Cell C
Reviews and Complaints

I contacted the Cell C Retention Department in order to cancel my Cell C contract, as I was not happy with my signal strength and the offer that the Cell C store in Alberton City was offering me for an upgrade. (Which was almost R1000 for a very basic package for an iPhone 7.)

I spoke to Thabo at the call centre, who convinced me that he will be able to get a better price than what the very promising competition is offering me. I explained to Thabo that I am heading overseas at the end of November and that I wanted to sort out this issue before then. (Hence the prescribed 30 day cancellation period.)

After several failed attempts to get hold of Thabo, whom promised to phone me back with a deal, I managed to get hold of him. He notified me that he was able to give me a very suitable package on Top-Up, as I am not interested in an Open Line. We then proceeded in the Deal Match and completed the Terms and Conditions. He notified me that my device was set to be delivered to me via courier.

I contacted the Cell C Deliveries Department on 30 November 2017, in order to hear if they have an estimated time of delivery, so that I can arrange to be at home at that time. The agent notified me that no Upgrade nor Deal Match had been logged onto my account. This was surprising.

After contacting Thabo again, he notified me that the Deal Match was not approved by his Supervisor, Elon Govendor, due to the fact that it was on Top-Up. This was the first that I heard of this.

This is VERY upsetting to me, as I (who has been a Cell C customer for over 10 years, ) had to spend literally hours on the phone trying to sort out this contract.

My argument: Thabo and I completed the Terms and Conditions, which I accepted. I also gave authorization for the amount to be debited from my account monthly. By law, we completed a contract which seals this deal. This emphasizes that Cell C is not in the position to decline my Deal Match, as the agreement to it was already done. If this Deal Match is not acceptable, it should not have been offered in the first place.

Therefor I would like assistance with this contract and would expect my new device to reach me as soon as possible. Furthermore, I would like to request an thorough investigation into mr. Elon Govendor's department, as all is not well there, with terrible service, poor customer relations and broken communication.

I was promised that Elon Govendor would contact me - I am expecting this call.

I hope to hear from you soon.

Regards

JL Peacock

My contract with Cell C ended in May this year 2017, I told them I wanted to cancel it, after a while trying to cancel my contract I was offered a monthly contract by them which I declined, however the agent subscribed me to this contact. I realized after 2 months that Cell C has been debiting my bank account. I have been contacting them to cancel this contract and every time I am told that they are waiting for telephone recordings, its been more than a month now and they are still debiting my account. I don't know what else to do or who I should contact.

I have been trying since early September to cancel my account. Upon further investigation as to why it didn't cancel on 22 October as was suggested by the operator, I was told that it had not been cancelled, but instead extended to October 2018. On 27 October at 9 in the morning I insisted again that it be cancelled immediately, and I was promised it would take 30mins. Now, a day later...guess what? So...I phone again on 28 October. And surprise..can't help me today, I have to try again on 30 October. I think this is getting ridiculous.

Hi Theodora,

Please explain to me why you did not do what you had promised to do and today you debited my account with the amount of R584.00

What exactly is this amount for as you collected your router and we only got the initial contracted data which is 1GB daytime and 1GB nigh time. And this contract is R150.00.

I will appreciate a quick response and I would appreciate it more if you can refund my account with the balance asap as this is my money and I need to use it for my kids!

For how long are you planning to torture me so?

See below my initial complaint on the 27 September 2017:
Good day,

I would like to lay a complaint against CellC.

