reviews and Complaints

Since last year, I have been awaiting a refund from Cell C for overpayments I had previously made on my contract. Everytime I call to check the status of my refund, I am told the supervisor is not available to advise on status. I have submitted all required documents on my side and have not received ay communication since! This is very frustrating especially after having to hold for 20+ to get service over the phone

Last year july I took out a mobile wifi rotter contract from cell c. First month the was no coverage. Ok august they fixed it all was well. Come november they started debiting twice they will debit on the 15th as agreed and debit on another day that we did not agree on. December same story they debited on the 14th and the 15th until I went and reversed the amount they debited. After that all hell broke loose they suspendend my line and refused to open it claiming that my account is in arears I sent the proof of payment to proofofpayment@cellc.co.za still I did not get any respond from them that showed that they were attending to my problem I called to explain what was happening they kept on telling me that they will escalate the matter that one of their consultant will envestigate and call me back they never did. Am sure now that they cant wait to blacklist me when I request that they cancel my contract m being told that they will charge me for early concililation.. Long story short poeple cell c offeres a very bad service please do not take out any of their contracts their service is excremely bad.

I am been charged for an account, I did not open at Cell C . My ABSA Bank account is being debited monthly, I did send an e -mail and all required details to Cell C to sort this matter.

Cell C has no authorisation from me to open an account or debit my account on my name. I have never been a Cell C subscriber .

I am highly concerned as I work overseas and in the past year two cellular subscriptions have been opened with debit orders against my ABSA Bank account .

There are fraudulent debits being made on my ABSA account.

I have been in contact with the call center since last year late and I have been having no joy at all with them as no one is willing to assist me nor is anyone trying to understand what my query is. All the can tell me is that I must pay up.

Please see below the email I sent through to customer care on the 4th January 2019, and still no reply or feedback given to me. I am very disappointed by their pathetic service or lack of service thereof. The whole contact center is a disgrace as I was forced to cancel my TWO contracts before their expiry date and the way they have been handling my case just tells me that I did a very good choice by requesting cancel, as it is I want nothing to do with Cell C but just my query resolved and someone there take responsibility for the false information they gave me and stop telling me I am liable for someones lack of knowledge about their own product

Please see the email I sent below :

Good day,

Trusting my email finds you well.

I am writing this email to basically indicate that I had a call coming from your offices indicating that I have an outstanding debt and needs to be settled even though I have paid the settlement amount, a settlement amount which I was given by a consultant over the phone when I called to ask how much I will need to pay in order to cancel both lines, I specifically asked for ALL AMOUNTS OVER AND ABOVE that I will be liable for, for cancelling before both contracts reach an expiry date.

Please note the following as explained below.
I had 3 lines on a contractual basis with you and after a period of time I then decided to end the other 2 lines contracts before the contractual period of expiry. Which those lines I requested are [protected] and [protected].
I made a call to the Call Center a week before I made payment and I was given those amounts, I called AGAIN on the 23rd of November 2018, id presume as I made those payments on the 24th November 2018 (SEE ATTACHED PROOF OF PAYMENTS),
I made a call to confirm the outstanding amount that needed to be paid out in order to clear ALL the contractual amounts I was supposed to pay as per my contracts with you since I was terminating the contracts before the expiry dates, I made that very clear with the consultant, and unfortunately I did not take down her name, it was a lady I spoke to. I remember I confirmed with her about 3 times if those are the ONLY amounts I will be liable for over and above. She assured me that is how much I will need to pay in order to get them cancelled.

I was however told that the outstanding amounts as I requested and needed to be settled so as to be able to cancel the contracts were R907.52 and R707.63. Therefore I made arrangement to pay these amounts as I had been advised when I made my enquiry. Between the 24th, 25th or 26th November 2018 I made a call to confirm receipt of payment and was informed that payment was received and cancellation of the contracts will be processed immediately. A few days later, I also received an sms confirming cancellation from contract to pre-paid. This therefore gave me the indication that I had settled my outstanding amounts and I will not be held contractually liable for any outstanding amounts.

