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3.8 2087 Reviews

Cell C Complaints Summary

1447 Resolved
637 Unresolved
Our verdict: With a good resolution rate, Cell C generally handles customer issues well. However, it’s important to be proactive. Familiarize yourself with their processes and services. Reading through various customer experiences will provide valuable insights into how they handle complex issues.
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Cell C reviews & complaints 2087

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ComplaintsBoard
E
9:11 am EDT

Cell C Cell c forfeit to debit my account for at least & plusmn; 3 months and now they submitted my name as bad payer to the complaint and legal department

I purchased 2 cell phone contracts from cell c at canal walk & plusmn; 4 months ago and during the first day I experienced some problem with the phone, samsung e250 - I was then told by one of the agents, actually by the manager as well that it's not the problem anymore... They told me they might take it in, unfortunately can't replace it but will send it in for repairs it will take up to about 8 weeks... Might even take 3months. The guy actually recommended that I take it in to the agent for samsung cell phones in montegue gardens, cape town. I ended up doing this because I was just not in a mood for an arguemnent. After numerous calls to finding out whether my cellphone is fixed or ready for collection, I finall received it and to be quite honest - it's working perfect now. During the past 4 months myself including my wife has tried several times to get in contact trying to find out why my account has not been debited as per my contract. Infact - I got billed and debited, but it was for the wrong amounts - up till today we found out that my or our names has been given up for bad payment record with the itc legal department - why ?
The service is pathetic - you call from a landline phone only to find out aftre being on the phone for more then half-an-hout, that the person can't actually help you. My wife ended up settling 2 of the outstanding ammounts only to find out its too late - our names is in the q for bad credit records, etc. - I am not a typist, but I know write fromn wrong. I am a family man I will not stand on the pavement while someone is trying to rob, badmouth or make it impossible to make a honest living. Plz help

I will go to all the news papers in the western cape, maybe joburg, but I will definitely approach the canal walk cell c branch about this matter - afterall, I did purchase the phone with them.

My name is ecliff dodenburg and my new vodacom number is : [protected]

Warm regards

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Abiel
, ZA
Sep 07, 2010 7:15 am EDT
Verified customer This comment was posted by a verified customer. Learn more

Cell-c HAS A BAD RAPUTATION OF POOR SERVICE.

if i had power will close down the company and erase it existance.
They did the same with me. I had to pay the for the full amount just to remove my name from ITC.

ComplaintsBoard
B
5:33 am EDT

Cell C Cell c continue billing me!

Cell C continues to bill me 4 months after I canceled my contract. I had to go into the bank and make a stop payment just to stop the deductions. I have written 15 letters saying that I am no longer with them. The staff are incompetent, at this point because I have tried to be nice to them i am going to call them STUPID because that is a more accurate word for them.
I have submitted letters to Eastgate branch, greenstone branch, four ways branch, Head Office on Rivonia road, and head office in Sandton. I have called but have hung up after waiting for 40min (i refuse to spend any more of my money calling them. They owe me close to R600 and refuse to pay me. I have proof of all this including all the letters that have been copied and signed by various Cell C employees. Why they are still in existence is beyond me.

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S
Sad
,
Jun 13, 2008 1:03 am EDT

SAME thing with me! AND after the contract has been cancelled and i paid all outstanding fees, they go and blacklist me

Cell C is a terrible company!

ComplaintsBoard
J
4:53 am EST

Cell C Poor service

You will read and understand this e-mail...

I have mailed a copy to customer service and am posting it here. Please all of you reading it, comment so they
Can actually see the response and maybe if we pray, management might start thinking over there.

I really am dissapointed to be forced to actually have to sit down, type a customer complaint and mail it.
It is pathetic. I would like to express my immense dissatisfaction with cell c.
I cannot even remember how long it is that I have been experiencing problems with your service.

