Cell C
Reviews and Complaints

I gave notice to Glocell in January 2017 to end my contract when the 24 months expired end February 2017 for number [protected]. Months later, I found out to my shock, that they kept on debiting my account. Dozens of tickets on their website were ignored. When I phoned, the Clocell Call Center lady told me that she could see that I indeed cancelled my contract and that she will see that her supervisor pay back the money that was wrongfully taken from my account after cancellation. Now, months later, Glocell keep on stealing money from my account for the cancelled contract for number [protected] (I have also another contract), and they refuse to answer my e-mails. Every month I must go into the bank and reverse the illegal /cancelled debit order which they use to steal money from me.

1. When will Glocell honor our cancellation of contract of February 2017?
2. When will Glocell pay back the money they stole from my account after cancellation?
3. When will they start to answer my e-mails?
4. Glocell is the worst when it comes to client service. In fact I received only promises and nothing more.

Ludwig
[protected]

I signed up for the Cell C Fibre wifi contract R850 per month, free router and free installation on the 24 July 2017.

Details:
Name: Jessica Frost
ID: [protected]
Contact: [protected]
Order Number: [protected]
Delivery Reference: CELLC11397027

Two weeks later the router had still not been delivered and the technicians had not been in contact. Karabo Makhudu was excellent in resolving this issue and the router was then delivered. But then a week after the delivery I had still not been contacted by the technicians.

I contacted Karabo Makhudu again after this and I was told that Cell C is not mandated to install fibre in my area, despite having my address from day 1.

I subsequently cancelled my contract on the 21 August and was told I would be refunded.

It is now the 4 September and I have still not been refunded the R850.

I expect this matter to be dealt with within 7 working days otherwise I will be taking this matter up with The Independent Communications Authority of South Africa (ICASA).

To whom it may concern,

I have been a Cell C customer for more than 5 years now, but I am very disappointed in the 3rd party insurance that Cell C is selling called C-Surance. I hope you guys can sort this out, because they are giving you a bad reputation. You can't sell a service that does not work. I am not a person to complain. I have given Cell C and C-Surance more than enough time already as I have been waiting since July the 15th 2017 until today (4 September 2017) for C-surance to process my claim.

On the 13th of July 2017 I lost my phone. I immediatly called Cell C to stop my sim. I went to the Cell C Centre in Buccleuch on the 15th July 2017 to blacklist my phone and submit my C-Surance claim form. The consultant said C-Surance should call me within 24 bussiness hours. I waited until the 15th of July 2017 for C-Surance to call me, with the Cell C consultant sending them multiple e-mails in that time span. Does not help to call C-Surance either as they never answer, even if I stay on the line for 20 minutes.

Finally C-Surance said my claim was pending because there was no SAPS case number, I was not told I needed one in the first place. Secondly, they said the phone was not blacklisted. I submitted a blacklist form when I submitted the claim form on July the 13th.

So I went to SAPS and got a case number, the consultant sent them the blacklist form and sent them multiple e-mails and CC'd his managers as well.

Still have not heard a single word from C-Surance, via email or phone, absolutely nothing at all. I am hanging in Limbo. I don't know if my claim is processed or pending because they need more more documents? Because they don't communicate with me. And if they need more documents or information it will delay me even more because they take so long to tell me and then I will have to wait again.

Come on guys this is supposed to be a proffesional bussiness with proffesional services offered to it's customers. I am not feeling any of it. If there is problems they should let me know so we can get this processed as fast as possible. But how can you let a customer wait a month to let them know there is a problem? If there were problems I wanted to know within 24 bussiness hours as you guys promised.

I am paying about R260 p/m for my C-surance, and there is no service. I am paying about R1000 p/m for my phone witch I don't even have. But I still have to pay it until the contract is finished. Will you guys give me a new phone after my contract is finished? I need my phone now for my work.

This is unacceptable. The poorest service I have ever recieved and I am still paying for it every month.

Someone please just help me to resolve this. I will appreciate it.

Ticket number is 931647.

I renewed my contract at Cape Gate GloCell shop on Saturday 19 August 2017. The shop assistant Joanne checked on the system and ordered a Samsung S8 phone for me to be delivered at my delivery address in Pretoria, as I was leaving Cape Town on 21 August for Pretoria.

