Cell C
Reviews and Complaints

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.

Good Day. I am deeply dissappointed with service received from this phones battery. We had a power failure during the night when my phone was on charge and this damaged the battery. The battery is not replaceable, because there are no replacements. I only had this phone for a month when this happened. I feel this isnt my fault and it should be replaced or repaired for me. Please contact me and let me know and satisfy my service.

15/08/2017
I have had endless problems with Cell C La Lucia, in that I bought a router for cash a few months back, and after 10 days it did not work any longer . When I took it back, it was outside the warranty of 7 days . I can accept this this but really ... 3 days outside the warranty ? It was eventually replaced at my cost .

Secondly with reference to the 1G monthly data contract . The amount of R45 was to be deducted monthly, when I had used up the 1 G of data . What they do not tell you, is that if there is no block in their system to cut off after this limit has been reached, it will continue giving you access to your heart’s content .

After 2 months I found that there was an amount of in excess of R300 coming off my account for 2 consecutive months .I went in to query this only to be told that I had to ask to have a block put in place - they purposely DO NOT tell you this when signing the agreement . They do this to get more money out of you via their poor customer service .

To cut a long story short, the manager at the time showed me that she was now putting a block in place, which would now cut off after 1G was used up. This was 2 months ago.
For 2 months R45 came off my account . Great .
This morning (14 Aug) I see that again an amount of R330 was deducted off my banking account - it is clear that they have removed the block, to get more money out of me .
This means me once again having to go in to ask WHY! I will probably be wasting my time .
I am at my wits end, and feel that my only recourse now is to seek legal advice . Thankfully I have the names of the people I dealt with during this time .
I will certainly tell all and sundry to avoid dealing with Cell C as they do not know what they doing .

Extremely disgruntled customer .

Attention Cell C,

Subject: Complaint case of illegal recovery fee request, harassment and closed contract issues no [protected]

I have been your client 2012 and over the years I have renewed my contract after at the end of the first contract.

However, one the last contract that I had with Cell C, I decided to settle it off before the ending date. Here are the attempts that I conducted in order for me to process the settlement of the contract

1 I requested a settlement later from the Cell C store at "The Grove Mall". The statement stated that I needed to pay R500. Since this statement excluded the current cost for that time . I therefore Paid more R700 (14th March 2017). Because the store was unable to give me all information. I therefore, contacted customer services and Retention department as my second attempt to get the settlement statement that included the all costs. March

2 At the time of being in contact with Customer Service and Retentions department. I was then told that I did not pay everything I owed in order for me them to close the contract. I paid R700 instead of R 987.69. In order for the account to be closed I needed to pay the outstanding arrears. I only received this message on the 5th of April 2017 after countless attempt to get the count closed without anyone getting back to me.

3 On the 10 April 2017 I paid the difference amount of R287.69 and this information was shared with Retention department and I received an email that the account will be officially closed on 2nd of May 2017

However, As from June I started getting calls from you consultants asking me to pay my account. I know for a fact that there's no way I owe Cell C any amount and let alone an amount of R800 plus according to the calls and emails I have been receiving.

I have been inconvenienced, harassed and dismissed by your consultant when I tell them that I do not owe the company and ask them to refer to email associated to my account [protected]

I send this email along with the attached proof of payments and email as my proof that I Thabiso Mthethwa have fully settled an contract account with Cell C and do not owe the company any money. I will also forward this case to consumer protection act board and complaints board because I believe this is unlawful for your company to assign your consultant to request money that I do not owe the company. This is a serious case that the service provider will have to be accountable for...

I have been calling for the past two days and staying on the line for at least 2hours -3hours a day and the bill for my phone just went high. I have however not been assisted on both days. I simply do not understand why our calls never get attended to but yes the line is made available. If there is not enough staff can we at least get a response on our e-mails. I desperately need to get assistance but nothing is happening on C surance send. Can you please have a call me back service if our calls cannot be answered. Its really frustrating and time consuming. The amount if dropped calls should bother you to do something about it but I saw on Hellopeter that there is nothing positive about this insurance.

I cant believe a company can still get away with such terrible service in this day and age.

I sent all my claim forms through on saturday, from cell c in fourways. I have tried to call your call center [protected] for the last 3 days. I have waited a total of 2 hours on the phone and NO ONE has helped me. Either the call gets dropped after 45 MINUTES on hold, or i get told i will be sent emails i never receive. Disgusted.

I have paid your huge premium every month in hopes that your customer service would be better than my car and home insurance. What a waste of money. It has been nearly a week and i still have no clue what is happening with my claim!

PLease contact me ASAP on [protected]

Cell C Cavendish have us outdated claim forms to complete for an insurance claim.
We ended up paying the excess amount into the old administrator's bank account and had to make payment again after finding out from Google that the administrator had changed. We have been trying to get a refund of the amount paid to Finrite but no one is making an effort to assist us. Cell C Cavendish isn't responding to any of our communication and the consultants on Facebook also give us vague answers each time we ask for an update. How the hell is everyone avoiding responsibility for this? We'd just like to get our money back please.

Dear Sir /Madam

It has now been 3 months since I reported my phone stolen to cell C & Csurance .
I have since called for feedback and waited for a consultant for over an hour each and every time .
The Disgusting part is that after waiting for a considerable amount of time on the phone the lady at the call centre just drops or hang up, just like that .

Please inform me what is happening regarding the replacement of my insured handset which is long overdue .

Name : Nkosinathi Emmanuelle Dube
I.D : [protected]
Police Case No : 213/05/2017 ( SAPS, Jabu Ndlovu Street, Pietermaritzburg )
Handset stolen : Huawei P8 Lite

See attached AFFIDAVIT

Please see Ticket No : 464827, 467488, 669506

I can be contacted on Cell : [protected] or respond to this email address if possible .