I am going to be honest and straight seeing as management over there avoids contact with their customers.
The service you are providing is extremely poor. First off, the gprs/edge/wap which is utterly disgusting.
Your speeds are poor and more over, it seems and i'm not over exaggerating, cell c's gprs system
Goes off atleast 6 times a day, and the only response to this is = what is going on over there?
It's been going like this more a year now, I have never heard of another cellular provider in the world that
Has such poor performance and handles their customers they way you do/or ignore them. It seems people at
Management lack managerial skills, and where are not going to blame someone else over there like poor managers
Tend do, a real manager accepts responsibily for their project's success or failure. It is common sense to do
Planning, if you cannot grab the concept of planning and providing for growth in your company, close your doors.
It seems as if you cannot cope with your really minimum client load, and yet you still advertise and take new
Customers on, sacrificing the service quality of your existing customers. And this crap that is going on over
Weekends is frustrating. The chances of a user (Any network) getting through to a cell c user is almost zero!
You are damaging your own image and quality of service. I had an emergency twice now on seperate accounts where i
Had to call my mother which is a cell c user, and after 72 (My phone stoped count) redials if not more i
Actually got hold of her. Phoning the customer centre they tell you, "the network is overloaded,
Please keep on trying". - what the hell?! You are then lying if you say you provide cellular services because
You can't make phone calls over weekends. And if it happens again and I am in a similair emergency situation,
I will take legal action against cell c as you say you provide services which you don't - I think it will be in my
Favour after stating that there is always room for error, but error does not mean on 20 seperate occasions
Redailing 72 times before getting through.

And what's worse—even now in the week, if you call a cell c user, first you hear, the nummber does not exist,
Then you try again, then you hear it rings but they lie to you, it never rang and the other person gets an sms
A day later stating he had missed calls, that's if you're lucky, and if you try again, the number does not exist,
Perhaps you get through on the 4th time - this is in the week, when the load is little - this is really unacceptable.

And the cellphones you provide are always old, and behind the stock that the other companies have. Also, if you
Are a cell c user and your phone is broken which you did not break, but which cell c broke or sold you that is broken
- they simply make it your problem, my samsung phone, including the same phones my brother and sister have, all
Keep on switching on and off, which they refuse to repair, because mos we aspired and want to waste money and
Pay for broken phones and get our money stolen!

And why the hell do you switch off customer care when there is a problem, never has one of the other networks
Switched off their customer service because of a problem, you are refusing to listen to your clients and you
Know it. I myself am an it systems engineer and I can tell you the incompetence of your call centre is getting
Tiring. If ever, even if my mom is the contract subscriber, I ask a siiimmmppllleee question like "is cell c's
Gprs system up and running at the moment?" they tell me we can't help you because we need to speak to your
Mother, it is a simple yes no answer! Then the best of all is they don't know how to help you, one of
Them kept on asking me, what do you want me to do sir... How should I know, it's your company, you pretend like
The fault is with my phone... And they tell you : "sir switch off your phone for 2 minutes" - what is that
Going to help huh?

I send a lot of e-mails at night and do some work over the internet, almost every night after nine, if I connect
My phone to my laptop, the link is dropped because their servers aren't working, it is pathetic, I am getting a
Vodacom hsdpa contract at the end of the month, because I can't use an unreliable service. And I heard you throttle
Your clients with the bandwidth, meaning every user's internet works for 4 minutes more or less, then stops working for
3 minutes, then the process is repeated, this is frustrating when sending mail online od doing internet banking,
You can't keep logging in for the rest of your life!

And let me state for the record, it is not the fault of the people working in the customer centre either, because
They can only perform as much as you, management, train them. It is not their fault the company is incompetent.

You are extending people's contract's without their consent and you keep on stealing money years after the contracts
Have expired! I can promise you that I speak for most of the clients, we are sick and tired, and there are
Enough of us out there to take legal action. Your company is already failing and you keep on going at it out of
Incompetence.

And the excuse of your systems can't handle this or that request is crap, because then you are using dos from
1920 and you are using cheap software - stop looking for excuses!

Eeverywhere I go I will be spreading the word about your poor service and providing everyone with evidence.
I will also be complaining about you to the international mobile service quality board (Imsqb) and as well
As to icasa. I do believe that if enough of us complain that our customer rights are being violated, we will win.

As soon as my contract expires i'm gone.

And you will respond to this because it is the final and last correspondence that I provide and never get a
Reply on.

Volgende keer sal julle my in afrikaans help.

Utterly disgusted
Johan

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Richard sa
, ZA
Aug 22, 2016 3:21 am EDT
Verified customer This comment was posted by a verified customer. Learn more

I load roughly R800 of air time a month the day in question I loaded data bundles and when they depleted there was no warning and over R70 gone when I called in they confirmed that it was not my fault and that its there network problem but to avail that such mistakes are not rectified at least my airtime could have been returned leaving cell c.

