Cell C
Reviews and Complaints

I am contacting you on behalf of the South African Nursing Council. We are receiving a statement for account number AP - 0042901. I however need an invoice or information which details the following:
- Type of package / contract
- Mobile number associated with the contract
- SIM Card number
- Contract commencement date
- Contract expiry date
- Monthly contract fee

I have been attempting to contact you at both the numbers appearing on your web site for 2 days but without any success - the phone either rings (for more than 2 minutes), i am either informed i am in a queue and the call is disconnected after a while or i am transferred around the organisation until such time that somebody just disconnects the call.

Please assist in this regard.

Gary Smith
[protected]
[protected]

I requested to cancel my contract in June and was told the las debit order will run in July, to this day it is still not cancelled, I called your call center numerous times and was told they will listen to the call and get and get back to me, I inboxed on Facebook and was told will contaxt you shortly I even wrote o hello peter and nothing seems to work, what must I do to get tbis contract cancelled? The contract number is [protected] which I dont use anymore, you can reach me o [protected]

My house was broken into. My phone BlackBerry Z10 was stolen. Previous contract number was [protected]. I upgraded to a P9lite, gave the BlackBerry to my daughter and used my mum's old pre paid SIM(Mrs /Mr Bradly) in the phone for What's up for my daughter. I am trying to blacklist this phone and no one at cells can help me. I am disgusted by the service. Vodacom helped me straight away with the tablet that was stolen, but cellc are honestly pathetic. Someone out there is now using my daughter's phone after stealing it from my home and nothing can be done to blacklist it because cellc can not help me blacklist the phone! So this thief is rewarded for breaking into my home! I have the box and the details of the phone. EMEI [protected]. Pin 27D901DC.
BT MAC. 70D4F293D3F6.

Surely someone can help me blacklist this phone and stop this thief from selling or using it! If no one bothers to help me I will be taking this further, newspapers and Facebook! My husband C. HISCOCK, has been with cellc for yearS. He has 3 contracts at cellc and we are seriously considering canceling all of them with regards with this service!

Regards
AL.Hiscock
[protected]

In june I entered into a contract with ayanda of cell c for fibre. The condition was that I pay the full amount upfront without a monthly debit order. Account : [protected], invoice [protected]. July statement shows a balance of nil. Cell c is debiting my account with r899pm. Yesterday I contacted customer centre with no success. Apparently ayanda is not with the company.

15 November my phone was stolen, I reported it immediately to Cell C to have the phone line deactivated. Requested the next step in terms of insurance process. The Agent then provided me with the Finrite call center number. 16 November I tried to contact Finrite and it took a ridiculous amount of minutes waiting for someone to pick up, even when I called on the dot 08:00AM. Then I went onto the CellC website and obtained my claim forms myself. I then sent the claim form to Finrite on 17 November. I phoned them again on the 18th of November and I could not get through. I then went into the Cell C store at Zevenwacht to see if someone get help just to get a better understanding of the process when you claim. (This is the first time to claim). The lady there instead informed me that she had no idea how the process works and I should contact the insurance directly…well it is your insurance Cell C. Administrated by Finrite, why is it that your staff do not even know the process works for insurance, yet they are the very same people who sell it to you?

On 21 November I have still not received any form of communication from Cell C insurance Finrite. I then phoned again. Finally after getting through to Jabulile from Finrite who may I say handled the situation swiftly, she then informed me I cannot claim as my account is in arrears. It was then that I sent an inbox to Cell C via Facebook explaining the situation and how unhappy I am with their assistance. I was then asked my cell number so that they can investigate. After a few hours I contacted Finrite again and they told me they can't process my claim because my account is in arrears, I must contact Cell C…REALLY? I did that, then the Agent explained that the person who blocked my line on the 15th of November blocked it with the reason: “arears”. My account was never in arrears and that prevented the insurance from paying out. All because your agent did not focus on what she was doing. I had to ask for statements to prove that my account was current and requested why I don't receive my statements. Then they told me that on their system I am selected to receive my statement via post, but they don't post statements anymore…so my question, if you have my e-mail address and you know you don't post statements why was the e-mail not activated? I sent through the statement to Finrite then they come back and tell me that they can't see that I am covered for insurance…how many back and forth can one person take. I then had to go back to Cell C ask for prove that I paid for my insurance on a statement only then can Finrite help me. Today I phoned Finrite again just to ask for some feedback and twice the phoned dropped. Cell C is still coming back to me…it irks me that should I miss a payment you are so fast to phone, to top it all I already paid my excess for my stolen phone and you guys can't even help me. Sitting with my money and I don't have the phone!