On August 26th 2017 I went to the CellC Branch in Zevenwacht Mall to confirm if I was still illegible for an upgrade after I received a call from CellC but at the time declined the offer. I was advised that I was yes I do qualify for the deal 20gb daytime data and 20gb nightime data for R299 per month on the router, but the way the store consultant explained the upgrade process to me, which didn't make any sense, I decided not to take the upgrade at the store than and rather pay the contract the remaining 2 months and take my business elsewhere. On the 30th of August 2017 I was contacted by one of CellC's outsource company's agents her name is Kim. I received this call round about 9o'clock the morning and her explanation of the upgrade process made more sense. I explained to her of the encounter I had in the branch and her exact words was "The consultant spoke utter nonsense". She advised that I have R160 remaining on the current contract and if I agreed to upgrade the contract on that day for the 20gb daytime and 20gb nightime data for R299 per month I would get the data on the 1st of September and that the router will be dropped the following day on 31st September 2017 and we'll be able to use the router immediately as we will get a pro-rated amount of data for that 1 day, but will receive the full data package on the 1st of September. She explained that she will split the R160 balance in 2 for me to pay
R379 for the month of September and R379 for the month of October and as of November the 25th I will pay R299 per month for this contract. This is because I wanted the upgrade to take effect immediately.
The router was dropped the next day and we started using the router from the 1st wee in October as we were on holiday and only activated the router then. But we did not receive the full 20gb we were promised but only 10gb. I called into CellC since than on numerous occasions to query this and I have been transferred from 1 agent to another, calls has been dropped in my ear, I have been shouted at by agents and been spoke down on by others. I have not been assisted and by the 3rd week of calling in almost every 2nd day I requested that the contract be cancelled and I be placed on my old contract again to pay the remainder of the 2 months and when the contract expires I will NOT upgrade with CellC.

CellC is refusing to fetch their router from me and cancel the contract and top of this they want to bill me for this month's usage of the data that was half the amount they promised. They telling me that's because I used the 10gb. I advised them that the only reason I used it was because I was promised that they were going to add the other 10gb I was supposed to get on the 1st of September. If I knew they were not going to do like they promised I would not have used that data.

I am so disappointed in the poor customer service CellC delivers to their client. You would not say that we as the clients are their bread and butter.

Not to mention the amount of time I had to take out of my working day to speak to CellC and the airtime I had to load on my MTN sim card to phone them because I took out that contract for someone else who is using that number as their primary number and I do not have access to that number during the day and the time I do have access to that number the department I am supposed to be assisted by is closed already and nobody bothers to phone me back to assist me with my query.

PLEASE tell me that someone can help me with my query as CellC is refusing to.

Contract Number: [protected]
Customer Name: Juanita Arries
Reference number: [protected]

The number you can contact me on to provide feedback is [protected]

I WOULD LIKE A CALL BACK TODAY STILL BECAUSE YESTERDAY WHEN I CALLED I WAS PROMISED THAT THEODORA WAS GOING TO CALL ME BACK AND I AM STILL WAITING FOR HER CALL!

I can not tell you how many times i spoke to different celll c operators regarding contracts that is registered on my name and about unauthorized debit order transactions from my bank accoint. I do not use cell c network i had one contract two years ago. Cell c took over three thousand rands from my bank.Account once again this month. I am way past the point of patients now. I demand cell c to provide me with proof of contracts signed by myself as well as debit order authorization signed by me. I demand this resolved immediately.

I'm not happy at all with this network, I bought air time on the 24/10/17 you took the amount that I'm owing you then I left with cents I recharge again on 25/10/2017 you send sms that I'm owing --Your Emergency Airtime outstanding balance of R11.00 is due by 29-OCT-2017. Please remember to recharge before this date. Cell C, then I'm su prise. who borrow that amount and when and it's very painful to work with people like you, it's not for the first time you did this to me I think it's X3 now one day I call customer service the lady she didn't give me satisfied answer but the way you do guys it's a fraud I can take this further to right institutions

My ZTE router is off and on keeps saying cant connect to this network been to the store worked after for 1 hour back to square one now i regret Cell C i will never purchase from Cell c again and i WILL STOP MY DEBIT IF THIS DAMN ROUTER DOESNT WORK!》how can i pay fpr internet that doesnt work?i should have went to telkom instead this is pathetic i hope you do read this cell c

