Cell C
Reviews and Complaints

consistently purchase data bundle from Cell C store. Last purchase on 1 November 2018 of R1999.
Unable to even download webpage as connection speed via 4GLTE is less than 30 kb / ping over 1000 for past month.
Technical and call centre unable to assist despite numberous conversations with Agnego (supervisor).
require full refund so can go to another service provider who provides better connection speed.
if no response is received by close of business today will escalate to ICASA ombudsman

I called Cell C, asking for a refund because according to them I had overpaid, I received reference number [protected] . I then received instructions to send email with proof of payment asking for the refund. I have since not received any form of acknowledgement or any feedback since. Email was sent 24/10/2018 to their email address they provided me with: '[protected]@cellc.co.za' under the subject line, [protected]. I want my REFUND!

I am requesting an email address where I can send my complaint to as speaking with a call centre is no more an option. They are unhelpfull and keep putting me through from one person to another with no resolution. I currently do not have the reference numbers with me but will draft a formal complaint on Monday. I was called early in September 2018 for an upgrade on my Wi-fi router. I in fact did not want to continue with the contract and informed the salesperson. he said that he has a great deal for me. I put the phone on speaker in order for my husband to hear as well so that we can decide together. He offered me 24GB for R149 per month. The recorded conversation will prove that I did not believe him but he said it over and over and I repeated. I in fact told him it could not be true. He insisted it is true. Now to my shock I see on my billing that it is only 3GB. Firstly I want rectification of the contract to ensure that I receive 24GB for R149 as per telephonic conversation alternatively I will approach court for specific performance from Cell C of which you will be responsible for my legal fees as well. I have already consulted with my Advocate (as I am a candidate attorney). This is misrepresentation of a contract, fraudulent representation and the doctrine of vicarious liability will apply . Please provide me with a email address for the legal department of Cell C in order to formally lay a complaint with all the details of the telephone conversations. Kind regards Christel van Dyk. The main cellphone number of the contract is [protected]

Hey there.

I'm ATM Nkala. From Nelsprit in Mpumalanga province.

Last year of 2017 around October - November I went to CELLC store at riverside mall, to get a contract phone of iPhone I did got it and early this year towards the end of February I went to store to ask for my settlement balance and immediately I've settled it and submit the receipt to the consultant that was done on another branch at ILanga Mall. I was advised that they're no longer sending the receipts and letter of termination of contract from me immediately after the settlement I must come back in two to three days. Off which I abide to that despite my busy schedule, and that time I went back to riverside mall. Whereby I was helped by consultant named Ms Khulane. I've given her my receipts as a proof of payment and the letter of termination of contract. Bear in mind that is still during February.

She did send and said to me that the system is low she'll do it later I can leave it to her. Due to the fact I had to go to work I left it with her and she promised to call back. She didn't call back but because I took her cellphone number I checked her on what'sapp if everything went well. She give me her words that she has managed to submit the document. (The screenshot of WhatsApp conversation will be attached)

I've settled down till the end of April or may my bank account was debited by Cellc and even worse the amount that I wasn't even paying before I terminate the contract. This happened so many time whereby it was sometimes was twice a month but I was always disputed the money bank into my account and I send a query to CELLC website and I even went to the store to find out no one has ever helped me I've spoken with thousand consultant of CELLC over the phone and emails but no one has ever helped me. In the store the manager promised to investigate it. And that he'll come back to me but he has never come back to me when I get to the store the same Ms Khulane acted surprised that the manager has resigned and he didn't mentioned anything about the case and he didn't do nothing abut the matter. Patiently so I've informed the new area manager about my matter and he took it back to Ms Khulane and I was told that they'll ask to the finance department what happened and they'll call me back but no one from a store has ever called me back even Khulane nor Mr Jornadan the area manager. I'm the one who has to call with my airtime, send the ea, it's to their website with my data, go to their stores with my money but they've never had an interest to solve my problem.

The question here that they fail to answer is why on their systems it shows that the communication of terminating my contract was received to the finance department during March whilst I've send it on February. Secondly why the amount now is more than the amount I used to pay during my contract.
Thirdly why my bank is being debited after such a long time while I was at comfort zone that I don't owe anyone.

The sad part this whole thing now the store ha handed over the case my financial reputation is being destroyed over something that I don't know and even whilst I've logged the complain in lol ways I can.

