Cell C
Reviews and Complaints

Good Day

I am highly frustrated with the services that Cell C offers

I am Eva Kisten, Cell No. is [protected]

I was telephonically offered a contract last year on the 19 August 2016. I opted to take the contract and the only document ever received from Cell C was a delivery note on the 22/08/2016.
During that conversation no insurance was mentioned and I was given to understand that since its on contract its all covered. I never received a contract or statements but Cell C is ever ready to debit my account and my account is up to date with no skipped payments.

I was attacked and robbed on the 29/04/2017 and my cell phone was stolen. I called cell c the same day using a friends phone to blacklist and block my phone which never happened. I further went to the Campus Square branch to find out what cell c can do to assist but to my amazement they can do nothing. Mt account was still debited and when chatting to a consultant there I asked him to call and verify how cell c can assist. He was so frustrated himself that he was put through from one person to another but at the end still no joy. I told him that cell c needs to review the initial conversation on the contract offer because no insurance was offered which he did but im still waiting and no feedback. So unprofessional. Look at my pain and suffering because I want to cancel my contract and take another contract with someone else because cell c is wasting my time.
I will not pay any cancellation cost and I need a new phone.

I received a copy of my contract today being the 04/05/2017 after asking and waiting for it from the 30/04/2017. That is not very good customer service at all. My question is, does cell c not give a courtesy call to a new client to check on them?
Looking at the contract which I have not seen until now, I don’t think its fair from cell c not to reimburse me with a phone.
Do they not follow up and ask a client, offering them insurance since they never offered me one and my payments are all up to date.
I have never received any statements what so ever from last year.
Does cell c operate like this.
Such an unprofessional manner and its rather disappointing that I chose cell c.

I could go to another subscriber and get a better offer and at least be happy.

My question is what is cell c going to do?

I am filing this complaint to Hello Peter and every place else where is can complain about the pathetic services of cell c.
I will most likely go to the court as well as I have no joy from cell c

I don’t think cell c understands the pain and suffering you have caused in my life right now. Without my phone I am lost and family cannot get hold of me.

I am writing now to Hello Peter about the pathetic services of cell c who should actually be closed down.

Frustrated Client who never ever wants to deal with cell c again in her life.

Eva Kisten

I have logged a query several times at Cell C office in Brooklyn Mall about the incorrect billing for 1GB Smartdata Top up for number [protected]. I am NOT in possession of this cellphone number, yet I am being billed for 1GB Smartdata Top up since 5 March 2015. I received a call from Lerato from C who advised me to furnish Cell C with the attached documents.

I had an open contract with Cell C, therefore the billing for the 1GB Smartdata Top up for number [protected] is INCORRECT. I do not own this number. I could never pick up the billing for this 1GB Smartdata Top up since it was infused into my contract itemized bill. A bill which I never received from C, not electronically neither by post. I cancelled my contract with Cell C and I am still being billed for this 1GB Smartdata Top up for number [protected].

Good Morning,

My name is Candice and I have had a contract with Cell C for over 4 years. Recently (February 2017) I have upgraded and received the mobile and sim on 09 February 2017. Upon receiving the handset I had inserted the "new" sim card into the phone, this sim card did not work and the existing micro sim (old phone) was inserted into the handset so that I could receive calls. A day later 10-Feb-2017 I received the data sim card, this sim card did not work either and the message "not registered on network" pops up. I then bought manual data for the existing sim card which was loaded onto the handset daily. The data sim card never worked and I was not able to connect to whatsapp or play store during this time resulting in me purchasing manual data for my existing sim card that was also in the new handset (dual sim phone). I then telephoned Cell C on 13 Feb 2017 as I was advised to put a cap on the data sim and while speaking to the customer care agent, I advised her that the data sim card has never worked and that it said "not registered on network" since the day I inserted it into the phone. She advised me that the 2Gig data (as per my R 99.00 contract) has been depleted and that I will receive a top up on the 01 March. I nonchalantly said "OK" and left it at that.

At the end of February my account was debited as agreed, however the March debit order showed an amount of R 6 100+, which thankfully was reversed due to insufficient funds, I contacted Cell C and was advised that the data sim card was active between 10-13 February and I had "surfed" the internet, I layed a dispute advising that this sim card never worked and I had even informed Cell C of this when I called in. The case was under investigation and the result was that I agreed to place a cap on the contract.