I told her the delivery address was in Monumentpark, Pretoria and that I will make sure that I will be at home for the following week, as she promised me there is a phone in store in Johannesburg, ready to be delivered.

By Thursday she contacted me and told me, the phone arrived in Cape town at their shop and is ready for me to collect. I told her I am already in Pretoria and will not return to Cape Town and will leave for Doha Qatar on 2 September 2017. She promised that she will try and send it back before Friday 1 September. I called the shop on Monday and Thursday to hear if she sent it or not. She wasn't available. She called me back on Tuesday 29 August and said that she will still see what she can do or then either cancel the contract. On Friday 2 September she told me that the phone was given to another person, and that some one made a mistake!

I cancelled the contract because I left the next day for Doha. I was very disappointed, as I have been a customer of AutoPage and now GloCell since 1997. Both companies really disappointed me, and I can't seem to get cancel my original contracts!

I suddenly discovered that I had emergency calls only on my phone, phoning cell c did not help as they just told me they cannot help me. I then whent to a cell c shop, where they told me that I did a sim swop, well I did not authorized a sim swop, so who give cell c permission to do a sim swop. I would like the persons doing that, paying for fraud. I also want tone refunded for with the amount that I had to pay for another sim swop. I also want to be refunded for the unconviniane s I went the. There should be more checks and balance in place to prevent your personal to do this.

I have had 2 contracts with Glocell, I have been lied to and there have been unauthorised WASP subscriptions which cost me around R1500 per month on both lines. The service is non existent, they tried to give me a second-hand phone when I had an insurance claim, they tried everything not to pay and eventually they did, It took almost 2 months to conclude the claim.
DO NOT USE THIS COMPANY !

Where do I start by elaborating on the pathetic service of cell c surance as well as cell c themselves? This should be the second time that I am complaining about the pathetic service... it looks like that if I dont post here, everybody shows deaf ears. I have a ticket number for reference: 540871. I do not have the time and energy to yet again explain my "wonderful" journey with cell c, but what I can say is that during July this year when I complained about me waiting for my phone to be repaired since last year june, they were so kind to phone me immediately regarding this problem. All went well for a while, and then when I wanted an update in early August, I emailed back the lady two times to give me an update from cell c surance. Well I am still waiting on a response! I then decided to phone cell c surance, again waiting on the line for like 15 minutes before they answered. A lady assisted me and she couldnt even give a straight answer about where my phone is. She put me on hold for app 15 minutes, only for a man to come back and responding on my query. Now they want to know from the cell c store where I booked in my phone, exactly since when it was booked in as my simcard was unactive since June last year. I was like what the [censor] man my phone was paid for done and dusted for repairs in April and NOW they come with this [censor]?well I said no its fine ill contact the cell c store and advise them to send a letter to cell c surance with that information. I spoke to a gentleman there, he advised me to email him which I did, I am still waiting for a responce since last week thursday after I followed up with him to see why is this taking so long. Long story short. I refuse to go into cell c store to sort out this [censor]. I feel that this is cell c's job to do this. I refuse to buy more airtime to call the stupid cell c surance who takes forever to answer. Im really tired of the dissapointing service. Just fix my [censor] phone the damn thing has been paid for in April this year already. Please email me I am ln a training course and might not be able to answer the phone. I await someones urgent call or email as this has been taking way too long. Over a year. Now that you call great service.

My number is [protected]
Email: [protected]@gmail.com

Dear Sir / Madam

Re: My account nr is AP-0103330

I am very aggrieved with Glocell customer services, I can’t even sent send an email to customer support . I sent numerous e-mails of proof of payment only to get undelivered mails, stating that Delivery has failed to these recipients [protected]@glocell.co.za.
Glocell is the worst "company" I dealt with ever. My cellphone they suspend it and never answers queries. You can call all the numbers, but unable to get through to anyone on the customer support number 0841234. I was told to call this number [protected] and I have been given a reference number (EDPV-[protected]). I have called the this number since beginning of July and quoted the reference number only to be told they unable to assist me and that someone else will call me back, which is never the case.
I seriously want this contract to be terminated. I am paying the monies outstanding and then I want nothing to do with Glocell. Please send me the Cancellation Form.