I don't know if I'm being crucified to support the store or what. Everyday when I call to the store I'll be told that they'll come back to me but they have never been.

On the 19/09/2018 the below was added on hello peter and there after the device was collected on the 20/09/2018

I upgraded my contract on Friday the 14/09/2018 telephonically to the Apple SE. I told the consultant that i wanted a Rose Gold hand set and if they did not have the Rose Gold handset i will wait till they get a Rose Gold but in the mean time they can activate the contract. On Monday the 17/09/2018 i received the handset but on the invoice it says space gray, so i did not open the package i called cell c immediately as courier did not want to take it back. The call centre agent advised that i needed to call back the next day to book the collection since i just received the handset. I called them at just about past 8am on the 18/09/2018 but they only booked the collection in the afternoon 18/09/2018 ( this is what i was told when i called in today 19/09/2018) Today i was also told that i must wait 3-7 working days for the phone to be collected and another 3-7 working days before i receive the correct colour handset.

I do not think that this is customer service, why should i wait so many days when this is not my fault. If yourll did not have the colour then if you were customer service orientated you would have called to advise that you do not have the colour.

The only reason i upgrade telephonically is because i do not have the time to go into a store.

I do not think that i should be forced to take a colour phone as Cell C is not giving the phone to me for free i am paying for it and i have a choice as to what colour i would like.

No feedback was received after sending the device back hence on the 01.10.2018 the following was posted on hellopeter (cannot get answers so no choice but had to go through hello peter :

Good Day Theodore contacted me on the 21.09.2018 and said that they will wait till they receive the device thereafter send it back to the person that invoiced it so that they can invoice the correct colour of the device. When i tracked the parcel online i saw that it was received on the 21.09.2018 at 9am but i have not heard from Theodore since that day. I have called 084 145 and asked to speak to Theodore but they said that they cannot transfer the call and that they will send her a message to contact me. She still has not contacted me. I have called again today 01.10.2018 and the agent said he does not know who Theodore is, so i said its the department that deals with the hello peter complaints, he then said that i should wait to be contacted again. So i said that i would just put a complaint again on hello peter, the agent said ok. The agents have a dont care attitude. Please can you provide me with an update regarding my device. Kind Regards Trisha Chetty

On the 19.10.2018, another post was put on hello peter :
Good Day Can i have an update regarding my handset ? Kind Regards Trisha Chetty

On the 23.10.2018, another post due to no feedback :
Please can Theodore contact me with regards to an update on my device ?

On the 26.10.2018 due to no feedback another post :

I have to keep coming on Hello Peter to place my request since Cell C does not call back they cannot transfer the call to the people that are handling the query. I placed a comment on Hello Peter on the 24th of October. To which reply i received was that be in expectation of a call from Cell C. Yesterday the 25th i replied to that comment asking the turn around time for someone to contact me. I did not receive any response so once again i had to write a new review.

I know Cell C has a dont care attitude towards its clients and its doesnt bother them about any complaints. I would like an update today regarding device. I do not want to hear that yourll do not have it in stock, it now over a month. I want to know when this device will be delivered to me.

On the 29.10.2018 due to no feedback :

I am still waiting for someone to come back to me with feedback ?

On the 29.10.2018 due to no feedback ;

Still no feedback, it seems like this platform of hello peter is not working, do i need to go to any form of media ?

This is really disappointing to have to keep following due to Cell C not interested in its clients. The service is disgusting and there are no words to describe the way i feel about dealing with Cell C anymore.

I just want my query to be resolved as soon as possible.

Kind Regards
Trisha Chetty
[protected]

It has now been 4months of numerous visits to stores, contact with call centers and headoffice regarding my billing.

Since cell c has taken over all of glo cell clients it has been a nightmare, for the two years that I was a glo cell client I had no issues with my top up contract, and since it has moved to cell c, my line has conveniently become an open line and my installment almost tripled with out my acknowledgement.

My account has been debited every 2 weeks with a different reference costing me R40 each time to go and have transactions reversed.

I am ready to take this matter further as I have recieved no satisfaction in the last 4months from not a store level, call centre or headoffice level.

Cell c is owing us money and debits have been taking place with out our consent on numerous different dates, and is ofcourse affecting our credit ratings.

April - October 2018
[protected] / [protected]
Although payments are made on time and proof of payments emailed to relevant departments, my accounts have been suspended every month, MORE THAN ONCE, since April to date!