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Zaine42
, ZA
Jul 20, 2016 7:30 am EDT
Verified customer This comment was posted by a verified customer. Learn more

Today was the third time I send back my phone for repairs at Cell c's repair center after they guaranteed me that the problem is fixed which it was not.
I am now waiting 2 months for my phone because Cell c's repair center is unable to resolve and fix problems with their customers phones.

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Joos
, ZA
Nov 29, 2010 11:13 am EST
Verified customer This comment was posted by a verified customer. Learn more

Not one person at cell c get back to me about my upgrade that they phoned me about?

E
E
early deduction on my account
, GB
Nov 07, 2010 11:06 am EST
Verified customer This comment was posted by a verified customer. Learn more

THE Y MAKE DECTIONS BEFORE TIME WHEN MONTH END ON SUNDAY

R
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Rabelani
, ZA
Jun 24, 2009 4:02 am EDT

i found that cell c i deducting money from my account, i dont have any contract with them.

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MJ POTSANE
, ZA
Jan 05, 2009 3:11 am EST

I ASK FOR AIR TIME AND I WAS PROMISED THAT IT WILL BE LOADED BUT I DINT GOT IT

I
I
Ian Ketterer
,
Oct 07, 2007 12:00 am EDT

My copy of a letter written to cell c says it all.

Good day

I have to say that slowly but surely cell c is making me absolutely GATVOL. I have no other way of putting it.

The last time I received a statement was 2007/06/08. The last time I received itemized billing was 2007/04/12 and only after I requested it. I have FOUR accounts on which I pay for itemized billing so I think that you need to refund me the money that I have paid up to now. R60 /month over 6 months amounts to R360. You people are ripping me off and I am sick of it. It also doesn't help to send me six months worth of itemized billing in one go now. I need the bill same time the debit goes off my account.

You are quick to take money from my account, on the 28th already but your service as far as timely accounts are concerned aren't worth ###. I requested that my statements be mailed but still NO LUCK!

Two of my accounts (numbers ending with 4747 and 4757 respectively) were changed to control chat and only after a visit to head office in cape town was it actually done after much frustration. This month these numbers have not been recharged!

Also my account was debited with more than R800 this month. IMPOSSIBLE!

Two control chat 100 accounts and the other two cannot be more than R150 each.Please explain this, I do not have a statement to check this.

Your ad on this email asks think about switching. You damn right I'm thinking about switching.

Believe me when I say this. I am going to search the net for every possible forum to complain about this. I am going to post as many complaints as I can over the next few months until you resolve my complaints. It is not an empty threat. I have a lot of time on my hands. I am going to blog the hell out of this as well. Get your act together.

I work physically hard for my money and cell c is not giving me my moneys worth. Believe me , I have seen for myself.

I J Ketterer

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LenM
, ZA
Jun 26, 2009 1:07 pm EDT

I am (rather regrettably) a CellC customer... I am fairly active on my phone as my accounts are usually between R500 and R1500 per month. As can be deduced I am fairly depended on my phone for business purposes.
I have, with an alarming frequency, been noting that I am experiencing more and more problems with the CellC network. I travel rather extensively and have never been able to send or receive text message while at either Cape Town International Airport or O.R. Tambo... Furthermore I’d estimate that approximately 20% of my calls get off half way through. And in 50% of cases I simply can’t make or receive calls... I have changed handsets, but this has done nothing to improve the situation! I routinely call the Customer Service number and in most instances I either don’t get through, get through and then get cut off, can’t hear what the operator is saying or in very few instances actually get through to an operator! Whenever I do reach an operator I am informed that “they are working on the network”... Followed by silence...
I have tried to lodge a formal complaint via email, but only received a response a month later saying that they cannot assist as they could not get hold of me on my phone?!
I have four excruciating months left on my contract and should I wish to leave their service I would have to ‘buy out’ the remainder of my contract, as well as pay an additional R1000 penalty... I have tried to port my number to an alternate network and then simply not use the CellC account, but this is supposedly not possible.
I have never in my life regretted a decision as much as joining CellC! Rather ironically I joined CellC because they offered the Samsung U700 with HSDPA... Upon signing all contracts I was informed that HSDPA is however not available on this network, but “they are working on the network”...

