Cell C
Reviews and Complaints

I was due for upgrade on 15 January 2017 two weeks in advance I go to Glocell at Carnival mall  to pre order my phone in the mean will ! When I go there on the 15 January they told me its not there yet, I ask them if they can deliver my phone to me because I stay far and work the same hours as they, they told me no problem I must just have my prove of residence and a copy of my ID with me on the day of delivery and they will phone me in advance 2 days before delivery! So in that week of the 15 a guy called me and ask me about my upgrade, I told him that I was already by the store and he ask me which phone I want and I told him, he tell that that phone is on back order but a other phone which will cost just a few rand more is better and will be sooner available than the other one can he change it for me to the other one, I said yes please and ask will they still deliver it, he said yes they will phone me 2 days before delivery to get the delivery address it will take approximately two weeks! After two weeks I phone the shop and the lady their told me it was not from their shop that the guy phone but from head office and she give me the ref nr! I phone several times and if I get through to an consaltant they place me on hold or ask my nr they will call me back! What NEVER happens! Two weeks in to February they put me on the new contract which was suppouse to start only in April, I lost all my data that was left for February and I dont even have the phone yet! Then I get through to Devon and he told me the phone was send out and is back in the factory again because I was not their to accept the phone, I was surprise because no body phoned me and when I ask which address it was not even my address and he said he will solve my problem and he will call me back and that also NEVER happens! When I call on the 3 March and ask to talk to an manager they said the managers don't take calls and they are in a meeting! I ask can one of them can call me when they are finnish the lady who answer the phone say no problem and take my nr.  I don't know if they still in a meeting thou it is Sunday the 5 March already but no one call me yet! I phone Monday the 6 March and they told me the stock will be in that week and then I will receive my phone, but nothing yet! When I phone this afternoon the 14 March they put me on hold for more than 10 min and then the phone go dead! I phone back and for another 19 min I am nr one in line en the phone go dead again!

Please I want now my phone or I cancel the contract!

I am at my complete wits end with regards to the deactivation of my cell account without any warning from glocell.

Apart from having sent them several messages on their website, through the george branch, through phonecalls, no one can tell me what is going on.

My phone is also used for my clients to contact me in a case of emergency. I do not even know who to contact anymore to complain.

This has been going on for the past 3 months now. Even the george branch manager doesn't get a response.

I actually don't even know where to turn any more!
I have never come across a company with such terrible client communication skills and lack of work ethic.

For the past few months, i've been experiencing some data issues. Every month I would purchase r300 airtime so that I can buy 3gb of mobile data - but every month, in the first 4/5 days, my data is finish. So, before I did anything on my phone, I restricted my data usage on my phone to 2gb. After I applied the restriction, I purchased r300 airtime on 28/02/2017 and purchased 3gb data. And 5 days later, my data is finish.

With this, my phone notified me that I have used 1.95gb mobile data because of the restriction. So, I contacted cellc customer care and it has been hell! Ive bee on the phone everyday since then because im being told I need to give you 24 working hours. And then another and then another.

Your system shows I carried over 215mb and I purchased 2gb. I spoke to 4 colleagues and they all confirmed the same information, which was incorrect. I have never purchased 2gb... Ever! This is when I was told that technical will get this sorted. I spoke to technical, very helpful colleague and she couldn't explain why it said 2gb either. This is when she suggested to raise a data validation case. And told me to give it 24-48 hrs. I did that and ive been on the phone everyday since.

I just spoke to a colleague in technical again as I was misdirected to that department. And this colleague was so abrupt and rude. She said to me, and I quote "well, if you got a text then it means you used it. Theres nothing I can do".. She then went on and coughed over the phone without apologising, sighed when I told her what the issue was, told me theres nothing she can do and then dropped the line.

Im also being told a week later that a data validation takes a month!... A whole month! My data was taken from my phone which I bought with my money and now I need to wait for my provider to give me feedback in one month. Cellc is the only network ive ever used my whole and this is how im being treated, but its okay. My complaint will go unnoticed and my provider will continue just taking data from my phone and money from my account because of my contract.

