Cell C
Reviews and Complaints

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.

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.