At the end of April Cell C has then tried to debit R 6 300+ from my account which was reversed due to insufficient funds as well also the agreed debit orders went off . Firstly, I have been on the line with your agents for months now who clearly don't seem to know what is going on. One told me that the R 6K outstanding is for monies owing over 2 months (Utter lie and your existing debits go off each month and you can check your records). Secondly, why is Cell C debiting this particular amount seperately and why is this amount escalating now? Third, I was told previously that the number that used the data was the [protected] number, last week when I called in a agent who was very polite and helpful advised that the number which "used" the data is [protected]. I was completely shocked as up until then I have been led to believe the ...8267 sim card used the data (reminder that I had bought data for this sim card as the data sim which was in the dual socket of the phone did not work). She also advised the following:

- The data sim was very active from 10-13 Feb and was surfing the net on those days. I advised her that the sim has never worked "not registered with network" and that she should listen to the voice recording on the 13 Feb which will confirm me advising the agent "the sim does not work".
- She confirmed that the sim card line is open but is not active and has not been active since then. How odd is this now, so the sim which I advised never worked since day 1 was magically working for 3 days using all this data and has not been active since? Yes the sim is not active Cell C because it never worked!

So between the back and forth I have been advised to go into store and listen to the voice recording of me agreeing that I will place a cap on the contract once I receive the phone. Cell C - I am disputing the data charge of a sim card that has not worked and still to this day is not working! I am disputing your "data validation" of a card that is not registered on network..how does a card work for 3 days and stop working up until today? Can you see how bizarre that is? It makes absolute no sense and your agents arguing with me that the card was active for 3 days is not going to resolve the issue or make it better. I have advised each agent that I will not be paying the R 6K as I have never been active with the Data Sim and that this is daylight robbery.

As advised earlier to Lindiwe, I will not be paying this bill as I have not used data and had to purchase data for my contract number as the data sim card did not work from day 1 which was reported to Cell C on 13-Feb!

Since day one I never payed the contract amount of R99.00. I have called your customer service every month, but there is always an excuse. Last month I have informed you that my contract is only R99.00 and that you must rectify my record. Once again my account was debited with R250.00.
This is been the case for the past year. I will no longer tollerate this. You are stealing my money and are in breach of the contract. Credit my account or I will reverse the amount through the bank.

My contract is for R99.00 p/m, not R110, R200 or R250 p/m. This is a contract and you must manage it accordingly. NO MORE!
If the difference is not credited into my account by 7 May 2017. I will reverse the amount, stop the debit order and return your modem.
YOU ARE IN BREACH OF THE CONTRACT - NOT ME!"!

This email was sent: 10/04/2017
We are very unhappy with the service we get from cell c. The day we applied for this offer on 2 numbers of our vodacom contract you knew that we are staying in limpopo. With great shock everybody in every cell c shop and call centre is telling me that limpopo has got limited signal. I should roam on vodacom. Really what is the use! I roam on vodacom 95% of the time. I struggle with signal even though that was the reason for our move.

What I need from you is to move me. Back to vodacom without any costs as I did not have any of these incompetent service from them as I get from cell c. I logged more than 1 call. Various reference numbers: [protected] (November 2016) / [protected] (November 2016) / [protected] (March 2017) / [protected] (March 2017).

We are using our phones for our business and are losing business because I don’t have signal! I always have to switch from cell c to vodacom and back!

I cannot go on like this.

The other number that we have the same problem with is [protected].

Back to vodacom please and thank you!

I have family that is sitting with the same problem and will give you the numbers you are welcome to phone them:

Charles van der walt – [protected]
Charles vd walt (Jr.) – [protected]
Jacolien van der walt – [protected]
Annerie vd walt - [protected]

I hope to hear from you because your call centre just don’t care as nobody has phoned me. Back with any solutions. Just limited signal we can’t do anything about that!

Reply: 10/04/2017
Hi jaqueline,
Thank you for your below email. It is in our highest interest to assist you with your query regarding your move to cell c. We will attend to your matter below and revert to you.

Kindest regards

Brummer

After abovementioned reply I haven't heard anything from anybody!

Email sent: 29/04/2017

I still refer to this matter. Since I received an email back from brummer badenhorst on the 10th of april I haven't heard from anybody regarding this matter.

Clearly cell c don't think this is a matter of urgency.

I will take this further as cell c is not interested to solve my problem.

Still no reply from anybody

I can't work like this today I received sms notifications of missed calls. My phone did not even ring!