However I have been receiving calls informing me that there is an outstanding amount that needs to be settled which I am not aware of and was never advised about that as per my enquiry previously and November, I NEVER GOT ANY MINUTES OR DATA, but I was surprised to see that I was invoiced in December and tried to debit my account. The last call I received from your offices was on the 28th December 2018. I eventually came to a decision of lodging a complaint with your office as I dispute the amount that is being debited and I am told I still owe after initially being told my contract has been cancelled and is paid up. My first case was logged with Noluthando and was given reference [protected] and the call recording reference number was [protected], as I requested for the call. TILL TODAY, I AM STILL WAITING FOR THAT CALL RECORDING
I cannot be held liable for any outstanding amounts as I was informed by one of YOUR employees the amount I needed to pay and was clearly advised and informed those amounts paid.

Kindly assist in settling this dispute as I cannot be held liable after being informed and assured that the payments were received and the contract was cancelled.

Been requesting to listen to my call since last year when I logged the complaint
Two consultants called me claiming to have my query resolved whereas they both tell me I owe you guys money
MIND YOU, both consultants admitted to have not listened to my call recording before calling me. What service is that!
The consultant that gave me the incorrect amounts to pay should be held liable, not me. I REFUSE

Just an FYI
This complaint is with your CEO as we speak

you guys are messing my payment profile

19/12/18 - send an email to notify cell c that I have moved, need my fibre line to be activated on the new address as there was already a fibre line installed in the new address
19/12/18 - called into cell c to confirm that they have received the mail - consultant said she will send ref nr - nothing received!
20/12/18 - called again to follow up send mail again, consultant confirm receiving mail - still no ref received
21/12/18 - called again - been notified by consultant every thing was received but cell c is so behind with back orders - tech department will only be back 7/1/2019
31/12/18 - cell c took a full payment from debit order
3/1/19 - call into cell c - consultant notify me that no documents have been received from me! Send again she will send me a ref nr on sms - nothing received upto today.
3/1/19 - get a call from vumatel - they need to come an install a new line at my old address!
3/1/19 - call vumatel - they where notified by cell c I had a problem on my line at old address? - seriously? Who laid the line complaint? Got a code/line nr from vumatel who said I need to call cell c and all they have to do is activate my line on the nr I gave them.
3/1/19 - called cell c - consultant took the nr, finally updated my new details and said she will mark this as urgent as she cant do anything the back office needs to update and activate my line.
7/1/19 - received new bill for jan - cell c is charging me another full month
8/1/19 - still no reference! Still no internet! Being billed for a 2nd month!

This is now the 23 rd day no internet, no service but I need to pay for their back lock problem

In September 2018 I was offered a wi-fi router for 20G for during the day and another 20G for during the night for R299 by a Cell C sales men. After discussing with my husband I called the customer centre back and spoke to another sales man to request the very same offer, in order to cut my data monthly costs. I was informed that once I had received my wi-fi router, I would have to make a once-off phone call to Cell C in order to cap the data so that I would not exceed my limit of 20 G day and 20 G night. I received the wi-fi router towards the end of September 2018.

In the duration of October I called Cell C to cap the data, however; I was informed that I had failed one of the verification questions, my home address. I was asked to state the address that was on my contract, I informed the lady that I was never sent a contract. I later found out that the address that had been used was an old address retrieved from my credit records by the sales man. At the end of October 2018 I was billed R299.

To my surprise, at the end of November I was billed R817.68 instead of the R299 I had agreed to. On the 11th of December 2018 I called the Cell C call centre and spoke to Shanay to find out what had happened. Shanay informed me that I had actually been given 10G for R817.68 I informed her that that was not what I had requested or agreed to. Shanay then informed me that she had dealt with many complaints such as mine. She informed me that I was sold the wrong package with incorrect pricing without my knowledge. She then informed me that she would lodge a dispute on my behalf and that I should expect a call from Cell C in the next two days.