I have to phone every month, explain same story every month to various people, email proof to various other people besides the usual email.

This month have so far been the worst! No service from 1 - 15 Oct even with proof sent to relevant people as requested, then no response after sending the emails! I have to once again phone, resend emails, and then payments are still not allocated by 23 October, and AGAIN suspended by 26 October!

I've been loyal custome for 16 years, but after this? NOT a chance!

I paid my cell c balance 2 years ago and on my credit score which I recently checked it shows that I owe them R4000 which I PAID. This has brought my score down and they have black listed me and I CANNOT GET hold of the legal department. The phones are always busy costing me more money and time trying to resolve this issue. Next step is taking this further if no one can get back to me and resolve this!

My contract AC LABUSCHAGNE [protected] Data Number [protected] Account [protected]
I had a 2 year data contract which was due to lapse end April 2018. I got a call requesting a renewal. I did not want to renew as the fees would increase with less Gbytes. Two weeks later another caller phoned making the GBytes better at R199/month It was more acceptable to me. My monthly deduction instead of R199 became R320 +-. I lodged a complaint of illegal deduction of R104.40 for "content services" which I did not request or agree upon. 27 September I spoke with an Aretha who said she would request credit for the illegal R104.4 deductions from the start of the new contract date. Meanwhile I twice stopped and reversed payments of R320 +- until issue would be resolved. Beginning of October 2018 I received an account for R200.74 which is acceptable BUT previous R104, 40 overcharges are still due to me from Cell C. This amounts to 5 x 104.40 = R522.00 I DO NOT WISH TO CONSULT PER PHONE WITH A CALL CENTRE AS SENDING AND RECEIVING AUDIO IS NOT CLEAR AT TIMES. MY EMAIL ADDRESS is " [protected]@gmail.com "

On 16th October 2018 I did an upgrade on my 2 contracts with Cell C, only one was upgraded to the new contract, the other one was not captured by the consultant Bonga, I have been phoning non stop since then to try and get this issue resolved, to date nothing has been done, the floor manage Knowledge, Bonga, and the Admin Department who is supposedly responsible for activating this can't find it on the system...everytime I phone, taking time out of my working day, I get told by Bonga and Knowledge that it will be sorted by end of business today, well that has not happened, so this morning 25th October 2018 I yet again phoned, when I asked to speak to Bonga, consultant Sipho was very very rude and told me they will phone me, even though Sipho indicated that Bonga was sitting behind him and available, he refused to let me speak to Bonga, I am still waiting for Bonga or Knowledge to contact me. This is typical Cell C, bad pathetic service!

i sent the money to my cell c contract account by mistake also debit order debit so i called cell c costumer care the day i sent money the guy that pick my phone i told him that i sent money to my account by mistake and i have typed a letter and also attached the proof of payment i want to send it to request for refund the guy told me that the is no need for me to send those document i must call again after some few day when the money is reflecting, i called again to launch a dispute for refund it when fine they said i must wait for 7 working day i will get my money when i call them for follow up their telling me that i must know sent them the document i wanted to sent them first day This is really playing with me even today i'm still waiting for my money even today i really regret to take contract with cell c, but it part of learning but i will try buy all means to tell everyone about how cell c work with people as from my side non of my family member, everyone close to me will ever choose cell c. the way their stressing me i'm even thinking of blocking everyone who is calling me with cell c number. i did though any one will do something like this with my money i working very hard to get my money some time i even fell like i can stop paying and get blacklisted it does not start with me.

I paid off my cell account two months ago and requested my ITC (transunion) to be updated. To date this has not been done. Every time I follow up I get the response "we will follow up and revert back" and I don't even get a call or email. Trying to get through to the legal department is like banging your head against a brick wall. I have asked that this be escalated and a managers details provided they refuse to do this. I have the screenshots of the chat to prove this. I also still get SMS'S and emails saying the account is outstanding. Complaint is now going to be sent to icasa and the CPC. And I am considering legal action.