My name is jillian coetzer. I ordered a zte mf920v mifi lte router from a cell c consultant who called me to offer me the contract with cell c. I told her I was reluctant to purchase the router because I live in rispark in the south of johannesburg where we have very poor cell c coverage and I needed the router for home use only as I have wi-fi coverage at work. I was assured that there was definitely coverage in my area.
The router was delivered to my place of work on 27/07/2017. Order number: [protected]-1, internal ref: [protected].
An additional sta-cell c sim 3 in 1 was also delivered. Order number: [protected]-1, internal ref: [protected]. When I enquired about the additional sim card I was told that another contract had been opened by mistake by the sales consultant and the contract would be cancelled.
I was still billed for this sim card however.
From the first day I received the zte router, I was unable to connect to the internet from the rispark area.
I called the call centre almost daily afterwards to report the problem. I was told technicians would be sent out, was transferred to the technical department, received instructions via sms which I followed, received numerous case numbers and no results at all.
In desperation I finally went into the cell c store at the mall of the south and spoke to daniel who tried everything he could to connect the router there in the shop to no avail. He told me he couldn't help me and I had to keep calling the call centre.
I kept calling and every time received a new case number which I have records of and promises of technicians coming to my house. Nobody called or came to my house.
I eventually logged a complaint on hello peter and was contacted by derrick makhubele from cell c and told that he was now investigating the case.
I contacted him again for feedback and was told that there was indeed a network problem in my area and that I would be immediately released from the contract and that I should hand the device in at my nearest cell c branch. I was told that the current invoice would be credited.
I went back to the branch, spoke to mpumi and was told that I couldn't hand the device in there.
I then asked for an email from mr. Makhubele with an sd number sd655287 that I could hand in with the device at the branch as requested. Eventually mpumi accepted the device and booked it in on the 15/10/2017.
This morning 25/10/2017, the money was again deducted from my account!
When I called mr makhubele on [protected] he said that I still owed the money from september and the contract has still not been cancelled.
This is beyond ridiculous now. I was sold a product under false pretences that cell c finally admitted didn't work and I am still paying for it 4 months later.
Surely the entire amount of money that i've wasted on this product and service should be refunded.
Please assist.

Internet on LTE-A router off and on for last three weeks - majority of the time off.
Can't get help. Get told I'll be called back - I don't.
Was told a 'regional manager' needed to be contacted and I'd be called. Nothing.
How do I get refunded for the third of the month I've been unable to use the service?
How do I get Internet working?
Current (latest) reference number is [protected]

Kensington, Johannesburg

I have contracts with Cell C, but recently they are debit my account with an amount of R379 which I did not authorize, on the 20th of October an amount of R669 was debited from my account, as far as I know and understand the contracts I have with Cell C none of them is R379, I also fail to understand why am I not getting any statements or some form of communication from their side from them on both accounts I have, this is really affecting my account status as I have to reverse those payments because I did not authorize them.
I want a full explanation and apology from Cell C why they are debiting my account because according to the NCR Act Rules, a creditor is not supposed to debit anyone's account without their knowledge or authority and if anyone is not happy with the services, concerns must be raised.
I really hope that this matter is resolved as I cannot handle this ill treatment from Cell C

Good day

I hope this email finds you well.

On Thursday last week at 18:59 (12.10.2017) I purchased airtime through standard bank cellphone banking for the amount of R130. Today is the 20.10.2017 and still have not received the voucher . My bank advised me contact Cell C the money has been debited from my account. After contacting Cell c, the consultant said I must wait 24hours the voucher will reflect on my side, nothing happened. I contacted cell c again, spoke to a different consultant and she advised me to email them my bank statement to [protected]@cellc.co.za. I sent them them my bank statement on Tuesday (17.10.2017) and got an auto reply mail saying a consultant will contact me soon and they never did. Today (20.10.2017) I decide to contact them and spoke to different consultants, the other one said my query has not been lodged, I must resend my bank statement to the same email address. I did that then after a few hours I received an SMS saying I should return to the bank for further assistance with my recharge query. I called cell c costumer care again because the message they sent to me wasn't clear. I wasn't sure what I am going to say to the bank about this issue. The consultant said to me her manager says they will load the airtime in my account but I will be blocked from getting the mega bonus benefits. I explained to the consultant that I purchased the airtime because I wanted to get the Mega bonus benefits and why will I be blocked from getting them?. She said that's what her manager says. I dont understand why I shouldn't get the benefits because I am also a cell c customer. I am deeply disappointed with Cell c. Today is the 8th day since I purchased the airtime and I still have not received it. Its a big inconvenience to me as a costumer. Please assist

Here's is the reference # [protected].
cell number: [protected]

Regards,
Siziphiwe Matole

Our dealings are with Clayton Adams (whom has no clue what client service means) who works in the Plattekloof branch.