Kind Regards
NE Dube

I contacted cell c on 084 145 regarding the advert I saw on tv for Pinnacle 250 contract in April 2017, spoken to Dumolwenkosi Mthimkhulu the sales consultant who did the application.

The special was for 500 Minutes 250 SMS and 2.25GB Data, he said the contract has approved but they are out of stock they will deliver as soon as they receive the stock i said it is ok with me i will wait.
To my surprise when I receive the phone on the 12th of may I get the sms says I will get 250 minutes, 250MB and 250 SMSs. But I got 169.21 minutes, 169 SMS and 114, 23 MB, instead of 500 Minutes 250 SMS and 2.25GB Data
I contacted Cellc several times to querry this, they kept on promising me that they will credit me with the minutes and data that they owing me till today I am still waiting and Im still getting the same wrong minutes and data but they debit my account with the full amount of R431.74. I have to call them every month and I still get the same answer but nothing happens.

Reference numbers for the queries lodged :
[protected]
[protected]
[protected]

I think I made a very big mistake by moving to Cellc I should have stayed with MTN and I have never experienced any problem with them I just wanted a change I dint know that it will be this bad. The service I have experienced is very bad when I go to Cellc store they tell me that they are not working with Cellc direct and why didn't I apply in store with them, I thought Cellc is one brand and the advert on TV it is for 1 brand CELLC

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 still have had no response regarding the termination.

Made two payments during the month of July and the i was yet debited again meaning that Glocell owes me now. I have sent numerous emails regarding reference number [protected] and no response both from customer service nor credit control.

All i want if my credit and termination then we part ways, dozens of cellular companies are willing on giving better services as packages

On the 1st July 2017, I approached Cell C Menlyn Maine, and reported a withdrawal made from my bank, when I don't have a cell phone contract with Cell C. I was promised that someone was going to come back to me, and that they were going to escalate the matter to their fraud department. I have up to now heard not heard anything from them. The only thing that keeps on happening is that I keep on being billed on a phone that I don't have by Cell C. All I need to know is that someone is attending to this problem and that the account in my name will be cancelled.

The original contract was with Altech Autopage. Unfortunately when they disbanded my data contact was transferred to Glocell. This contract was capped and the monthly debit order was for approximately R200/month. When Glocell took over the contract one of my first debit orders went through for an amount of R1800. As nobody answers the contact numbers or responds to emails I was forced to go into the store at Westwood Mall. The employee in the store told me that the contract was not capped which is complete nonsense as it had been capped for many years with Altech Autopage. I queried the amount but never got any feedback. Whilst waiting for my query to get sorted out I returned the debit order every month as I was not willing to pay for their mistake. Eventually they obviously suspended the service and in order for me to be able to have access to my data I had to let the debit order go through. The debit orders have since returned to an amount of about R200/month but my contract has not been restored. I don't even know what to do anymore... IF THEY HAVE CHEATED EVERY UNSUSPECTING NEW CUSTOMER BY ONLY ONE INCORRECT DEBIT ORDER AMOUNT THEY HAVE MADE HUNDREDS OF THOUSANDS OF RANDS. Please do not do business with this dishonest, inefficient and unprofessional company.

Hi my name is Anele Madolo, I just want to start by saying C-surance is the worst insurance agency ever! I've been trying to lay a claim for my lost phone for 3 weeks now. I've called them more than 20 times now and mind you I had to hold for 40-50 minutes to get through. I called them again today and held on for more than an hour until the call got terminated from the other side (I do not know how). This is pathetic, frustrating. I am so going to take this to the media, I'm even considering terminating my insurance with c-surance, but I read somewhere that that's also going to be another drag.

[protected]

Good day..please assist. We dont know which way to go as cell c is not responding to any of our queries. We have 3 bought out contracts [protected] [protected] and [protected]. We also applied for a 20gb day 20gb night data bundle [protected]. We have never received any statements from them. When signing the contacts we made notes for eft options and not bank deductions. Since the beginning our amounts was always over by much than contract initially signed. Last week my husband received a call from cell c asking if they could block our [protected] line as it was ridiculously high... they gave him an amount of R46000 for data at home. We dont even have a home business which could justify this. It was also school holidays so we where almost never home to even justify this. We requested for them to send us breakdowns, which we are still waiting for. I requested all from agent Barend Viljoen who send me data usage for each day. On the 24th of july 17gb where used and on the 25 th of july over 30gb where used. He asked me to make sure if this was us or not. I replied it could not have been us as school started and we where not here and on the 25th it was in the evening and we where obviously sleeping. I requested numbers that used the data, still waiting... my husband then looked at his account last night and cellc dectucted 13122.07. We contacted them this morning to get clarity and no one could assist...all they say its for data... we dont know who to contact to get this sorted, our account was obviously hacked or cellc is not trustworthy!

Thank you guys for assisting me with my previous complaint, you were very helpful with me in settling my account. I have now paid up my Cell C account in full but I've also now been informed that because my account was handed over to the legal department, my contract has been cancelled... This seems very unfair as I did inform Cell C that I would be late with my payment but that I would definitely get my payments caught up with over the course of a few months, which I have now done. Cell C did not contact me once during this time to tell me that they were going to cancel my contract and hand me over to the legal department... I have been with Cell C for the past 8 to 10 years upgrading my contract every 2 years with the same number, and I have never had any problems before. Please, I just want to continue with my existing contract if possible and renew it for another 2 years... Even if I have to start a new contract, I just want to keep my existing number, I don't want to have to change numbers... Please help me out guys. Thanks