In my August 2018 account I noted that an amount of R520.87 for the purchase of a 10G data gift bundle purchased on 14 August. I previously had the same experience with 5G data gift bundles being deducted from my account and when I enquired with Cell C the purchases suddenly stopped. I enquired the 10G purchase on 1 October, received a phone call which was an absolute waste of my time as the consultant did not even know what my query was at the time of calling me. In an attempt to resolve my query I had to hold for over 20 minutes. He concluded that Cell C did not know to whom the gift was sent, but as this appears on my invoice it had to be purchased by me. I obviously did not accept that response and he escalated the matter to another department to investigate further. It is now three weeks later and I have not had any further response from Cell C.

As I did not purchase a 10G data gift bundle, I would like this to be refunded. I also would like Cell C to refund all the 5G gift bundles that they deducted illegally from my account in the past and I would like confirmation from Cell C as to who is hacking my account or why these gift bundles are purchased by making use of my account.

ast year of 2017 around October - November I went to CELLC store at riverside mall, to get a contract phone of iPhone I did got it and early this year towards the end of February I went to store to ask for my settlement balance and immediately Ive settled it and submit the receipt to the consultant that was done on another branch at ILanga Mall. I was advised that theyre no longer sending the receipts and letter of termination of contract from me immediately after the settlement I must come back in two to three days. Off which I abide to that despite my busy schedule, and that time I went back to riverside mall. Whereby I was helped by consultant named Ms Khulane. Ive given her my receipts as a proof of payment and the letter of termination of contract. Bear in mind that is still during February.

She did send and said to me that the system is low shell do it later I can leave it to her. Due to the fact I had to go to work I left it with her and she promised to call back. She didnt call back but because I took her cellphone number I checked her on whatsapp if everything went well. She give me her words that she has managed to submit the document. (The screenshot of WhatsApp conversation will be attached)Â

Ive settled down till the end of April or may my bank account was debited by Cellc and even worse the amount that I wasnt even paying before I terminate the contract. This happened so many time whereby it was sometimes was twice a month but I was always disputed the money bank into my account and I send a query to CELLC website and I even went to the store to find out no one has ever helped me Ive spoken with thousand consultant of CELLC over the phone and emails but no one has ever helped me. In the store the manager promised to investigate it. And that he’ll come back to me but he has never come back to me when I get to the store the same Ms Khulane acted surprised that the manager has resigned and he didnt mentioned anything about the case and he didn’t do nothing abut the matter. Patiently so Ive informed the new area manager about my matter and he took it back to Ms Khulane and I was told that they’ll ask to the finance department what happened and theyll call me back but no one from a store has ever called me back even Khulane nor Mr  Jornadan the area manager. I’m the one who has to call with my airtime, send the ea, it’s to their website with my data, go to their stores with my money but they’ve never had an interest to solve my problem.Â

The question here that they fail to answer is why on their systems it shows that the communication of terminating my contract was received to the finance department during March whilst I’ve send it on February. Secondly why the amount now is more than the amount I used to pay during my contract.
Thirdly why my bank is being debited after such a long time while I was at comfort zone that I dont owe anyone.

The sad part this whole thing now the store ha handed over the case my financial reputation is being destroyed over something that I dont know and even whilst Ive logged the complain in lol ways I can.

I dont know if Im being crucified to support the store or what. Everyday when I call to the store Ill be told that theyll come back to me but they have never been.

I was in cell c store today at around 1pm after I have called yesterday and the consultant told me that they will have a Friday special of Huawei PSmart. I was there to upgrade my contract and there was a special of Huawei P Smart phone for R219. After the sales consultant scanned the phone, she told me that the phone was no longer R219 but it was on it's normal price of R269 she then told me that the special was only for 300 first customers but the pamphlet didn't state that. Due to desperately I took it with that R269 but I'm not happy, can you pls take your phone and cancel my contract.

Date of Incident: 14th of October 2018

I received an SMS from the repair centre on the 12th of October to advise me that my phone was back at the place I booked it in for repairs which was Cell C East Rand Mall.
When I went there on the Sunday the 14th of October nobody could find my phone. One of the ladies was very rude (Busisiwe) and just said they don't get repair phones on Friday after I showed her the message received, if the phone was not sent back the message should not have been sent to me. The other lady that we helping me (did not get her name) said she would phone me back as soon as the phone was there but nobody did. I had to phone on Wednesday the 17th of October and still nobody could find my phone because the person that signed for it was on training. I was then told to phone back in the morning which I do not think is really customer service as I have wasted my own time and money phoning and going to Cell C with no luck. On the 18th of October I phoned again at my own cost to check if the phone was there after a couple of minutes being on hold I asked the lady to phone me back. The lady that assisted me actually phoned me back and finally my phone was found.