He signed us up and connected us, and that was the last of him, no matter that we are not actually getting the service we are paying for.

He activated our fibre via cellC on 05.10.2017. He showed us the speed test and it had great promise. But our fibre speed looks great on test, but the actual internet speed experience is worse than our previous ADSL at 10mbps that we exchanged for fibre. We have lagging on opening programs, emails and internet and apps like skype.

We even tried Clayton's boss GS Trong last week Friday, and he promised to send a technician the next business day (Monday past) and here we are, not another word from him, no technician sent, neither is he picking up his phone.

Our IT guy has checked that it's not our network or server causing the problem. I have asked Vumatel to check on their side, they claim its fine.

Now I have called, whatsapped and emailed Clayton, but no answer, no reply, nothing. It is now 2 weeks later.

We have not cancelled our ADSL and are paying double.

We are a very busy business and need proper speed to work with.

Kindly reply to this email confirming receipt, and please supply a reference number.

Kind regards,

Debbie Visser
Mitchell Properties
[protected]

After talking to three agents yesterday and three today after having to listen to a long list of mostly irrelevant options, think i counted 7 to get a person to talk to me and palm me off to the next agent...im still no closer to resolving my issue which should really not be difficult.
My request is to renew a contract that is due for renewal in Jan 2018 in Novemenber 2017. With a LG Q4 phone. I understand there will be penalties which im happy to bear.
The third agent at 17h33 last night told me that I needed to speak to Sipho in the upgrade dept that worked until 18h00 but he had left at 17h00? 1 man band?
Today i was asked to dial 084143 the upgrades dept who could still not help.
Why is this so difficult?

I recently received an astronomical bill - which cannot be true as I have a cap on my phone that Glocell has adhered to since taking over my contract. I have called their customer care so many times but they either leave me on hold or put down when they cant answer the question. I have emailed them numerous times with only 1 email reply and radio silence. I have since received an email to say they will suspend my cellphone for lack of payment but now cant get hold of anyone.