I recently took out a contract with cell c. They looked on the reception map if I do have reception at my house. According to the map I have 3g, 4g and lte reception at home. I experience poor reception at my house and sometimes even no service or only emergency calls can be made. I logged a call with cell c on the 11th of november 2016. They never give feedback and yesterday I contacted them and according to the status, they came to my house and tested the reception/signal and all is fine. This is a lie. There was no one from cell c at my house to test. I work from home and need mobile coverage. I need an answer or have to cancel my contract. Poor service from cell c. Their ads on tv is misleading. Why can’t they supply me with a signal booster? When you contact them - they have incompetent people on their help desk. After logging the complaint on hellopeter, cell c contacted me and asked more detail. They committed themselves to get a technical person to contact me to visit my house and test the signal/reception. According to them, this person will contact me asap. Close to 2 hours later, still no call from cell c.

I have recently taken 4 data contracts with CellC. When I took the 4 data contracts, I was not aware that those contracts are open lines. I only realized when my son told me that he cannot get access to the Internet even though the router was showing that he still has data. I then called CellC to enquire what has happen, that was then I was told it is an open line. Looking at my financial situation, I then requested that my limit be capped to the lowest amount that is available. The lady then told me that it will be kept at R50 which is the lowest limit I can get, meaning that over and above the R99 that I will be paying I can only exceed by R50. I agreed since I have already taken the contracts. What surprised me end of Oct is that I was charged R213 (1 router) and R644, 99 ( 3x routers) instead of R149 and R447 respectively. The last two number are the ones that I know, that I have adjusted my budget to accommodate the extra R50s.

Seeing the different amounts deducted from my account, I called CellC on the 15/11/2016 enquiring about the amount that was charged on my account. Fezeka who is the lady at the call centre that I spoke to after checking what has happened, informed me that my capped limit was increased from R50 to R100 on each of the 4 devises. My next question to her was who authorized that because I should have been contacted. She could not answer instead she said she will escalate my query and someone will call me to advise what happened. Two days passed by without any contact from CellC. Instead I made follow-up on 18/11/2016. Fortunately I got to be served by her again. When she checked she said the case has been closed and I should just know that the credit control has indeed increased my limit. She told me that the message was send to the router. While I was with her on the phone, there was a fire drill happening at the call centre and she promised to call me when she is back because I was not given satisfactory answers. I waited for her call which never came. instead I called again and one lady picked the phone up and said that she will send a message to her to call me. Up until now when I am writing this letter, she has not come back to me. What kind of service is this? I am the one who is paying and feeling the pitch when things are not happening as per plan. What should I expect next time, capped limit increased to R500 and be given just a lousy explanation just because my accounts get paid every month? This is not right and ETHICAL. If someone is desparetly looking for business or sales For his/her performance for the month should look good, can it not be at my expense PLEASE. What has happened on my account is an unauthorized increases That should be addressed by CellC.