Im disappointed in the manner this is being dealt with. Ive been faced with nothing but trouble since last year october. It has not been a joy ride and now colleagues drop calls because they're incapable of speaking to someone who knows what they're talking about. Im calling you for help and you tell me there's nothing you can do before you drop the line.

My data is gone! You have my money!... Lets see if im going to be contacted. My name is emmanuel and my number is [protected]

Case number [protected] - logged with Sizakele Sat 4th March 2017
date:
9 March 17 - I just spend 2h15 min being transfer to 14 different people.
No satff member wants to transfer me to a Team leader!
when I spoke to a team leader Cavelo, who transfer me again to yet another person, the funniest thing happend, during one of the transferring stages, I asked to speak to him again {20min later}, - I was told he is off sick and in hospital.
Spoken to: Zama, Figile, Cindy, Sidney, sindiwe, Cavelo, Nomsa, Pelisa and a couple of others!
Pelisa now informs me that she will get the right people to call me some time!
Issues:
2 Years ago I took out a contract [Samsung Neo], was called Dec 16 by Zama to upgrade - I agreed to the upgrade, but kept repeating that I need to use my 071 number and do not need another number on the same contract.
1. my 071 number has now become a pre paid number [done by one of your wonderful staff]
2. Need 071 transferred to the J5 Upgrade contract and made a contract number.
3. Need 064 number [Illegal data contract - not requested] to be canceled - and request a full refund from day 1!
4. Need 062 number [illegal contract - not requested] canceled - and requesting a full refund from day 1!
kind Regards

I bought a phone and a router on contract worse thing ever, my life was turned upside down by 1 cell c agent that does not know what he is doing .
This was 5 august 2016 the phone was prepaid the router was 2gig day 2gig night closed line the phone we were also aware it had insurance, well when the phone got stolen oh you did not fill in the forms I was told (what forms) talk is cheap to sell a product is easy to sort out a problem made by the company agent they ignore, pass the buck talk a lot of rubbish making it your fault .When you approach and say this is what you told me never .He would say.

The router 2 gig day 2 gig night I used until line was blocked, then I saw my bill it was over a R1000 I was told I used it how can one use that if you only have 2 gig day 2 gig night then cuts off, oh no he said for the phone as well I said it was on prepaid, just pay your account or your line will be blocked .And for the phone it was in use only a short while 2 weeks, the router 2 gig was not useful so I was told to buy a new card and do prepaid I did I bought 100 gig for R999 it will last you a year 2 weeks all gone I took it and stopped using it was costing to much.I complained and Calvin said he would look into it for me for it is impossible to use 100 gig in 2 weeks. Next time I followed up he changed his story you used it .And so on he has no idea what he is talking about bul...all the time

The phone on contract was not in use and was blocked for the phone was stolen
the cell store was also robbed and they had no phones, I wanted to buy a new phone cash, no stock was available, they wail let me know
I said I would like to pay up the phone contract and the router up no the router was R999 and the phone R1999 amount R2998 I paid cash I was told I was in credit of R1200+/- the new phone were not in yet. The agent went to the scanner and put the receipt into the scanner to send to head office . I was happy for all was pd and my account was R0.000 an the 12/10/2016 I bought a new phone and pd with the card machine R1949.00 and also asked for my receipt for the phone stolen and the router pd up R2998 I was told I took it, I did not take it that is why I went back to the store . I was told they would look for it today still nothing .

Then we went to the bank to get a loan to buy a truck cell c had blacklisted us for an amount of R2555.99. I was so angry for I have the receipt that it was pd only after 1 month I was told they found the receipt of the amount we were blacklisted, our name is still on the ITC no one has helped me remove it from legal department at cell c to the shop cell c Tzaneen it is there mistake and no apology my account is still not being sorted out and I am going to take them to court if our name is not cleared by Friday 9/03/2016 for this is not funny anymore I have sent so many emails sent whatapps to the manager of cell c Tzaneen nothing we even did a sim swop for the phone stolen so we can use the min ect it was also blocked . We also found out later the router card was in the phone and the phone sim was in the router .I spoke to Calvin all he said is swop it back what a night mare. I cant believe cell c service is so pathetic I even contacted the owner of Tzaneen branch he passes the buck to his staff I don't know what to do only go to court maby the judge can sort out cause I cant cell c Tzaneen is covering up I also want to find how one can be blacklisted for a account pd up agreement no [protected] A J Du toit id [protected] sim no [protected] and [protected] i also have a letter from the manager Mr Refilwe that i don't owe anything Andreas du toit [protected] i cant always talk am a truck driver my wife Sandra id [protected] cell [protected] email [protected]@gmail.com