Sirs, I ventured into the Cell C shop at the water front at Cape Town and was approached by an employee who asked me about my current Cell C contract. He told me that he had contracts that were much better now and would work out much cheaper for me and I would get a much better phone. I decided this was a good idea. The next thing I knew I was being asked to pay out my exsisting contract and I had to run around to find a pick n pay shop where I could pay R1901.62 which I did. I was assured that was my old contract now completed. I still have the original receipts for this transaction. We then started to open up the new contract. Also the new Nokia phone a Nokia 5. All looked well but for some reason we needed some data so I was told it would not be charged to me but later I found that it was. The phone was opened and the person serving me entered a password and we later found it had been entered incorrectly and the phone locked. I took the blame for this to prevent the server getting into trouble and another phone was opened. All seemed to go well. I was happy with the post paid pinnacle 250 it was only going to cost me R399 per month and only a little more that I had been paying before my other bills were about R330 approx per month. Better phone and more data, minutes and sms's. Got the phone home but the wifi calling was not functioning. After more calls to the waterfront cell C and a visit where I sat for no less than 5 hours to get my problem sorted it was discovered that the Nokia phone was not able to do the wifi calling although it was being openly advertised by Cell C that it could. Nokia 6 could also not do this. I was offered another replacement phone but would need to come back at a later date. It was decided over yet another call to the waterfront Cell C manager that I could have three choices on the phone change over. I took what I thought was the better of the three phones which turned out to be a SAMSUNG J7 I had a SAMSUNG J5 on my old contract so felt very disappointed that after being with Cell C so long I was only on a J7 phone. I got the new phone after another trip into Cell C and off I went. My first Bill came in At R1138.43 which I complained about to the manager at cell C water front. She agreed it must be wrong and I stopped the payment. I told the manager at Cell C and she said she would certainly look into it. Several calls later and messages from Cell C telling me I was in arrears and if I did not pay I would be placed on bad debtors lists and would not be able to get credit. Costs would also be applied to my out standing debt. I did respond by telling Cell C it was being deal with by the Manager of Cell C in the water front but this message was not responded to. I then found that the Manager herself was not returning my calls so thought it best to reinstate the payment of R1138.34 which I did. I intended to make a formal complaint to the ombudsman and spoke with them. They said I would need a complaint reference number from Cell C. I emailed the Manager at Cell C and requested this no fewer than three times but each request was ignored. My next Bill came in and although I still had lots of minutes left and lots of Sms's and lots of data the bill was still R511.55. This upto date with all the costs and trips and calls was adding up to a hectic overall expensive and stressful change to my life. It then became apparent that my Wifi calling was not actually functioning very well at all. I also found out that my phone would NOT function on 0860 numbers. I found this out only after some one had rear ended me and I needed to call my car insurance people. The call would not go through. I also tried later that day to call my medical insurance and again the call would not go through. I then noted that although I was getting these large bills the Cell C app I had don loaded some time ago ws only showing very small amounts to pay and the *147# number was showing even less? More confusion. I then found out that even though I had good strong wifi at my home wifi calling would not connect or cut me off during a call. This I found out when trying to call my sons school to let them know he was ill and could not come to school that day. I had to use my land line because my cell phone just would not function. Using the Cell C app I requested invoices be sent to me. This did happen but then what should be a simple process of opening your invoice it became another nightmare trying to down load various programs to open the invoices. One I down loaded then asked me for a password? what password? I had lots none worked. I ended up going to Cell C at my local shopping mall to ask them to print my invoice which they did, but were not very happy about using the paper. I gave up with Cell C. I madea complaint on the Cell C app and was indeed contacted. A very pleasant man arrived some days later and I explained all my woes. He told me this service was unacceptable and I must complain and he would pass me a complaints ref number this number was [protected]. I see now that my next bill will be R411.02 still higher but better I guess. I have been told that I should switch off wifi calling that way I can first use up my free minutes. Then wifi calling can take over if it actually works. I would like the accounts looked at carefully for my payments to make sure I have not been over charged or charged for something I did not get. For Instance I was charged a pro rata for getting my new contract at the 22nd July 17 but did not have a properly functioning phone until the begining of August. actually I could argue I still dont have a functioning phone because wi fi call and 0860 numbers do not work and they certainly should I feel. I also feel that after such a period of time with Cell C where I have paid all my accounts on time and in full, save for the one I certainly queried and was supported by one of your managers. I think it would be a nice thing for Cell C to do to allow me a much better Cell Phone. I am disappointed with Cell C at present. You advertised openly a product with a phone that could at that time not function correctly. At no time was I ever told 0860 would not work on the phone and that is a serious safety matter I feel. That really does need to be put right at once . I have not at this time gone back to the Ombudsman but will keep that and this correspondence in hand if need be. Please Cell C start looking after your long standing clients. Thank you.

I applied for the phone three days ago 10/10/2017 and it has not arrived today is 14/10/2017 but I've submitted all my details to your consultants over the phone, and they said I am qualifying but still I h don't get my phone .so if the phone doesnot arrive within three days I will go to nedbank and block cell c on deducting my money at the end of the month, because I nom don't understand if it fraud or something cellphone number is [protected] I live at gauteng, benoni wattville my cellphone no is [protected]

Hi there! I have done a sim swop two days ago. I still have not available calls or sms. I cannot dail out or receive any calls. Do not have sms either. I have eft banking to be done and cannot do it as the code been sent to me via sms. My customers only calls me on my cell phone and it has been down for two days. I urgently need my phone to work. Applied on the 11 October 2017. Cell number is [protected]. If this does not get sorted now, I want you to cancel my contract with no additional costs. I am in Port Elizabeth and had to drive all the way to Uitenhage for service. Which is still not resolved.

On the 06th of september i complained here about the poor service and confusion that was provided by cell c store and contact centre.

I will not write the full story again, i don't have time to do that as i get different feedback from different departments.

My issue is still not resolved, i even reversed my debit order last month to get your attention guys but that hasn't helped either.

Can someone call me on this number [protected] as my cell c contract has been suspended

Good day,

Yesterday I was going through my Credit report and to my surprise I have 2 contract phones with GloCell. Incorrect surname and address have been used.

Please assist on what am I suppose to do to clear my name. And I really don't understand how a big company like this can approve 2 contract in one month without checking the information that was supplied to you.

Regards,
Lizzy