Cell C
reviews and complaints

my name is mlungisi ngeleka i am a customer of cell c. on 30/01/2017 i called cell c to ask for a settlement amount. but they could not help me, i asked to speak to the manager but they refused to let me saying i should speak to them. they are refusing to give me the amount saying i should rather call the following day to ask. i am fed up with this service provider. my number is [protected].
all i want to do is to pay them the settlement and be debt free.

I upgraded on an existing contract during December 2016. The consultant that I spoke to indicated that I would receive an additional 30GB on the contract once off to be utilized over 3 months.

I only received 5GB. When I contacted the customer care service, I was informed that it was only 5GB and not 30GB, I must have misunderstood or not heard properly what I was told.
I need to go to the nearest Cell C store to listen to the recording.

Why cant I be forwarded a copy of the recording and why do I need to go to a Cell C store if I am sure that I was told 30GB.

Cell C needs to honour the agreement as it was sold to me.

Good day

my name is Moloti Malemela([protected]/[protected]).

On 27 January I made made a call to check my payments. I spoke to a consultant named Miss Ncamisile Mbhele whom her team leader is Mrs/Miss Bonisiwe Gina.

The consultant was very harsh, rude and unprofessional towards me when conducting a security check with me.I have to repeat myself so many times.
I feel very useless and undermined by your consultant due her poor service which provided to me.i made a request to speak to her manager/team leader and she asked me to hold the line so she can check if her manager/team leader is available but I hold the line until it drops.

I am very disappointed with the service which lead me to loose interest to your company as I was checking payments so that take a new contract with cellC.

Yours sadly
Malemela M.C
[protected]

I took out a contract with Glocell when they had promotion in May advertising to get a cruise when you take out a 24 month contract with them .I registered for my cruise before the cut off date and then phoned TLC November. They then told me I need to send my booking to them with our id numbers and date which I would like to book which I did for 28-29 Jan 2017 before the end of November 2016. I got an automatic email response saying that the booking will take 10 days to process. After that I heard nothing and started following up numerous times with phone calls. I promised my boys a cruise holiday that was supposed to take place this weekend. I'm extremely disappointed by the poor customer service and would not have taken out this contract with GloCell if I knew this was going to happen. Empty promises that is what it is. Please see all email correspondence I've attached.

- Confirmed and approved cell phone contract in place
- Completed all required documents and sent to Glocell / LTC rewards in time.
- Glocell / TLC acknowledges receipt of all documents.
- Glocell fails to respond to emails (5 emails)
- Glocell fails to respond to telephone call ( over 50 calls)

Is this the correct way to manage customers?
Glocell Management, Please resolve this messy : "FREE CRUISE" failing in which, you will hear the other side of MSC once my complaint reaches them.

On 06 January 2017 we made a payment to cell c in error, a call was made to cell advising of the error and a refund request was logged under reference# [protected] and we were advised it will take 7 working days for us to receive the money, the next day we realized cell c did not have our bank details as we were paying account cash we then made contact with cell advising of this, we were told an agent will contact my husband to update bank details on Monday 09-01-2017, no call was received on Monday and Tuesday, we again called cell c and was advised if the same thing, my husband called on Wednesday and was told same thing, seeing that time was passing, he then called and requested to speak to a manager who also said she will arrange for someone to call and update those bank details, this dragged until Friday 13-01-2017 when we eventually received that call and details were updated. We were advised the refund has been processed and we should have funds on account within 7 working days. 7 days went passed and still no funds in account. Yesterday both my husband and myself twitted to the Cell C support about this and someone called my husband yesterday to apologize and confirmed that payment has been made and will reflect within the next 7 working days, I also got a call this morning advising of the same thing. I explained to the consultant I spoke to that we can not accept that as this is the same thing we were told on 06-01-2017 and again on 13-01-2017 and still we have not received the refund. I was very clear to the consultant that we are not accepting their response as it is no different to what we have been told already and right now we can not afford to wait any longer, this was not money lying around, it was supposed to have been used on other things and till this day those things are still pending, I can not understand the level of incompetence received from cell c and I think they don't realize how much effect this has on us financially, to them we are just one of the many customers and that doesn't mean anything to them. I was promised a call back today by 10:00 to advise of the way forward and till now I am still waiting for that call.