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Jax33
, ZA
Aug 03, 2009 9:44 am EDT

I am a Red Carpet client with Cell C and have 4 contracts with them for the last 3 years. If I had to relate every instance of poor service I have endured with these ?#@?'s, I would end up with a series longer than the lord of the Rings trilogy.

I receive my bill via E mail every month and for the last 4 months, my statement reflects that my debit orders have gone off as the usually have for the previous 3 years. so you can imagine my surprise when one of their extremely competent consults phoned me and told me that my lines were being suspended immediately due to non payment for, WAIT for it, The last 4 months.

To clarify, Cell C's statements reflect that the account was up to date, but they suspended my lines. If this doesn't make sense to you, then you understand exactly how I felt.

Anyway, I caused a huge scene and they promptly reconnected me and apologized for treating a "Red carpet client" in such an unprofessional manner. I was given an exclusive number to phone for any assistance and assured that the problem would be resolved immediately.

Well, I am still waiting. I tried the exclusive Red carpet number and well, there is just no answer. I thought I had the wrong number, but then, miraculously, after trying all day, someone did answer. She was extremely helpful and tranferred me to someone who could help me. I was not surprised when the line went dead. That deafening silence was better than any service I had ever experienced with Cell C. I put the phone down and burst out laughing. I mean, what else could I do?

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eugener
, ZA
Jul 21, 2010 5:00 am EDT

Dear all,

I have a query with Cell C ongoing from the 30 June 2010. The feedback / response is so dramatic it is shocking...

Despite reminders that I've been sending daily there is almost no response and this type of service is the worst I've ever experienced.

See email below...
Good day,
I Mr. E. Ramiah was owing Cell C R135.41. My contract ended March / April 2010 and I discontinued this contract.
I have made a cash payment for the outstanding amount yesterday 29/06. (proof of payment attached)
I am disgusted that Cell C had me listed with ITC without advising me this was going to happen... I feel this was very unprofessional and uncalled for!
If Cell C had made me aware this was going to happen I would have made payment sooner.
I need to you confirm that funds have been received and send a letter to ITC to have my name de-listed.
Confirm when this is going to take place.
I hope your response time is just a quick as getting me listed..

ComplaintsBoard
A
12:00 am EST

Cell C Sick and tired of the situation

I would like to express my immense dissatisfaction with cell c. I cannot even remember how long it is that I have been experiencing problems with them.

I have two contracts with cell c. When the contracts were taken out, the contract was not on my name, due the fact that I was not 21 yet and the law required this. The banking details however, were on my name and this was the account that was debited every month.

The first problems started in the first month I had a contract. I was billed for this I did not understand. Whenever I requested and explanation, I received none. I was told that nobody can assist me in any way, as I am not the contract holder. This really frustrated me as I was the one who was paying for it at the end of the day.

A few months later, I tried to transfer the contract to my name. I went to the cell c store in cavendish, and submitted all the documents that they required to make the transfer. I then spoke to oriel khan from the customer complaints department, who told me that no enquiry was actually made to transfer the account to my name.

I asked oriel to assist me regarding the transfer of ownership. The surety I provided was declined. I obtained new surety and tried again. I e-mailed oriel numerous times enquiring as to what the progress of the transfer is, but to no avail. I

in the month of september my bank details changed and I had asked oriel to update these, which she did. At the end of october, my account was not paid because according to the customer care department of cell c, the bank details on record were invalid. The details that were on record, were in fact my old details, which oriel had told me, she updated. How is it possible that one month the details are correct and the following month they have reverted back to the wrong details?

I contacted the customer care department and spoke to a lady by the name of bonolo. She told me she is unable to assist me due to the fact that the contract is on my name, she cannot tell me what the process of the transfer of ownership is because the person that I am dealing with is supposed to assist me.

I spoke to kevin, at the call centre, who was a super star. The only competent person I have dealt with at cell c. He assisted me very well and eventually the transfer of ownership was completed.

I have posted numerous complaints on the site www.Hellopeter.com, you can view them here: http://www.Hellopeter.com/search_results. asp

It is now february, and once again, I am furious.in the month of december, my account was not debited. I passed this off as a mistake on cell c’s side. When now, by the end of january, the payment did not go off, once again, I was concerned.