Just Received a phone call from cel c offering me a contract. Wen I interrupted the Rep Lady to inform her that I am currently employed in Canada and just Visiting SA she just said thank you and hanged up... really rude behavior! Service rate -10/10. Not a thank you or saying thank you for sharing the information. My message to Cel C: Go and get better sales Reps ! Maby you will get better sales wen you train them to be more Chatting with your customers and understand their personal life ! My rate ... : Not even worth Rating !

Incident: [protected] with all my efforts, even complaining. My account is still being debited. Cell c is the worst service provider!
I was promised this will be resolved by the fraud department. This is really unfair!
Resolve this today
R1399.31 is a lot of money. I need to again go to the bank and reverse it because the fraud department cannot do their job.

I first had my contract in January 2015 where I paid close to R1700 every month but more than a year later the amounts became too much for me, and I was struggling, I contacted Celllc wanting to find ways out because I couldnt afford the monthly instalments, I was told by cells to pay R6800, I tried to reduce my cell phone usage but I still paid a lot.

In January 2017 I realised that my contract was about to end but now my phone stopped functioning, so I took it back to cellc who later returned my phone without fixing it because they said it would cost more to fix, since I was left with no phone I was forced to take up a new contract as the first was now ending, I asked for an affordable contract as per previous experience and a prepaid contract which meant when airtime and data from cellc was exhausted I could top up without adding to the cellc bill.

My issue is I was never given clarity with regards to being prorated because I now had a new contract, we agreed that cellc will debit a fixed amount of R320 which covers 500mb day and 500mb night data and 25minutes of airtime, however because of the prorater which was not clarified R768 was debited from my account and the debit order was returned unpaid and I was charged and extra R100 from my bank, when I called cellc only then did they explain the reason which though annoyed and frustrated due to lack communication I ended up paying, after I paid I made numerous calls to cells to find exactly how much I should pay and cellc confirmed R320, now this month May 25 2017 cellc again robs me of my money without saying a word to me they debit R389 as a result the debit order is returned and R100 has gone to my bank for an unpaid debit order, when I call cellc they say they charged a R79 fee for a missed debit order in February which was cellc' s own doing.

I am not willing to continue my relationship with cellc as they haven't been good to me at all.

I await your reply

Humble Regards

Penina

Good Day
Dec 16th swopped from Vodacom to Cellc contract Huawei P9Smartphone...worst mistake of my life.and regretted it ever since...I had problems from day one, took the phone back within 7 days to get it replaced which it wasn't the staff changed a few settings and sent me on my way...I have endless numerous network problems on a daily basis and have been contacting Cellc continously. .
I am now enough, I went back to Shelly Beach Branch today, the lovely Indian Lady Manager did try to assist and phoned Cell C customer care and spoke to Kholani Mkize..who has no time and very little patience when it comes to working out a problem...He promised once again to have someone in Ramsgate this afternoon to check out the signal in order to log in this complaint so I can cancel my contract...but once again that did not happen...I am just curious must I take a week off work and sit at home in the hope that someone may pitch?
I have taken photographs of my phone from another device to show very clearly that I have no signal I cannot use the data that I pay over R1000.00 a month for...which obviously gets resold to someone else...now I am going to attach a couple of pictures to show you clearly that I have a problem...These papers and this story will be at my Attorneys office tomorrow morning because for three months Cell C has ignored me...
I no longer have the handset that I got with the contract as in pure frustration and rage after three months of not being able to function I dropped it and it is broken...I have used three different handsets and still have the same problem...I am going to complain to Hello Peter and put this all over Social Media because what you are getting away with is unlawful...and disgusting...Please acknowledge receipt of this email...
I want my contract cancelled with immediate effect, I want my number to go back to prepaid and I would like a new Huawei P9 Smartphone.
This is one days problems...I have photographs for three months..I have made an appointment to see my Advocate Ian Kalil if I do not get a decent response...an Urgent response.

[protected]

Trish M Bell

My phone (number: [protected]) was stolen on 21 October 2016 on which date I immediately filled out a termination of contract form and forwarded same with a copy of my ID to GloCell and requested the number to be blocked. The number was blocked but I still received a statement for the contract I terminated. After lots of back and forth emails requesting a refund and sending proof of termination of contract, I was advised that my contract was only terminated last month and was not entitled to a refund before that date.

I find this absolutely ridiculous as I have confirmation of the email terminating the contract and the contact person to whom the termination of contract was sent (Zanele Zweni, not the general customer care centre) - why was it only terminated last month when the termination was sent in October and if the number has been blocked and the phone stolen, why would I keep paying for it?