On the 12th of December 2018 at 15:41 I missed a call from Cell C because I was already talking to someone else on my phone. At 15:44 I called back the number. Hlengiwe, from the Cell C call centre, answered the call. I asked her for feedback regarding the dispute lodged. She informed me that the case was closed according to her system. She then said she would e-mail Amanda Meyer, who had been allocated my case, to call me back. I requested for Ms Meyer's telephone number and e-mail address and she informed me that she was not allowed to share those details with me. After hanging up, I received an sms stating that my case was closed and another requesting me to rate the service. In a few minutes I received another sms stating that my new case no. was [protected] and that someone would get into contact with me. Nobody has called since.

On the 19th of December 2018 I called the Cell C call centre and Happiness Phiri answered my call. I gave her my case number and informed her about the dispute. She also said that she would inform Ms Meyer to contact me. I requested for Ms Meyer's contact details to which I was informed I could not have. Ms Meyer has still not contacted me.

On the 20th of December 2018 I sent an e-mail to Cell C as per advise from Happiness Phiri of Cell C regarding this dispute. I have not received a response to my e-mails or phone calls from Cell C. At the end of December 2018, my account was again debited for R817.68. This is blatant fraud and it is clear that Cell C has no desire to amend this or resolve the matter. I need Cell C to cancel this fraudulent "contract" with immediate effect.

i called in for a sim swap 10 mins ago and two consultants had zero intrest in assisting me...with the swim swap because i was moving from micro to nano sim..the 1st was a lady ...i tried to call back and it was thou they had discussed not top help me..as the guy was very rude and automatically knew my name

i was using my cousins old sim and they were very difficult ..
really wanted that number back...now im forced to use my telkom sim
i seriously had an advance on that sim which in now cannot pay back

I was supposed to have my upgrade delivered today. What an nightmare.

I gave a specific address.

It turns out the lady i took my upgrade with put my contact number in wrong.

First the courier says the building is closed . I was at work and so were other people.

Then the courier came, he waited at the reception and when i was called he said he cant wait longer and just left. (this is not his problem so why should he care)

I then called 6 times and they advised the courier will still come back. I waited nothing happened. No one called me back as promised.

This is totally awful.

They charge you if you miss delivery, i bet i will still be charged. Im just a number.

The call centre and courier makes promises they do not keep.

I might only be one customer, but I have been one for 8 years.

i rely on, well relied on them.

Tomorrow, I will not be at work. Now i must also cancel other meetings to ensure i can accommodate this order.

What happened to a simple delivery request and being treated properly?

I will also explore other platforms to escalate this.

i will definitely not be renewing contracts again, in fact i will urge no one to go through this experience.

I want to express my utmost disgust at Cell C and how they handle their customers and customer issues. I cannot express how regretful I am that I purchased the phone with you people, This is the fourth time I have booked my phone in and it is sad how pathetic the service was that I received. I purchased the phone March 2017 and within 3 months of purchase it started giving me problems with software glitches the moment I entered an app it would automatically kick me out, the home screen button and back button were not working. I handed the phone to the same guy who also helped me with purchasing at the time Ryan Gertze, the phone was booked in and after 21 days it returned. The same day it gave me the same problems as before and after a few days when I was off from work I returned to the store and was upset and I handed the phone to Ryan once again, who apologized and assured me that it would not happen again, the phone was then booked in once more. Ryan then told me he is leaving to go work at Cell C repairs and that Matthew will be handling my matter, after my phone returned three weeks thereafter the same problems and now this time the power button also did not want to work, I came in store spoke to Matthew and then demanded to speak to the branch manager Shireen Scott who was not even interested in what I had to say, made as if she was listening to me and after all I told her about this being the third time I'm handing my phone in and done they could not even provide me with a proper loan phone as a paying customer I stressed my rights as a consumer and it was met with downright stinking attitude from staff and management, the loan phone was in a messed up condition with nude photos from someone who had it before me, I was so disgusted. I as the customer had to understand that they don't have a loan phone and that they can't help it if the phone comes back in the same condition it was, instead of efficiency and attention to customer needs and solving the matter I had to put up with a load of crap and still smile about the matter. The same story occurred 14 December 2018 when I was fed up with this crap a woman by the name of Nuri who told me that she works for Cell C head office and she will attend to the matter she then asked that I attach all my reviews from hello peter.com about my dissatisfaction and my paperwork indicating that this is the fourth time I am handing in my phone also go through to repairs, I stressed that I don't want the device back and want a new device and I had to write down her email address and I had to write down her cell number and then she told me when I should and should not contact her because she wont be available this day and that day and I must phone during morning hours and all this crap had to listen to, imagine me the customer putting up with all this rubbish. now tell me who still wants to do dealings with this company to whom I pay R 798 p/m including my insurance. I am sick of this crap and I want this matter to be dealt with