On 7 June, I did a early upgrade(2months before expiry of previous contract) to pinicle 250, which included 250mb, 250 min, 250 sms, as well as an aditional 250 min and 2gig of data for R349/month, including Samsung cell phone. Immediately my new benefits of 200mb, 200min and 200sms kicked in and I lost previous benefits loaded on 1June. I have been with cell c for more then 10 years and know how upgrades works. I noticed this as well as the full upgrade benefits did not kick in and questioned it.I was first told that the full benefits will only kick in by the end of previous contract and that extra benefits only comes with phone, which I have not received, but I was still liable for full payment! I phoned again the customer care line and it was confirmed that my upgrade was done incorrect and feedback will be given, ref.[protected].I also requested for upgrade to be cancelled as still within 7days.I requested to be put back onto my old contract, but I was advised on 19 June that cell c dont offer it anymore, so I will be billed R226/month until end of august, then I could do upgrade again.At the end of June I was still billed R226, but by the end of July I was billed R644, reason being pro rata billing for June as well as Julys full prescription and R109 for phone on previous contract.For July and August, I received 250 mb, 250 min, 250 sms only.For August I am going to be billed R406! I did more queries and told various call centre attendants about the faulty upgrade and what was I was promised to be billed, but every time I hear something different. Another query was loaded ref [protected] and [protected].On the last feed back I was told that cellc's policy has changed and that apgrades are done that way nowand that I was still liable for full payment eventhough I did not receive full benefits! I was now being charged R299 / month for 250 mb, 250sms, 250 min, without the 2gig and extra 250 minutes as was agreed upon, and I did not receive a new cell phone. I contacted the upgrades department a few days later and asked how does an early upgrade works, than I was told that the new benefits only kicks in by expiry of previous contract and that my upgrade was done as a migration! Why are the staff at call centre not trained well, now me as a customer must pay for their lack of knowledge, its just unacceptable!

I received my normal CellC bill this month. R 2, 108.27 was added for "Content Services" to my one number.
I called to query. I spoke to the following departments SEVERAL times, over more than 3 hours:
1. Customer Service.
2. Customer Service for Business.
3. Technical.
4. Technical for Business.
5. Contracts.
6. Contracts for Business.
After several "cycles" of one transferring me to the other and INSISTING that the "next person will definitely help me, " I got no joy.
I NEVER received ANY marketing, advertising, promotions or offers to join any WASP services. I was not even aware that they existed anymore.
I NEVER received ANY confirmation request from CellC, confirming my interest to join them.
I asked SEVERAL people today, to provide me with electronic (SMS, MMS, Digital Messages, etc) PROOF that I subscribed to any such services, including the IP Address I did so from and the Cell Phone Tower I was connected to when this happens.
NO ONE can help me.
I was told to dial *133*# to "stop all subscriptions, " but I am only able to stop FUTURE subscriptions - I cannot CANCEL any current ones.
After some of my effort (via *133*1#), I learned that no less than NINE WASP services were "subscribed to" in July, being:

1. TC Aloe cc0861106472 sexy-zoom.com T&C 40852 ZA
2. Republic Response Phonemundo 32683 ZA
3. Crazy4media Crazy4media 4991 LM Sexy
4. Crazy4Media Crazy4media 31845
5. Quantor iPlayBits GameClub
6. TC Aloe MaxiFan 44767 ZA
7. Globway Domi Downloads 31217 ZA
8. Mobivate GameStore R30 –ZA
9. Liberty Everly Silver

None of my efforts to get confirmation of when, where and how I subscribed, my efforts to STOP all subscriptions and my demands to know the specific technical details requested have gone answered.

There was a misunderstanding regarding the payment of the installment for Cell C However the amount was paid up in 2014 and CELL C has not updated this on the credit bureau as yet and we are now in 2017. Trying to contact the legal department for 3 days now and there is no answer and no one can assist me at the customer service contact center, we have applied for a bond and it was declined because of this. I have called about 3 times now to request them to update this and it has not yet been updated! Cell C service is honestly pathetic, once my contract is ended I will never use them again. This is affecting our lives negatively and no one seems to care at Cell C. Even their staff is incompetent. I am beyond annoyed and is now considering legal action.