I would like a refund from GloCell for the months of November and December 2016 as well as January and February 2017.

I had a Cellc contract two years ago and when the contract ended, I ported my number to another network but my account with Cellc was paid up to date.

I want to take a cell c contract and Im blacklisted. My account was paid via debit order so how is it that im blacklisted and this has never been brought to my attention until now.

please can someone contact from your Legal department regarding this.

Long story short:
07/04/2017 (Friday) - I signed up for a New DATA contract (and a LTE router) with Linnika at Cell C Potchefstroom.
Router did not work properly since I got home.

09/04/2017 (Sunday) - After struggling for hours and hours to get the router connected, I decided to contact their call centre for assistance. The lady I spoke to (I think it was Thandeka) informed me that they are aware of customers having problems with these LTE routers and they are still trying to establish the exact reason for the problem before they can focus on getting the problem fixed.

10/04/2017 (Monday) - Linnika (from Cell C Potch) called to request that I need to take my ID to them, as the copy she made Friday was gone.
I informed Linnika that I will return the router on Wednesday and is not interested in having a repair to or replacement for this defective router, I only want this router to be removed from the contract. - I am already using my own device to access the data on the sim card.

12/04/2017 (Wednesday) - Linnika and Ruan (manager) insisted on having the device sent away for assessment.

18/04/2017 (Tuesday) - I received an sms to confirm the device was approved as an OBF (out of box failure) and I need to get in contact with the point of booking.

20/04/2017 (Thursday) - I called Potch to get a progress report on the removal of the device from the contract. Ruan (manager) said he would get Linnika (consultant) to call the head office and get the issue sorted. I requested that he ask her to sent me an email as confirmation once everything was done.
No surprise - I did not receive any email, phone call or even an sms!

22/04/2017 (Saturday) - I called Ruan once again and he was surprised that Linnika didn't get back to me. I INSISTED that he (as the manager) take over this issue and get it sorted. As he was already on his way home, he promised to get everything from her in the morning (Sunday) and call head office himself to get the issue resolved and get back to me before 12:30 23/04/2017.

23/04/2017 (Sunday) - After 14:00 I noticed a missed call (12:36) and returned the call, only to find out that Ruan has already gone home.
According to a colleague of Ruan - apparently he called me and only got voicemail, he did not try to phone me again as they were very busy in the shop and he will only call me again tomorrow (Monday).
[He did not even leave a voice message or sent an sms to request me to return his call.]
I requested the name and number of the person he (Ruan) reports to, as I want to complain about the BAD service, sommer for both of them, and was told that they are not allowed/permitted to give out the ladies number. I asked the colleague to get hold of her and ask her to please contact me (I granted him permission to give my number to her).
HAHAHA no phone call from anybody again, as they are clearly not focussed on customer service and customers are clearly not important to them.

I would like to know:
1 - Is a customer not important to Cell C?
2 – As soon as they became aware of the problems, why did they not retract all of it before letting more of these defective devices go into circulation?
3 - Why is it soooo difficult to get this DEFECTIVE device removed from my contract?
4 - Why is it such a mission to get feedback from any of their employees?
5 - Is it not polite anymore to try to contact a customer again if you could not get hold of them the 1st time?
6 - Where do you report bad service if it seems that nobody cares about the bad service they are rendering to their (unimportant) customers.

Actually I think - you cannot report them for bad service, as what I got from them do not even qualify as service at all!

The 19th of April 2017 I went to the Cell C store at Carlswald Shopping Center Midrand with a simple request I want to give 30 days notice on my TOPUP Pinnacle 1 subscription last day of service 31 May 2017 and from 1 June 2017 I want to convert my number to pay as you go. The lady phoned the cancelations department handed me the phone. Rose spoke to me I explained what I needed (may I add I said on several times that I am battling to hear her, the phone was breaking up and the store had music playing so load you had to shout to be heard). She kept on asking me why I want to cancel and with other customers in the store I said it is personal, the more I said it the more she insisted on a reason, clearly she does not understand what personal means and the fact that I don't want the whole store to know my business. She then kept on trying to sell me a straight up 50 postpaid for R30.00 that includes a number of sms'e 500mb data and 90 minutes airtime. I kept on saying no that is not what I want, but later got so frustrated with the load music and her being so annoying that I said ok but from the 1st of June only. She went and cancelled immediately my TOPUP Pinnacle 1! and activate immediately the new bundle! NOT WHAT I WANTED. She was more interested in getting me to take this bundle than taking note of the dates I mentioned at the start of my conversation and during. When I got home later that day and saw a document she mailed me I realized what she did I contacted Cell C cancelations and spoke to Rachel who could not help me and said she would give Rose a message to phone me. Today is 20 April 2017 and it is now 11H00 and still no call. I want this matter resolved, I want me TOPUP Pinnacle 1 active till the end of May 2017 and I DONT WANT THIS Straight up 50 POST PAID. I want this taken from my name immediately. At the end of May I will go again to one of your stores or at your customer service center and THEN I will make new arrangements after the cancelation of the TOPUP Pinnacle 1 was finalized. Clearly you can not do anything before as the Cell C staff does not listen.