i went to cell c savannah mall in sept to open up a contract i chose a fone was helped ...was clear im not interested in other services they were offering ...ok time went by and i was suprised why no debits were taken and i got a shock that my services were cancelled om further inquiry with customer care i found out that the people from cell c savannah commited fraud with my account and i was paying for 3 different contracts ontop of that it was by luck that they captured wrong banking details or i would have never noticed .now the people at the store dont want to help and the manager is never available to talk, i keep paying for services i didnt ask for or use, moreover other services i dont even have ...i dont know who i must go to to sort out this matter or maybe go the legal route i dont know, called legal no answer, emailed to escalations email adress doesnt work

My tel no - [protected]

My account was scammed or hacked on Friday the 14th of Dec. I received a sms a swim swop was requested, after that 4 more sms's where there my account was signed in to. I never requested this at all. And then my account / Whatsapp / Internet was blocked, after a few call on Friday and Saturday, I was informed my account was over limit and data was send over R 4000.00...I got a limit on my account so how is this possible. To get ANY feedback from Cell C Customer Care are totally zero...I need this to be investigated, as this stage I still cannot log into my account, or got any data, or cannot use the internet.

How can anybody do a swim swop without paperwork, ID, Proof of Address?
I got a limit, so how is this possible for anybody to transfer data?
Go no ref number from the 6 times I phoned to report and try to get help from Cell C?

I got all the proof of SMS, Emails if you need this.

Please contact me ASAP to resolve this, I will have to open a legal case here and also stop my debit order.

Also all call are recorder, so please trace back Friday and Saturday. Still waiting for a ref no from the Manager I spoke to Saturday 15h36.

Regards

Adam Helberg

Hi,

I have two contracts with Cell C. Both of them were due to expire on the 01 December 2019.

In November I got an SMS from Robyn at the Cavendish branch stating that I should contact the store regarding the upgrade or cancellation of my contacts, and provided me with their Cell number, landline and email address.

On the 20th of November I emailed the store advising that I do not wish to upgrade and would like them to terminate the contract once expired on the 01st December.

I received no response whatsoever.

I sent another email asking whether the request has been submitted on the 28th, and still no one bothered responding. I then sent an SMS to the Cell number, to which again, no one responded.

I eventually had time on the 04th December to go to the store and query the cancellation (which I was under the impression was done, as that is what I requested). I was then told by Robyn that they do not cancel contracts I should call the contact centre.

I called the contact centre the next day, who told me that because I did not cancel by the 30th November, the last debit on my account will be on January the 15th. I explained to her that I did request to cancel via email to the store and I was told to take it up with the personal in store.

I called Cavendish and explained to Robyn that I just spoke to someone at the contact centre and was told that I will be debited in January again for the expired contract and asked her why no one bothered responding to my email advising me on the process. Her response to me was that the SMS she sent out is mainly for people who wants to upgrade.

I requested to speak to the store manager as someone in the store got my email and simply refused to respond because it was not a request to upgrade and rather a request to cancel. The manager was not in and I was promised a call back. I never received a call from the manager and it's been nearly 10 days. The only correspondence I received from the manager is that I unfortunately the policy is the same for everyone and they do not cancel contracts in store, I should contact the call centre.

My complaint to the manager was about the lack of correspondence from the store, which consequently puts me in a financial situation I am not able to afford as I will soon be going on maternity leave.

Firstly they are not just their for upgrades. They are there to assist customer's. If I was wrong to email them requesting to cancel why did no one bother responding to explain to me what the policy was. I don't work for Cell C, I don't know what policies and procedures they have in place. That is why they have staff to assist customer's.

If the SMS had to state I should call the contact centre to cancel the expired contract, I would of. Instead the SMS said to contact the store.