I am not happy at all about the way I was treated and that nobody bothered to phone me back to tell me that my phone was there. I wasted petrol, time off work and airtime looking for my phone and finally got it back a week after it was supposed to be ready for collection.

This is totally unacceptable and I will not be going back to Cell C East Rand Mall anytime soon.

Sonica

[protected]

Good day. I refer to my case no: [protected]

I had 2 contracts with cellc for past 2 years and was debited for these contracts
cell: [protected] [protected]
I upgraded and was told about a 3rd sim card - my query was that I never used the 3rd sim card as I never received or was not aware of it.
I was told that I cannot be refunded after agent request an affidavit
I am verrryyy unhappy and feel cellc needs to somehow compensate me as I have been paying since 2017 - what happened to all the dataairtime that I have been paying for. I feel cell c needs to listen to their clients - I do not want to proceed to HELLO PETER hence my attempt to contact your ombuds office
my contact [protected]

Good day.

On 28 september 2018, I went to the highveld mall branch to upgrade my contract. We then went over to the top up option - we asked the lady what will the fee be for this, and when will the new fee be affective, she then said end of october the new fee will come in place, and there is no fee for the upgrade (switching to the top up), I then checked my balance and saw almost r400-00 more than every other month. I phoned the customer care and spoke to benjamin - he said that is the fee for the "migration" of the contract I then explained to him what the lady said after which his response was "go sort it out with them I can not help," the higveld mall is our closest branch - also being a few kilometers away from my work or home. So now I must go there just to get no help once again? If this is the service from cell c please inform me how to go about on cancelling all 3 my contracts, as well as my husband's two contracts as this is not service at all. I lodged a complain on resolver last week - I received a response they will contact me within 3 - 4 working days - nothing up to date had been done about this matter. I feel this money should be deducted from the lady that said there will be no fee's regarding the upgrade/migration at highveld mall. I will not go back there for this matter as they do not give the needed customer care.

Please refund that amount on my account or send me the process of cancelling all our contracts.

Regards

Mc kriel
[protected]

Good day.

I have been pushed from pillar to post since the 1st October when I initially was given incorrect information by your team Leader Katlego Mohale.

He advised that the Shoutout bundle was no longer on promotion and it was discontinued. This was after I had purchased the bundle. I then went on to purchase 5GB For r400. After Not receiving any feedback on my query I decided to call back on 8/10. I was advised that I was credited with the 4GB Data(shout out bundle) and the 5GB which I had purchased, I was upset as I do not require so much of data and I was not advised that the 4GB was credited to me later on. I requested to speak with Katlego.

Katlego advised that he understands that there was an error on his path as he misinformed me and he would log a query for me to be refunded for the 5GB as I did not use it. He said it would take 24-48 hours. No feedback was provided until I called back today - 15/10. Today he has another version of the story and says he will log a query. Cell C's Service has been terrible over my last few encounters.

Kindly deal the matter ASAP. Katlego said I would receive a sms with the query number but I still haven't received anything.

Will I need to resort to Hello Peter in order to get my refund? My time is being wasted each and every time I query. I have called in over 3 times regarding the same query which is now going on for 15 days….

Disappointed Customer
Naazneen Allie

good day. more than a month ago a had a complaint where we took my daughter's phone to Zevenwacht mall for repairs. There the lady said she cant help becuase of a system problem. I laid a complaint and was called by one of your guys. He said the problem will be sorted but up till now no problem has been sorted.

We took the phone to Soneike Mall the same day. Was helped by Nikki-Leigh Cloete and she booked the phone for repairs. I phoned her today to ask where the phone is and she said is by C-Surance. I must phone them and she gave me a booking nr WPCAP289692. She cant see where the phone is

I phone and spoke to Joseph from C-Surance which tells me the phone is just book in and not repaired yet. he ask if the shop filled in claim forms which they did not. Had a very bad attitude,

Phone Nikki-Leigh again at Soneike and she got the nerve to tell me thats not a problem she will send me the form.

I want a phone within the next day. My daughter is on college. With the life outside i need to know where she are. She uses the phone to search schoolwork on internet.

I dont care where they gonna get it. this is to much now. Urgent feedback. If you cant reach me at [protected], call my wife Samantha [protected]