Regarding the message that Fezeka spoke about, how will I know that they have send the message to the router when those routers are being used by 4 different people using different networks. For someone who is using the Vodacom and MTN, how does he insert a CellC in the Vodacom/MTN phone which still has warranty to check the message. The least that CellC could have done was to call and ask me whether I want my limit to be increased. Whoever has done this should pay for that difference that has been charged to my account as well as the November month as I did not accept that the limit should be increased.
Your intervention in this matter will be highly appreciated

Regards
Palesa Kwayiba
Mobile: [protected]/ [protected]

I saw the advert for Cell C Pinnacle 250 contract on Tv that had the following info:
Samsung S7 phone
Samsung J2 phone
500 sms extra
500 minutes extra
1gig data extra
R3000 cash(for new contracts only)
Firstly I contacted 5 stores, none had stock for 2 weeks either s7 or j2. I eventually phoned in to get the deal, but said there is no 1gig data included. I still took the deal but checked again with the stores and they all said the data must be included.
I have been trying to get the data as advertised but no one can assist me.

I received incoming calls the morning of 18th November but when my phone didn't ring for the remainder of the day, i called through to the customer care line and was told to dial a number which would open the line. Clearly this didn't work and after being sent from pillar to post and one agent have less interest in assisting than the next, and my incoming calls still don't work, i have now decided to lodge a complaint as the last agent said that i need to get a new sim in store. This is not the first this has happened to me but i can assure it will be the last as Cell C has now lost to contracts amounting to R900 a month which i guess for a large company is a drop in the ocean but if all the customers think that way, it will start to cause problems for Cell C. My mobile number is [protected]. I will be visiting a store tomorrow and will be closing both the contracts due to absolutely shocking service received from Cell C.

Brand new Sony M5 overheating problems, gets replaced with someones second hand unit. it too overheating and now screen hanging after a few months of being used. try calling the support centre waited on the line for over 20 minutes still not one human being to talk to...sent several emails to [protected]@glocell.co.za and as expected not one email or call back yet. the call me back feature also non existant. I HAVE A CONTRACT THAT COSTS ME DEARLY EVERY MONTH, I WANT A WORKING HAND SET...IS THAT TOO MUCH TO ASK FOR. SOMEONE ANYONE CALL ME SOMETIME THIS CENTURY...

I have a contract with cell c, in aug 2016 I was due for an upgrade so I selected a sony m5. The first one was delivered on the 11 of aug imei number [protected] I had to return it back to cell c because it kept on rebooting itself, refusing to switch on. They replaced the phone with another m5 serial number [protected] and I experienced the same problem. Rebooting itself, stuck on the welcoming screen and sometimes not switching on until I put it on charger even if the battery is still on 90% and takes more than 5 hours for the battery to be fully charged. I phoned cell c again complaining about the phone and they said that they have been receiving many compalints on m5 may be there is a problem with the batch. I needed a phone and a sony since I thought its a good quality phone then they recommended a c4. I received the c4 on the 2 sept 2016 imei359099066234385 it was not even 2 months before I experience the same problem as the previous phones. I am very concerned about the quality of the phones.in aug I spent something like 3 weeks without a phone because I had to send them to cell c for repairs and wait for their response, the time I spent on the phone following up. The airtime I lost cause whenever I am receiving a phone I have to download applications and update the software etc. I was even forced to purchase another phone to receive calls and smses for the time being. I booked in the 3rd replacement on the 30 oct 2016 and I just received it today, still it has not been fixed. I phoned the customer service they tell me to send it back to the same repairs department that approved quality check 2 time within the past week. I am expected to continue paying for this kind of service faulty phones. I need them to replace this phone cause its clear there is a problem with all the sony phones that I am receiving. Spent 5 weeks in less than 3 months without a phone:- (.

Glo Cell is the worst company I have ever dealt with. They can't do simple tasks like change your contract to a prepaid and keep your number. Instead they will do a sim swap and give your number to another one of their customers. It took me 3 days of begging for them to fix their error. There was no care, no assuming responsibility no sense of urgency. Not a week goes by and I'm being called at work by friends and family saying there is something wrong with my cell. When they call it, it says it doesn't exist!
I call Glo Cell to find out what's the problem only to find out they did not move me to a prepaid. They just disconnected me from the network. My number never to be mine again! I have had that number for ever! Like 10 years!
Non the less I'm back on their case. To no avail! A week trying, hours waiting on the land line and still no help.
I am so sick of Glo Cell. They will never make it if they don't address their shoddy service. Deeply upset about all this. I have never had such a hard time trying to do such a simple task!