My question as to why no one from the store got back to me with the correct information regarding the policy has still not been answered. I just keep getting an SMS to contact the call centre. Even though I told them that I already did.

I have misled by the store into thinking that they could cancel the contact and am being extorted into paying another month for contracts that has expired.

Both Robyn and the store manager are there to assist customer's, yet they failed miserably. They never even attempted to understand the route of the complaint, which is the fact that they never responded to my email where I requested to cancel, with the correct information. The manager didn't even bother calling me.

I am in the last trimester of my pregnancy and cannot afford the stress that this situation has been giving me.

I hope this gets to someone that will be able to assist.

On 1 Dec 2018 I went onto the Cell c App and bought R1999.00 Data. An OTP was messaged to me via the bank, after entering the OTP code it showed that transaction went through successfully. After 8 calls to Cell C and endless time waiting for them to assist on their customer service number, i was told to take my bank statement to my local cell c store.
I have done so today with a reference number that i received from my bank to show the transaction went through. The store Mall at Carnival Cell C told me now to wait 48 hours for head office to look into the matter. It is the 7th December and im still without my Data that Ii bought and only a lady at cell C that gave me a cold shoulder. The lady Cynthia Fasi told me to leave the store now and wait 48 hours. To me it is unexceptable because I have been dealing with this matter since the 1st December. According to me Cell C took my money but in return didnt give me my Data.

Our fibre has been down since last week and I have spent hours on the phone as well as huge amounts of airtime just to be put on hold. I am at that stage where I would rather cancel my contract. This is disgusting service and definitely not worth it. Every time we do get through to somone they put us on hold to the next person and then we are back to square 1. Our contract was cancelled by Cell C even though our debit order had gone off. Cell C also clearly stipulates in our contract that written notice needs to be sent in before contracts are cancelled so how is our contract "cancelled"? Cell C now says that we have to resubmit forms and information in order for them to correct THEIR mistake. Is this how customers are treated? It is absolutely disgusting!

I have signed up our fiber package with Greencom in Oct 2017 for a 10mb fibre line at R630 per month on a month to month package for our house in Sandton Country Club Estate.

Greencom then sold to Cell C and migrated our package to Cell C, who also confirmed that our package will remain the same with no changes.

To my surprise when i checked my bill in Aug 2018, i saw Cell C is charging me R1199 for a 100mb fibre line.

I then called to Cell C Fibre Support on 11 Aug 2018 and spoke to a consultant named Odi, who asked me to forward him my original package with Greencom, which i did.

I then received an email from Cell C to say that my package is R1100 of 100mb line for a 24 months contract.

21 Aug 2018, i have received an email from Cell C, requesting me to settle the arrears, where i replied to say this is a mistake, they need to correct urgently.

I then followed up by email and phone calls thereafter every 2 -3 weeks and after 9 emails sent to Cell C, my account got suspended!

After suspension, i have called Cell C for more than 6 times, nothing has been recorded in the system and no one resolved any issues.

I have sent my termination request but Cell C refused to terminate my account without me settling the incorrect arrears!

Dear sir/ madam

On 13 December 2016 between 09:00 and 10:30 I phone customer center requesting settlement amount of my two contracts cell phones, the consultant gave me the total amount of R666.00 and R1032.67. I paid the amounts in full on the same day about 11:00 and 11:30. I faxed the proof of payment and e-mail also, but the problem the R1032.67 never had any issue but the R666.00 the deductions on my account were going through. I phoned and e-mailed the proof until I was required to pay R201.21 in which even now I totally didn't understand why I had to pay but to resolved the issue I decided to pay it.

Last week I received a notification of I'm still owing Cell C through an SMS and few days after the SMS someone phoned said she is from legal department and I am owing and she didn't disclosed the amount I am owing and now everyday I receiving notification states I am owing.

I want to state this Cell C is owing me R201.21 not way around. I need the recordings of the 13 December 2016 to prove that is amounts I was told I owe and I must settle. I

I hope the matter will be taken into consideration.