Good day

I trust this email finds you well.

I am not happy with the level of service I was given today -

I received an sms on the 15/08/2017 stating that I would be handed over due to an arrears amount of R784.94

I immediately phone customer care and talked to a lady, as I was not aware of any arrears. She confirmed that the sms that was sent out was in error and told me I had nothing to be worried about. So as usual my eft payment was also made on the 15/08/2017.

So today, 25 Aug. 17 I received yet another call from your call centre stating that I am in arrears and asked me when payment of arrears will be made. I was not aware for which month this had happened and the lady just bluntly asked when payment will be made. I became overwhelmed with anger as the level of service and manner she was handling the situation and me, as a client was NOT ON!
I do apologise for this though. Here I though the matter had been resolved, clearly not

I think you need to make sure that the call centre agents always make the relevant and important comments on the system when a client is called, so when a different agent logs on to a profile the notes and comments will be clear and all agents will be on the same page on clients profile. This is crucial and will save one a lot of heartache or anger.
I work with call centres too and this type of info is crucial.

Kindly see attached proof of payments made for February, April & May. I never received a statement for March as I upgraded my contract in March. I was also advised that billing will then take place in April (accumulate) when the switch from vitality mobile to cell c was done. This was also the time that Vitality mobile informed me that my contract will go back to the normal cell c contract.
I assumed payments for March were then included in statements for April / May as the amounts payable were also higher than usual.

I am not a difficult person and have been a loyal client for a couple of years now.
I would appreciate you to look into this matter and resolve it as a matter of urgency.

I will also not be held liable for payment – why would you contact me 4 months later? – why was services never suspended in March when payment was not received? and why did nobody phone me then to request for payment or to make an arrangement or to bring this under my attention.

I think its poor, and unprofessional. Please see what happened in the period of March /April when I upgraded and vitality mobile switched me over to the normal cell c package.

I am not at fault here.

Please keep me in the loop of your investigation and Please provide me with the necessary feedback as soonest.
I expect you to call me on Saturday 26 August. I Want feedback.

I trust you will find the above in order.

Regards

Nicky Ras
[protected]

My Fraud upfrade was done in July 2016 I contacted them immediatley and they have still not credited my account yet they have debited it with over R4600 It has also costed me Thousands of Rands of Aitime as I am using my Vodacom number [protected] On the 30 June 2017 Lerato from the call centre contacted me to say that the upgrade reversal has been done and that my account will be credited. please see attached email confirmation. this account has affected my credit rating and is prventing me now from receiving a home loan.
Does glocell really think that this is all a joke.
I have spend more than 3 hours on the phone with Glocell in the past two days and cannot get hold of credit control. I have put a complaint on Hellopeter with all the details and the response I received was PLEASE SEND ME MORE DETAILS. what exactly should I send through is this not enough details below

From: CustomerSupport [mailto:[protected]@Glocell.co. za]
Sent: Friday, 30 June 2017 12:53 PM
To: Regan Naylor
Subject: Fraud query - [protected]

Good day

Thank you for contacting Glocell Customer Support,

Apologies for the late response, IT department to reverse the upgrade and the credit control to calculate any refunds if there are, reference is: [protected].

Should you require further assistance please do not hesitate to contact our Customer Support team on 0841234

Regards
Lerato

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Affinity Network phoned me on behalf of Cell C saying they will reduce my monthly bill to R99 from what i currently paying.
Sales rep said that i will pay less so agreed just to find out that this is an additional contract to protect my phone and my monthly cost to my Cell C bill will stay unchanged.
I believe the sales rep was not truthful about the product and should from the start say it will cost an additional R99 a month to my current Cell C bill and not disguise the truth will clever words and half lies.
I do believe this must be reported and how many other clients will they catch on the above skeem.

Good day, we are having problems with cell c since the day we joined. Firstly no contract was received from provider stating what we were approved for, amounts to be paid, term or any sort of explanation of how the contract works.