...as Im typing this, im on the line with Welcome, who asked me to hold for his team leader Siphiwe. I am now holding or on the line for 28 minutes and still counting.
I am glad I with vodacom because this right here is utter nonsense, if he cant assist me, why not tell me instead of make me hold on the line for 30 minutes now.
I do not want anything to do with CELL C ever again, the sooner you come collect your WIFI ROUTER the moore peaceful my life will get- as it was before CELL C, I've been on coulntless calls with cell c agents for the past 2 - 3 weeks since I received the device I do not want.
Can someone get back to me - case / reference number: CCD66706

This is pathetic.

hi
i was soled and incorrect contract in the first place info was not mentioned but i was paying for the services. now my issue has been taking forever to be resolved and people are not assisting me and calling me back. i was aware that it was an open line and initially set a limit of r50 and all of a sudden the limit is r100 i was advised i can migrate it but no one told me about charges and now im getting told that i must either pay for the additional 50rand on the open line that was loaded without my authorisation in the first place and now i get told i must either pay for that additional r50 or i must pay for the migration fees wich i feel its not fair cause on the sales call i emphasised i dont wana pay additional costs cause i know what happens when you take out cellphone contracts then all the facts and charges are not presented to you properly and then u find u paying additional money all the time i only wanted to pay that 119 rand for the contract with the r100 airtime monthly. i feel this is not faire and i am going to post it all over on social media with all the peoples names i spoke to because i am a customer and i know what customer service is and i did not get that i thaught the matter has been resolved and now celc wants to either make me pay for the migration fees or they want me to pay the unauthorised extra on the open line limit. the same query im submiting here and i will be submitting to the credit ombudsman as well

I have received a cell c contract phone 2 months ago [protected] that is my contact number and the phone is not working I have tried several times to contact cell c they keep telling me that the phone will be collected and I have been sent from pillar to post and I am using my cell phone airtime and that is costly and when ever I call cell c customer line that is what they tell me and up to now they haven't and yet my account has now been debited twice and I have not even used all I need is cell c to send their people to collect the phone and cancel that contract and refund me my money urgently

My complaint relates to a cell c linked and listed number I have received e which is being sent to the public with the following message: -
"omo washing powder has rewarded you with r295, 000 from omo. with code no (anp99) contact [protected] for claim.

The person/entity utilising [protected] via +[protected] is falsely claiming to be representing omo, which is a contravention of fica regulations and this number must be terminated. it is a scam attempting to mislead gullible people and derive personal details with intention to defraud. the number is not representative of "omo" or the unilever group, which owns the omo brand, nor do they do business with the public in this manner.
I trust you will advise me of what action you have taken and I will also be notifying the unilever group.

Kind regards
S manjoo
[protected]@gmail.com

I wanted to go with another Cell phone Service Provider, for the better deals, but before my contract ended (September)

A Retention officer (Phumla) called, and after several calls (4) we made a deal.
Reluctant I decided to go with Cell C, on the promise that the first 3 month's the subscription on both my handset's will be free.

August I received the Handsets and my new contract would Start in September.

It was on the 10 October i received my Invoice - and noticed that they did not keep the promise
as I was billed Pro Rata for September and the Full month for October on Both my lines = R1688.

I reported the mattered immediately 10.10.2016 (Ref [protected]) and was advised that it will take 2 day's to rectify.

On the 15th of October, After several call's & written Correspondence I still got no where.
Every agent and Manager Promise to Escalate the matter - and that Cell C will call me with feedback.
CELL C NEVER CALLED BACK.