I called the contact centre, only to discover that once again, cell c managed to get hold of my invalid bank details with the closed account. I updated these details, if my memory serves me correct, on friday. I told the gentleman to please re-submit the debit order. I was told that this was done and the payment should go off within two working days.

By this morning, tuesday 08/01/2008, the payment did not go off. I contacted the call centre to confirm that the correct details are on record. This was confirmed. I went ahead and posted another comment on hellopeter.com as this seems to be the only way in which to get cell c’s attention.

I was informed by the lady who contacted me, that the claim was never resubmitted. As I am sitting here am shaking with anger and disgust.

I feel that you have breached your side of the contract and I do not feel that I have received adequate service from you. Therefore I feel that the contract I signed is no longer valid.

I spoke to somebody in one of your customer care departments and tried to explain to her that I feel the contract should be cancelled, without me paying any penalties. She kept telling me, in a very abrupt tone, that this would not be possible. The conversation kept on going in circles, until I eventually, gave up.

I no longer know what to do and I truly feel that you have not honored your side of the agreement. Therefore I feel the contract should be cancelled, without me being penalized. I feel that I have no other choice, but to resort to the media and my lawyers.

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T
12:00 am EST

Cell C Broken mobile phone

I am currently on my third consecutive Cell C contract. When I renewed my contract in September this year, I was sent a Samsung D900i directly from Cell C. Two and a half months later, my phone was making no sounds so I therefore was unable to hear incoming calls and sms alerts. I reported the faulty phone to Cell C and they said it would take four to six weeks to repair. When I asked a about a "loan phone" during the repair time they told me that it is "not their policy". If I do not have a friend or family member that can lend me a cell phone during the six week repair period, what am I supposed to use? I do not have a home phone and therefore rely on my cell phone. My phone is only two and a half months old...surely it must have some sort of warranty? Cell C's service is nothing short of shocking and as far as I am concerned, I have been a very loyal customer. I am now into my fifth year with them. This will most certainly be my last contract with Cell C.

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12:00 am EDT

Cell C Cell c got a shocking service!

I moved to an Active Chat 220 in February this year. Cell C politely forgot to bill me in Feb and double billed me in March. Now for a conservative cell user (Average bill of R600 per month), a R1000 bill nearly made me faint. Well I first lodged my complaint on the 08th March 07 and to date (27.03.07), nothing has been done. I have even gone as far as emailing the CEO. Not ONE person at Cell C understands that I want a credit and I want to pay off that subscription bill not invoiced in Feb, over three months - NOT ONE PERSON! I have been told that they don't do credits, that I have to manually pay them back the payment arrangement as there system doesn't allow for highly complicated things like what I asked for, AFTER signing an acknowledgment of debt! I have never signed one of those before - the irritation is that they are making THEIR mistake MY problem! I have now had it and have quoted the CEO's office with Cell C's Code of Conduct with no response yet... They do say you can complain to Icasa or take legal action... I think Ill try Icasa first. This has now gone from a simple query to me fuming over the worst service I have ever received from any company... Ill be canceling my contract as soon as I can...

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Joanne Bornman
,
Jul 02, 2008 11:39 pm EDT

I dont agree in total.
You say : "Cell C got a shocking service!"
What service?
Cell C do not have any service.
I cancel a contract after two years contract-
they just kept on deducting monthly payments by debit order for the last 2 1/2 years and refuse to action.
They dont answer emails, phone calls or personal visits.
And Customer complaints... what a joke.
You complain and then...
nothing further.
At least we know that with a terrible service like this no company will with stand the economy without clients because they are chasing them away with their sad reputation.

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annemarie
,
May 17, 2007 6:16 am EDT

I know it happened to me as well. But they forgot to bill me for 4 months and billed me double on month and took the balance at once the next month. "An admin mistake" they called it. But after i phoned them probably about 8 or 9 times concerning this. What kind of service is this and what can further be expected. What happened? It never used to be like this before.

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12:00 am EDT
Resolved
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Cell C - Cell c makes false advertising!

Re: Cell C I am very disappointed in Cell C as I have been a loyal customer for nearly 5 years with 2 contracts. One still active. Last year Aug 2006 I was contacted by one of your sales agents asking me to extend my contract that was expiring that year. I was not keen, until he offered me a Nokia N80 making it sound like the best, most advance phone in...