Hi,

I'm insured with C surance (managed by Finrite) I have been struggling to get a replacement for my iPhone 6 from C Surance, since I made a complaint on the 6th of March. All I want is my phone back repaired or replaced particularly because I'm getting debited every month for a service I'm not getting.

Please see below time line of events:
6 March - Phone and forms submitted to get phone repaired at Cell C Headquarters.
7 March - Finrite reached out for me for IMEI number, which was submitted immediately
9 March - Excess fee quote sent
14 March - I paid the excess fee
18 March - Followed up with no action
29 March - Followed up and I was told that Couriers will reach out to me to deliver my phone
1 April - Followed up via email no action
5 - 6 April - Called with no answer from C Surance
7 April - Asked Finrite reception to escalate to righr personnel with no response
12 April - Call Centre from Finrite sent mail stating I should call Repairs
12 April - Asked for Repairs contacts, no response or action
18 April - Cell C customer service calls back after raised complaint via Cell C customer service on website
Still waiting to find out whats happening, however I'm still phone less and going to my second month with no phone.

C Surance Contact details: [protected]

Please Help

To whom it may concern

Please help I have terminated my contracts with cell c in February settled all my accounts, in March they deducted into my account, and I called and was told that my money was going to be transferred back into my account after 7 working days, called them again in about 2 weeks times still not yet received my money instead I have been transferred to different departments was told that they will contact me after 7 days, please help I feel abused by cell c the way they handled this matter, please help me this is frustrating.

After being a loyal customernwith cell c for a long time I decided to take out anither data contract with them for R199, now the balance is on R1700 for data that I did not even buy or use. They are unable to confirm ahythung for me only that the data was bought manually, as this is impossible as I am the only one in possession of this sim. i havent even used up the data I get with the contract now I have to pay for something I did not use. I am so dissapointed in cell c for not hamdling my case better amd trying to better assist with this. All they can say they cant help me as it was done manually. After always recommending cell c to my friends and family, i will not anymore. Utterly dissapointed

I was transferred from Altech Autopage to Glob cell ; last month my invoice increased from R100 to R14444.31 ; date 09 /03/2017 and this month R1091.55 date 11/03/2017 without any communication to check my affordability with the new offer that is required by NCR .

I am requesting the refund because no contract was signed for the new deal and I do not have money to pay .

I have never in my life experienced such rude/incompetent/pathetic service in my life! I called to upgrade my contracts with cell c, after everything was approved i received a notification to say that the phone will be delivered within the week. I called cell c back to inform them that i have not yet chosen the colors of the phones i ordered. I was told that you can not choose the colors because "what they deliver is what you get" ? Uhhhhmm ... I will not pay for a phone that i didn't ask for. The supervisor told me that he cannot let me choose the color of the phone because why does it matter if im going to put on a cover? I told him i will not pay for a pink phone if i asked for a black one! He laughed at me and sarcastically said that he promises it wont be pink. After speaking to dozens of people each one giving me different information, i still havent chosen the color of the phone and no one in the cell c call centre was ever helpful. Its been a week now, my package is upgraded but now sign of any phone. Apparently the phone was returned to the warehouse... Now what ? I am so frustrated and will never advise anyone to use cell c services as they are useless, incompetent and ignorant

[incident: [protected]] an account was opened under my name. When I received two debit orders of r195, I called cell c to inquire, I was told I needed to get an affidavit from the police station, provide my bank statement and copy of id. I have since provided all that my account is still being debited. An amount of r1399.31 was debited this morning. No one at cell c has tried to contact me or give me the status update. No communication from cell c's fraud department but my account it still being debited. I always leave my number when I inquire. I have the inconvenience of having to call the bank to reverse the debit orders.