On my LTE account - [protected], I have content services for the last 3 months, when phoning CELL C they advised me that I subscribed to this account via an SMS send to this number. This Siam is in an LTE device and no one accesses this mailbox on that the device, so it would have been impossible to subscribe. The only Company that had this number is Cell C, so how did basebone get hold of the number.

When asked to cancel the subscription the Cell C representative advised me to contact basebone directly. When I requested the number she said I must Google it. Hence no number but Cell c is billing me?

I also requested my Contract copy they have on file so I can see what I signed up for, this was the second request for this, and still no reposing. I Signed up for a build your own package deal with lots of attention to data- I'm in IT so I Understand that 400mb will really never be enough, when I enquired I was told that this was just promotional data.

I need this resolved asap.

I was transferred to Glocell when Autopage closed. My contract was expiring end of December 2016, I interacted Glocell and they emailed me a Termination of subscriber, and was told to email it to the email on the form ([protected]@seventy2.co.za. I emailed a copy of my id with the termination on 2 December 2017.

Nothing happened, they kept deducting money from my account. After phoning the customer support centre I mailed the cancelation again on 3 January 2017 and got the following reply:

Good day
　
Thank you for your email.
　
Please find below feedback.
Your Glocell contract on Straight Up 50 TopUp with cell phone number [protected] will be terminated and the number migrated to prepaid effective end of January. Your reference is [protected].
Your Glocell contract on Straight Up 50 TopUp with cell phone number [protected] will be terminated and the number migrated to prepaid effective end of January. Your reference is [protected].
Your account must be up to date, your last invoice will be on 01/02/2017. The invoice will include your last device fee if applicable plus any additional usage for the previous month should you have been on an open contract
Your last debit order will be effective end of February.
Please ignore points 2 and 3 should you have been on a Top Up contract with no device fee
Accumulated monthly allocation/airtime will be forfeited upon termination.
Should you require further assistance please do not hesitate to contact our Customer Support team on 0841234

Regards
Matshidiso

The contracts were never stopped and money was again deducted from my account. After numerous phone calls I was eventually informed that the contracts will be terminated on 10 February and that they will pay me back a portion of February's fees. Obviously that did not happen and again another R401 was deducted from my account on 28 February. After another 30min phone call to the customer support centre no clear explanation could be provided. I am encountering a brick wall by phoning the customer support centre and need some help. Thanks

I sent my phone to Cell C in Pinetown (Pinecrest Mall) on 28th December 2016 for repairs. I have gone to the shop 4 times in the two months- no one has answers.
Yesterday I called customer care (084140), they told me I should go back to the shop to get another phone. When I got to Cell C nobody seemed have any knowledge of this until I told them what the customer care consultant had said. AGAIN I was sent back without a phone because this time they did not have the list of cellphones I had to choose a replacement phone from.

Cell C has provided a horrible service to me and I will not refer anyone to Cell C. Nobody seems to know what is going on- I even emailed [protected]@cellc.co.za last month, they asked for the EMEI number which I provided within 3 minutes. Today they tell me had I provided them with the EMEI number of the handset the query would have been resolved in January- I have RESENT the email I sent to them initially, no one has apologised for saying I did not send the email, instead I am referred back to the shop.

I am truly angry and disappointed!

In June 2016 I took out a contract with Glocell and got a free boat cruise with it. They sent me the form to complete for cruise and had to choose a date. I chose 3 March . Then I heard nothing again. In Feb 2017 I got a mail saying I cannot get the cruise because there were too many entries. Please help since this is contract break.