We emailed all documents for application to consultant of Cell C Barend Viljoen, since day one we had to keep on querying about the process of the application. Never receiving breakdown. Just him confirming we have been approved.

we eventually received our phones, only to have no coverage for 3 weeks as they had problems porting our phones from Vodacom to Cell c.

They bought out 3 of our contracts [protected]/[protected]/[protected] for the amount of R25 000.

Contracts we did applications on was 2 x unlimited for set amount and 1 normal contract.

Each month our contracts was over by R3000 than initially signed for. We never received any explanation on how the contracts works or extra charges that might be added. Statements have never been received, until we requested them to be mailed. Which we had to do all the time, because they where never received. Free minutes and data is always used up, when not even used. On my application it says payment details, I applied for EFT. They deducted money from our account, which to me is fraud. Who signed the authorization for this to happen.

in April we applied for a data share contract, initially for a 40 gb day 40 gb night with pocket router which we eventually changed to a ipad instead.
Again never receiving any actual contract confirming what we have been approved for. As well as never receiving any documents stating that you can go over your requested data and it will be a good idea to put a limit on your account.

In the end of July we received a phone call from Cell c call centre requesting if they can lock our line as it was at a ridiculous amount. shocked as you can imagine as we requested for 80 gb only, they confirmed our line for July was over R41000-00 excluding VAT.

At the end of June they deducted R13000-00 from our account for our data used in June, again without any authorization given by us.

Since them we have requested statements for usage of line, numbers who used the data etc.

I have also read the terms and conditions that was sent when applying for the facility, nothing is mentioned about any extra charges. If a actual contract was received like you receive when buying anything we would have known from the start not to have joined cell c.

Please could someone assist me in getting closure as we are getting no where with cell c.

I visited the Balfour park branch to query if I could change to a more cost effective contract and was asked to email all the relevant documents. After continuous follow up and submission of these documents which has resulted in over a month of non responsiveness, I am disgusted with the horrible service or lack thereof.

My next step is to incur the penalties of leaving Glocell because of their deaf end customer support in Balfour park and previously the same level of sub minimal service in the greenstone branch.

Can someone please contact me?

A Cell C agent called to offer me a package for R149 for 24months even after a month of complaining to their customer care line 140 my husband and colleague had to log a social media complaint before any called us back, now the informed us the agent was suspended as she mislead us however we will keep the contacts for R149 as per the agreement we got in to, Now Cell has debited my account with an amount of R187.91 and R308.18 a total of R496.09 that i never agreed to, causing my other debit orders to bounce and in the process ruining my credit record. the client agreement with the cell c complaint department was that i would only pay R149.00 for the next 24months or they would credit my account with R2000.00 and only after 6months continuing with the amount of R200 for the remaining period Iam appalled.
My contact number is [protected] Lerato N

I must express how utterly disgusted I am with the service levels I am getting from from Glocell, especially the call centre.

I have terminated my contract via email and countless calls I presume finally my contract has been cancelled. I am absolutely disgusted with their level of service. Its saddening to note that they are using Cell C name and network this is indeed tarnishing the good name of Cell C.

Go ahead dial their call centre 0841234 and note the waiting period to be transferred to the support consultant moreover hear the recording “did you know you can email us your query at custom support” whereas the correct email is customer support.

http://www.badservicesa.com/company/glocell

https://www.complaintsboard.com/glocell-b122950

https://mybroadband.co.za/news/cellular/165000-major-problems-for-cell-c-subscribers-who-moved-to-glocell.html

https://glocell.pissedconsumer.com/

I am just as surprised with the numerous complaints received by disgruntled customers like me as per web links above Cell C has not taken any creativity to solve this problem, presumably Cell C is contented with bad publicity.

See below all my correspondence with this imprudent service provider and their team of incompetent staff. Honestly I have dealt with various cellular networks over the years and this level of service from Glocell is absolutely pathetic and putrid.

I await an urgent reply, due to my current medical condition this type of pitiful and wretched service and undue stress is aggravating my health. To be totally honest words express HOW DISGRUNTLED I AM.