Read full review of Cell C and 98 comments

Cell C In-depth Review

Overview of Cell C: Cell C is a telecommunications company that offers a wide range of services and products to its customers. With a focus on providing affordable and innovative solutions, Cell C has become a popular choice for many consumers.

Services and Products Offered: Cell C offers a variety of services and products, including mobile voice and data plans, broadband internet, and fixed-line services. They also provide value-added services such as content streaming, international roaming, and device financing options.

Network Coverage and Quality: Cell C has made significant investments in its network infrastructure to improve coverage and quality. While their network coverage is generally good in urban areas, it may be less reliable in rural or remote locations. However, they continue to expand their network to reach more customers.

Pricing and Plans: Cell C offers competitive pricing and a range of flexible plans to suit different needs. They have affordable prepaid options, as well as contract plans with various data and voice allowances. Customers can also take advantage of special promotions and discounts.

Customer Service and Support: Cell C is committed to providing excellent customer service and support. They have a dedicated customer care team that can be reached through various channels, including phone, email, and social media. Customers can expect prompt and helpful assistance with their queries and concerns.

User Experience and Interface: Cell C's user experience and interface are designed to be user-friendly and intuitive. Their mobile app and online portal allow customers to manage their accounts, check usage, and make payments easily. The interface is clean and simple, making it easy for customers to navigate and find what they need.

Additional Features and Benefits: In addition to their core services, Cell C offers various additional features and benefits. These include value-added services like content streaming platforms, device insurance, and loyalty rewards programs. They also partner with other companies to offer exclusive discounts and benefits to their customers.

Competitor Comparison: When compared to its competitors, Cell C stands out for its affordability and innovative offerings. While other providers may have better network coverage or more premium services, Cell C's competitive pricing and value-added features make it a strong contender in the market.

Reputation and Trustworthiness: Cell C has built a solid reputation for being a reliable and trustworthy telecommunications provider. They have been in the industry for many years and have a large customer base. While no company is perfect, Cell C has taken steps to address any issues and improve their services based on customer feedback.

Conclusion and Recommendation: Overall, Cell C offers a range of services and products at competitive prices. Their commitment to customer service, user experience, and innovation sets them apart from other providers. If you're looking for an affordable telecommunications option with good customer support, Cell C is worth considering.

How to file a complaint about Cell C?

1. Log in or create an account: Ensure you are logged in to your ComplaintsBoard.com account. If you do not have an account, please register by providing the necessary details to create one.

2. Navigating to the complaint form: Once logged in, locate the 'File a Complaint' button situated at the top right corner of the website and click on it to access the complaint form.

3. Writing the title: In the 'Complaint Title' field, concisely summarize the main issue you have encountered with Cell C. Make it specific and clear, for example, "Incorrect Billing on Cell C Mobile Plan".

4. Detailing the experience: In the complaint description, provide a detailed account of your experience with Cell C. Mention key areas such as customer service interactions, billing issues, network coverage problems, or any contractual disputes. Include relevant information about transactions, such as dates, amounts, and what the transactions were for. Clearly describe the nature of the issue, including any steps you took to resolve it and how Cell C responded. Explain how this issue has personally affected you, whether it's through service disruption, financial loss, or stress.

5. Attaching supporting documents: Attach any relevant documents that support your complaint, such as correspondence with the company, bills, or contracts. Be cautious not to include sensitive personal information that could compromise your privacy or security.

6. Filling optional fields: Use the 'Claimed Loss' field to state any financial losses you have incurred due to the issue with Cell C. In the 'Desired Outcome' field, specify what resolution you are seeking, whether it's a refund, service restoration, or an apology.

7. Review before submission: Carefully review your complaint for clarity, accuracy, and completeness. Ensure that all the information provided is correct and that your desired outcome is reasonable and clearly stated.

8. Submission process: After reviewing your complaint, click the 'Submit' button to send your complaint to ComplaintsBoard.com for posting.

9. Post-Submission Actions: Keep an eye on your ComplaintsBoard.com account for any responses or updates regarding your complaint. Engage with any replies from Cell C or other users to further your case.

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Use this comments board to leave complaints and reviews about Cell C. Discuss the issues you have had with Cell C and work with their customer service team to find a resolution.