Thank you
Suzette Kotze

To whom it may concern I bought a phone on contract with sell direct for a cell c contract in October. The phone stopped working for a week and I have contacted them for 3 months and said they would have to collect and I could not take it in .I took it to east rand mall cell c in January and they said they would book it in and I spoke to Roelien yesterday and they only booked it in today its been 5 months without my phone and can't believe how pathetic your service is.I want this sorted out by tomorrow or I will take it further.I had the phone for 1 week?

I cancelled my contract in December, when the term of the contract ended. Telkom is still debiting my account for a device I do not even own.
I contacted Telkom 5 times now, & each time all they can say is that they will escalate the matter. They cannot connect me with the Accounts Department, & I have asked for a manager to contact me. Since my last conversation with an agent on the 23rd February 2017, I have not had any feedback from them. I require my refund & correct cancellation.
Please can anyone assist.
Thank you

Good Day

I am really disappointed with the service I am getting from the Cell C Repair Centre and the C Insurance.

I know the C insurance service is the worst but the funny part is that Cell C is still using the Finrite company.

Let me start with C- Insurance, The service is extremely poor, firstly if you want to claim, which is option two on the voice prompt, you will never get hold of the Consultants but if you want to open the insurance being option one within a minute, they pick up the phone and they all professional when opening the insurance.

If you are lucky enough for your claims, they will answer and hang-up, they are not professional, when you send the claim forms they will never respond nor call you, you always have to call them, while on the claim forms you filled in your contact details being your cellphone, alternative number and email address but believe me, it is a waste of time to complete this section. I have experienced it several times.

I went to Waterfall on the 13th of February 2017, for my Huawei P7 to be booked, the reason why I went to the HQ, I was avoiding a process of taking my phone to the store, knowingly that it was going to take forever to get to the Technicians (CellC Repair ) and the process of my phone being repaired.

My phone was booked by a CellC Tech and on the 15th, he gave me a quote and mine was to complete the insurance forms and send it to their email address, which I did.

I kept on calling the Technician as he was generous and very helpfully, I am not even ashamed to mention his name; Mpho Moopelwa.

The matter was no longer with him as I submitted my claims to : [protected]@finrite.co.za and [protected]@finrite.co.za but I kept on calling [protected] with no answer, regarding the feedback. on the 17th I went back to Mpho he called the C insurance on my behalf and they informed him that their respond is within 24 hours and they also work on Saturdays.

They never responded my mail nor call me, after several attempts, I got hold of them on the 22nd and I was informed that they will get back to me, which I knew that it was a story. They didn’t bother to get back to me.

On the 23th I contacted them and got hold of the lady by the name of Nancy Ndebele, We didn’t start on the good note but she eventually assisted me to get my access but I was told that they are replacing my P7 with P8 lite.

I questioned the reason behind that and I was informed that P7 has lost value and they cannot repair my device, meaning that P7 is equivalent to P8 lite, I explained to the lady that I am not happy with P8 lite as I am aware of two issues that I came across with the phone. I am an IT Technician by profession and One of my users uses P8 lite, it didn’t wanted to connect to the Wi-Fi and the dealer exchanged the phone. The new phone that was exchanged it doesn’t want to connect to Office 365 up to date.

I asked her if it would be possible to get the same P7 as I am happy with the make and P7 but I DON’T WANT P8 LITE, she referred me to the Cell C Repair Centre.
On the very same date I contacted the Cell C Repair Centre and I was referred back to C Insurance, reason being that a customer cannot tell them which phone he wants and he cannot recommend, the decision can only be made by C-Insurance or the Technician who inspected the phone.

I patiently contacted the C-Insurance and Nancy was busy, I then spoke to the gentlemen by the name of Thsidiso, having to explained my query time and again, which is annoying but which option did one have?

Tshidiso made a Conference Call with a Cell C Repair’s Consultant and the lady didn’t have an answer for me base on the question I asked her. My question was why are they replacing my P7 with P8 lite, I know that P7 was discontinued but why are they replacing it with P8 lite, while I am paying R328 for my P7 and R119 for the insurance and according to me and the value of the phone based on my monthly premium, is an average of R5000-7500. While P8 lite is ± 2500 .