Regards

Mfundo Ndamase
Cell : [protected]
ID: [protected]
E-mail: ndamase.[protected]@gmail.com

I received a call on 15 Nov from a sales agent named Riaz, who sold me a Samsung J6+ 64 gigs. The phone was delivered to me on 19 Nov however upon checking the package it stated it is a 32 gig phone. Phoned Riaz who said "take the phone to any Cell C store and they will assist". Which I did on Saturday 24 Nov however was told by the store staff "we don't do that". My husband and I have been phoning since Monday and have been pushed from pillar to post with some people just plain down switching my calls to the Durban Call Centre. I am very unhappy about this treatment. I am sitting with a sealed box with a brand new cell phone I don't want and nobody can or must I rather say does not know how to assist. I have 3 contracts with you and have been a customer for almost 20 years? This is the treatment. I do not want this phone you sent to me and you please need to pick it up from me before I drive to Buccleugh to drop it there. What you sent me is not what you sold to me. I am cancelling all my contracts with you and will go somewhere else where I might be appreciated. Your people say they will phone me and never does. Someone from follow up was going to phone me before 9am this morning it is midnight already and this is how it goes every day. I have had it. Come fetch your phone. I am going to escalate this matter all the way to the top. I have had it. It's been going on like this now for way too long every time I do an upgrade?

Hi
On the 23rd November I received an sms for a black friday deal (Samsung's A8 on a pinnacle top up contract 90min 90sms and 500mb data for R299. ) I contacted the call centre immediately to upgrade my existing contract. The operator informed me he had to check with his manager for stock and will call me back. I found this strange as i was calling on the Thursday straight after i received the sms relating to the offer so how could there not be stock. Anyway i waited but i did not receive a callback so i called back. I spoke to another operator -Adrian who told me very obligingly that I could have the deal (strange). I spent 30 minutes on the phone with her processing my upgrade. She informed me i would receive an sms the following day only as it was a black friday deal and that my phone would be delivered within 3 days . By monday the 26/11 no phone had arrived instead i received an sms saying i was due for an upgrade. Confused as i had already upgraded i called the upgrades department and was told there was no upgrade reflecting on their system for me. Eventually i spoke to Adrian who did the upgrade for me . She informed me that unfortunately they had no stock of the phone yet she did the upgrade. Annoyed, I asked to speak to the manager ...after explaining the ridiculousness that transpired the manager expressed her apologies and reassured me that she would contact other cell c outlets and get the phone i requested delivered to me at the same price. She promised to give me feedback by the end of the day . In true Cell c form no one called back. What i was most disappointed with is that Telkom had the same deal at 50 rand cheaper than cellc but because Ive been a loyal client of cell C for over 15 years i chose to stick with the provider. Because of Cell C operators' incompetency I lost out on the Telkom deal as well (as it was also a black friday deal). My contract ends in January- if I receive no feedback from cellc I will be terminating my contract and move to another provider as this kind of shoddy service is unacceptable.

I have settled my account approximately a year on the 17.11.2017 ago with Cell C.
Account number [protected] for cell number [protected]. i have contacted Cell C on numerous occasions to update my profile with the Credit bureau.
Attached is a statement I received from a Cell C store that reflects the balance as zero. I have applied for a home loan and was declined due to the fact that my Cell C profile on the Credit bureau was never updated. I've contact numerous divisions at Cell C to get this rectified and no one can assist me. I am at wits end. Cell c is very incompetent and a franchise I never want to deal with again. I have been a loyal customer for five years and this is the service they opt to give. I need this sorted immediately.

I called customer service for assistance..as I have a top up contract ...when I recharge it allows me but unable to make phone calls as it says insufficient funds...I spoke to the first agent who said everything appears to be fine its a technical issue..got transeferd to the technical team the lady "Sne" said its not a technical team customer service should have assisted..she said I should hold the line while she's checking whats wrong ..but transferred me without communication back to customer service..I was upset by that.she lied ..then the worst agent with the worst attitude picked up..disregarded my frustrations..put the phone on the side while she was chatting to whoever while stupid me is still holding the line...transferred me minutes later after torturing me ...your agents must be taught customer service...
I'm disappointed..im angry...the streetmate attitude is revolting.