Kind regards

Mohamed Mehtar

From: CustomerSupport [mailto:[protected]@Glocell.co. za]
Sent: 14 August 2017 03:17 PM
To:
Subject: [protected]

Good day

Thank you for contacting us and please accept our apology for an inconvenience caused.

A credit request has been requested for the August bill.

Reference number is: [protected]

Kind Regards
Luyanda

From:
Sent: Monday, 14 August 2017 11:04 AM
To: CustomerSupport
Subject: FW: Contract Cancellation Account: AP-0025269

As per attached cancelation and confirmation of both contracts I received a bill for August. On August 10 2017 When I call your customer support and after 20min of being put on hold I am told I am being billed for a late notification of cancelation of one number. I am absolutely appalled at the level of service conducted by glocell moreover indeed tarnishing the good name of Cell C. I await an urgent reply explaining the incompetency of glocell.
From: CustomerSupport [mailto:[protected]@Glocell.co. za]
Sent: 13 July 2017 02:19 PM
To:
Subject: Re: Contract Cancellation Account: AP-0025269

Good day

Thank you for Contacting Glocell Service Provider

Please note that your contract will be terminated end of July 2017 to prepaid conversion. This is a calendar month notice as stipulated on our termination forms

Regards
Nomaphelo

_
From:
Sent: 04 July 2017 12:31:11 PM
To: CustomerSupport
Subject: FW: Contract Cancellation Account: AP-0025269

my contract expires on july 20 2017 and was advised to send a cancellation via email. hence on 28 May 2017 I did so however no feedback yet again I sent another email on 29 June 2017 again no response. On july 04 2017 I called 084 1234 was on hold for 15 minutes my call was terminated I called again held on for an additional 10 minutes went through cancellation who confirmed contract ending in july 2017 but cannot give me an exact date of cancellation. after giving almost a mounts notice holding on for almost 30 minutes all in futile. thanks Glocell your service absolutely APPALING. you have my vote for the terrible customer service operated by the most incompetent personal. Reference for my call [protected]

From:
Sent: 29 June 2017 09:37 AM
To: '[protected]@glocell.co. za'
Subject: FW: Contract Cancellation Account: AP-0025269

As per email sent below I have not received any feedback or confirmation. Kindly advise on the delay

From:
Sent: 31 May 2017 12:05 PM
To: '[protected]@glocell.co. za'
Subject: Contract Cancellation Account: AP-0025269

To Whom It May Concern

I Mr Mohamed Suleman Mehtar residing at 17 Spencer Road Clare Estate Durban KZN hereby request the following contract be cancelled as of July 31 2017. Details of contract as follows:

Account: AP-0025269
Mobile: [protected] / [protected]

Attached a copy of my statement for further clarity. I am certain all the above is in order.

For more than a year I have been experiencing "dropped" calls on a daily basis. At least 2 or 3 times a day. But for the last 2 weeks I struggle also daily just to make calls and people cant get hold of me. but then it shows on my phone that I do have signal. Sometimes it works if I restart my phone but in most cases it does not make a difference. It is really frustrating and had some emergency situations where I could not reach someone. Can someone please assist

Salome van der Walt

I upgraded my cell c contract during the last week of February 2017 after being with cell c for 2 years. I did the upgrade online with an agent by the name of Leandran Moonsamy (recording no: [protected]).

I took an HP laptop and router with 2G anytime + 2G night owl with a monthly subscription of R399pm for 24 months. I asked the agent to put a limit on the line just like on the previous contract because I did not want to pay extra money on this contract. He then told me that he has to upgrade the contract 1st before he can put the limit on the line. I kept on emphasizing during our conversation that he must not forget and he assured me that he will do it.

To my surprise, 2 months later I get an invoice from cell c with a balance of about R6800. When I contacted cell c about this matter they told me that the line was open and I am liable for the bill. A case was opened and and a few weeks later I was told that cell c will pay R3000 towards the bill and I am liable for the balance. I told them that I will not settle the balance since I kept on asking Leandran to limit the line but he didn't. Had he done what I asked him to do none of this would've happened.

Now cell c debits my account monthly using different references and amounts and I have to reverse these debit orders because they are inconveniencing me. Please assist with this matter.