She told me that she will have an answer for me the following day, on the 24th no one called nor mail me. As patient as I am, I called and I had to explain my query to another consultant and I was informed that there are no updates on my call, she told me that she will get back to me by the end of business day on Friday and she never did.

I awaited even today and no one got back to me, I called today being the 27th of Feb, I raised the very same question and the lady by the name of Andronica Lekgwale was supposed to get back to me, but it was the story that I was used to by now, she never did and I called again and got hold of another consultant, her name is Lebo If I got it right, she cut me off and now I am at a stage where I cannot take it anymore.

I am requesting an escalation to my call, I need a clarity to why are you replacing my P7 with P8 lite, how are they equivalent while I am paying R328 and Insurance of R119 and the person who is on P8 lite contact is paying roughly R150 and insurance of R69.
The other interesting part that Andronica informed was that I might get a refurbished P8 lite.

Cell C, Is how you treat your customers?

The process of being assisted is way terrible, There is no way I am upgrading with such service.

As a matter of fact I have been using this sim since 2007 but really I am being failed as a consumer, do we really have to complain before we are assisted?

The last question why are you still using C Insurance, how often do you monitor it and are you happy with the reviews you get from C Insurance? The Repairs Centre really disappointed me, I can’t believe!

Reference Number: GPJOH104805
Regards,

Teboogo

i have received poor service from the time I migrated from Autopage.

i have tried to upgrade my contract 3 times in one month with glocell at the canal walk branch and every time they get it wrong. Due to a delay on the glocell branch employees i failed to get the January 2017 promotion, when i call or go to the branch nobody knows about the status of my query or escalation including the manager of the store. they make promises to fix my contract and get back to me but fail to resolve the issue even after 1 month. due to the incompetence and disgusting customer service i have lost faith in the cell c brand and will be moving to a new service provider.

I went into the Carnival Mall Cell C store to upgrade my contracts. They could not assist me with my particular request for an upgrade. To add to this, I asked about a product relating to data and was misinformed by the consultant. Clearly he did not know his product well. I ended signing up for a contract to which I'm now bound for the next 23 months and counting. I went back to the store just over a week later, still not having used the data package I was sold (after looking up the original data package I wanted to purchase) and explained to the store manager (Ash) that the consultant who assisted me did not know what he was talking about. Ash dismissively told me that I'm stuck with paying R99 monthly instead of trying to reverse the contract and selling me 100 gigs of data for R999. At that exact point I decided to cancel my other 2 contracts worth approx R1500.00 monthly because of this man's lack of decision making skills. Basically, Cell C has settles for R1200.00 per annum as opposed to R18000.00 per annum. I then called Cell C cancellations on the 25th of January 2017 to cancel my 2 contracts for the 25th of this month, and believe it or not both phone lines are still active. I just called the customer service department and it seems its still my problem and they will not be doing anything about it. They are aware of the cancellation request, but have set it for the 28th. Sizwe, who also spoke to his supervisor, told me I had to call back and follow it up myself. I just wonder how many more potential customers Cell C has lost with this type of attitude. It's also surprising that a service related business, in our country and in the current economy, can behave like this without changing their strategy and management processes. South Africa thrives on providing customer service, but I think enough of this type of attitude will tarnish our reputation considerably. I have been a customer of Cell C through the years (since the company opened) and had to bear a great deal of rubbish purely because I was too lazy to search for better service. I've had enough.

I Ported my number from FNB (Vodacom) twee weeks ago. It was the Wednesday. Thursday I was able to load airtime date and made calls. The Friday when I want to phone I got the message " this call could not be connected right now please try again later" when I want to load airtime I got the message " connection fail please phone 140". When I want to sms straight error failed. I can receive calls, whats app, go on to google and facebook no issues. I cant phone out load airtime or sms. The only number that I can dail is 140 not even 141 works. I log several complains with cell c evertime I receive just a reference and everytime I need to explain the problem over and over again. Not even the technical department are experience enough to solve the problem. This is now a twee week process and they just don't come back to me with a solution. I even received a new sim from there cell c shop in Kolonade and they reset my factory setting on my phone when I insert my sim in a other phone same problem. I tried everything what borders me is that the day when the porting was successful I didn't receive an sms for setting and to insert pin 1234. I need this to be solved as this is causing me a lot of problems I struggle to get into my own home. Please help