On the 25th of October, 3 weeks down the line I insisted to speak to another Manager as my issue was still unresolved!
* No one seams to be able to find the call recordings for the Upgrade Agent (Phumla) that promised me the 3 month's Free Subscription
* No one seems to feels it necessary to listen to the Recordings - Even after 3 Weeks and plenty of Escalations.
* And the billing department has still not amended my invoice.

On the 31 October I had to call Cell C again, and the line Manager
(Xoliswa Bhutulezi)had the displeasure to deal with me.
*I was promised again that it will be escalated to (Dhana Phala- Phumla Manager) and that the voice Recordings will be listen too.
And that She will be giving me Feedback by the 1 November 10am.

For once I did Receive a call,
But only to be told again, it has been escalated and they will have to listen to the voice Recordings.

Lucky for me I pay my Invoice Via EFT.
Thus Cell C have not been able to Rob me of the R 1689.00 as due om my invoice. It is not what I budgeted for, and I don't have that kind of funds available, As I was convinced it wont cost me a thing (accept for Data bundles and call line off coarse)

Due to the lack of interest, service, dedication and professionalism,
I now have the displeasure to sit with Suspended Cell phone line, of which i probable have to Pay a re-connection Fee, when Ever Cell C find it necessary to keep to the promises of listening to there agent - promising me free subscription when I upgraded...
* I was advice that i should pay the invoice as is.. and that maybe Cell C can "reimburse" me with Data, of another few month's Free service. But How can I trust ANYTHING Cell C Promises?!

Today the 5 November, I had to call Cell C again, as I am Still waiting Feed Back, And the manager (Sipho) advised that by Monday i might be lucky enough to receive some feedback, as the Upgrades Department is closed over Weekends.

THIS IS UNACCEPTABLE AND DISCUSSTING!
Almost a month Later, After several Complaints and I am still no where.
THIS IS WHY I DID NOT WANT TO STAY WITH CELL C IN THE 1ST PLACE!

I Believe this is Breach of Contact!
But I cant get any one to give me legal advice. And I am told, that should I want to cancel my contract, I am in Breach?!

I feel like I Can't believe a Word from Cell C!
I Regret the moment i sported Cell C!

It Seems that they are trained lairs and Cheats, with Absolutely No Customer Service!

Oh and I just Recieved my November Invoice -
The October issue has not been rectified.
And once again I am billed For Epic Post Paid R200!
And Also For C Surance for A Bogus activation!

My service got cut off on the morning of the 10th of October and I'm still without network coverage. It is not a payment issue; my debits have gone off. No signal whatsoever.
Glocell do no answer emails, the help line doesn't work and the direct line to their offices goes unanswered.
I'm about to stop all payments from my side and I dare them to take me to court!

To whom it may concern

I am extremely frustrated with your service - I requested a copy of my mums cellphones contract on tuesday after several phone calls to your customer service number I eventually got through, spoke to a gentlemen that needed verification which we could only get from my mum which I then asked him to call her and get that

I called back after a few minutes - that too was really hard as I kept getting asked to leave a message etc - I eventually spoke to mpho who said to me that he would snd through the contract on tuesday - its friday and I sill havent recieved it - I got sent a termination of contract document?!

This phone samsung galaxy s6- has been utilised by me since day 1 of the contract - my mum uses the line [protected] but the phone was used by me on [protected]

The device was stolen and now I require proof that the phone is on contract for my insurance to assist me

Please may I get assistance with this - im desperate

Upon phoning Cell C Carnival Mall today 04 November 2016 @ 11:00 to inquire whether the Iphone 7 32gb is in stock the employee by the name of Vuini puts me on hold, then cuts me off and he does not understand my query.

I found him to be rude and abrupt, even saying to me he needs to go and help the other customers in the store which explains putting me on hold and cutting me off.

I also found him not understanding me, I will ask him since when has the Iphone 32gb not been in stock and he just kept saying nothing is in reserve. Eventually he answered me ' I don't know'.

I cannot deal this frustration every time I want to inquire if the IPHONE 7 32gb is in stock at their store!