I hv a zte router on sim [protected] contract. I often hv to buy data or use other networks when the router is jst a toy in my pocket. This wk since Tue no service. Its worse away from town. Rt now m at Fish River Sun in Eastern Cape. No service. I hv called cell C n even at their local store before. It feels so fake to rely on cell C service. I bought the contract thinking its a service instead its jst a liability because i hv to make sure i hv airtime n another network/service provider bcoz my fone is also cell C who is often out of reach. Vodacom/ cell C service link seems hopeless. We are a family of 10 who end up iaccessible bcoz they all joined me in getting cell C since about 2005. I now regret the loyalty. It looks like its badly misplaced. Please cell C do something about the quality of your service. Right there in Mthatha the service is quite unreliable.

I have sent emails and called from june 20q6 to date i am still being over charged. Is there someone who can assist and get me my refund back? Emails are not working they return as delivery failure but at month end my account is being debited. I am just being rioped off month after month. Everyday i am promised it will be resolved by someone manager and they sending mails but i guess they say that just to get you off the phone you cant even follow up cause you get a different person all the time.

I called the KZN Glo-Cell branch today & was being helped by Mpho Molokwame. It took her on the first call approx 35 minutes to establish my the balance on my data card & to advise the process to add more data onto the account. She was unclear, unhelpful & apathetic. After explaining my circumstances that the owner of the business is not in the office to sign the letter requesting for additional data but i am the Accounts manager that pays this account monthly, she was still obstinate & refused to find any other solution. When i asked to speak to her supervisor she stated they are not available. She never wanted to understand or try to provide further help. What is the use of us keeping this contract with Glo-cell if they cannot provide support & service when in need. Mpho is arrogant, rude, stubborn & useless! She even refused to give me the email of her supervisor Priya Narainsamy. How do you deal with such difficult service providers! Mpho should not even have a job in the call centre if she continues to be of no help to customers!

On the 29/12/2016, I went to the Cell C store in Canal Walk, Century City, Cape Town. I applied for the Samsung Back to School Special (Samsung J5 prime and Samsung Tab3). I completed my paper work and was approved. I asked if there was stock available and was advised that there is stock available. I said that I would take the contract out from the 23th or 24 January 2017 as I would like to number port from Glocell to Cell C. The sale person I dealt with is Taramine Fish.

In January 2017 as requested by Ms Fish I emailed her my Glocell account number, she did not reply or acknowledge she received the email. I called the store a couple of times after the 23th January 2017 to advise that my Glocell contract has not yet expired but would be ready by the 30/01/2017. I made several call for Ms Fish regarding the start of my new contract, never got any replies to my call.

I called again on the 08/02/2017 and was advised to come in just to be told that they don’t have stock and will ask their manager to source stock. I got a reply via email on the 14/02/2017 advising that the account could not be open because “the package cannot be opened as for the deal was only or that time frame”. I then sent a email asking about more details regarding the time frame etc. I also asked that the matter be escalated to the manager and I did not get a reply.
I called the store on the 16/02/2017 and spoke to the supervisor by the name of Ziyaad and related the matter to him and he advised that he would get the manager and sale consultant involved. Up till now I have not gotten any response from the store.

I find this service to be pathetic and unprofessional from Cell C. I have been proactive from the start and asked all the time about stock availability and to be told the last month that the deal is over, I find this unfair and not good business ethics. I have been a Cell C subscriber for over 10 years now. Please advise if you will be honouring the Samsung back to school deal or providing me a similar deal or should I take my business somewhere else.

Please advise urgently.

I bought the above mentioned product on the 16/02/2017 at Edgars. I was highly impressed and excited when I purchased the product but I that all changed when I discovered that the info on box refers to 8gb of internal storage but when I opened settings on tablet the internal storage showed a total storage of 4gb. Huge difference. 4gb is very small and does not allow you to save much on the tablet and it slows the tablet down tremendously.