First let me say the Cel C Eastgate branch that is dealing with my complaint has done everything and then some to make me happy.
Last year I misplaced my phone, reported it stolen blacklisted it found it unblocked unblacklisted it, and that phone never worked properly again. I would go into a shopping centre and get no signal, I would be at home and most evenings no signal, I travel out of Johannesburg and no signal. This is beyond funny, my bill isn't reduced because my phone doesn't work, this month of January I haven't used it once.
I am requesting a new phone. Not a re repaired phone.
Eastgate Cel C is happy to oblige, but needs the bosses to ok.
I belief is it is time the bosses did the right thing and gave me a new phone.
Kindest regards
Anne Krause
[protected]@icloud.com
[protected]

To whom it may concern.

I am absolutely livid as to the laziness and completely non-cooperative attitude that I have experienced from the Cell C Legal department regarding a contract I took out with them over 5 years ago. Everytime I have tried to resolve this issue, they are basically not willing to hear me out an allow me to sort this out.

This is what happened. I had a contract with Cell C which was for the phone number [protected], I tried to cancel the contract when they said that I needed to pay in the amount of the rest of the contract. I was unfortunately unemployed at the time and I therefore couldn't pay the amount required. My account was then handed over to a legal attorney called NDS. I tried to make a payment arrangement with them but unfortunately couldn't afford what they were expecting me to pay. As soon as I found work I tried to contact NDS who said that the account had been handed back to Cell C. So I therefore tried to get hold of Cell C, they then put me through to the legal department and the call cut. I then tried again, but the call cut for a second time. I then tried at third time an eventually was able to speak to someone. This person said that my account was not with them they said that it was with NDS, to which I said that I had already spoken to them and they said that it was with Cell C. I am absolutely livid as to Cell C not taking responsibility for the account.

About 2 years ago I needed to pay an amount of R850, and just recently when I spoke to this lady at Cell C legal, she said I owed in excess of R3800. Who the hell can afford that much in penalty fees when I have tried to sort this out. Please can someone get hold of me urgently as I expect the amount that I need to pay to be cleared and for Cell C to issue a formal letter apologizing for there lack of customer service.

Once again I would like to say that I EXPECT THIS AMOUNT TO BE COMPLETELY CLEARED AND MY ITC RECORD TO BE COMPLETELY CLEARED.

Richard
Cellphone Number: [protected]
Email Address: [protected]@gmail.com

Took out a contract with Glocell. Mainly for the cruise promotion. Take came to apply for the cruise in November 2016 did the necessary submitted all details within the stipulated period. We then received forms that we filled and returned and then we where asked to as we will received confirmation of travel details within 10 days and nothing has happened. Made several calls and emails to tlc and glocell customer service and still no response. Went into your store at Cresta I was told that I was going to receive a cruise voucher from glocell and I must make direct bookings with MSC but no contact still. 2 weeks ago I called the customer service about 2 weeks ago and the agent said they are sending out the vouchers today, its 2 weeks down the line and nothing as happened. I am now looking to take this to media if I don't get an immediate response and further legal action.

to whom it may concern,

in November last year (14.11.16 to be exact) I went into the Glocell store at Westwood Mall to terminate my contract. I had spoken to the consultant named Sheldon.

he handed me the termination form which was filled in & faxed through to head office along with my ID. Sheldon advised me that the last debit would take place at the end of December 2016.

however, I received a January invoice from Glocell so I contacted the Westwood mall store to advise them of the same. after being transferred from call to call & consultant to consultant I eventually got hold of the store manager who then suggested I re-fill in a termination form & he will arrange for an immediate termination. I refused to do such & told him that I would email him the copy which I filled in originally.

I had emailed the store manager the copy to which I hadn't received a response & it is nearly impossible to get through to the store telephonically.

I am starting to wonder if there are any humans actually working at Glocell. Tried calling them on 16th January 2017 with no answer after having sat in the queue for 40 odd minutes with no answer. Resorted to mailing customer support at 13.05, no response. Resent same mail 17/1/2017 at 13.07. Still no response. Today called the call center. After having held on for 10 minutes, automated voice wants me to record a message or press star for an operator. Well guess what. no chance of getting through to an a operator and call was then disconnected.

Please can the billing query on account APP0115546 be attended to. Requested that the 20g bundle be cancelled in October. Was done for one month but then back on account for December and January bills. Kindly refund me for this and ensure that this bundle is in fact cancelled.

Regards,
Penny

I applied for a contract on the 11th of january 2017 - agreement number:[protected]
Today is the 18 of january 2017, still there is no record of my contract and the porting has been deleted twice from mtn to cell c.
I was advised to go the store on two occasions, they have tried to assist me but getting no assistance from cell c. Nobody seems to know what is going on. The only person making any effort is the sales lady at cell c tyger valley lucyndi. She unfortunately is getting the same run around from the cell c customer service.

Called yesterday for the fifth time support Department [protected] which I was told that someone would be able to assist me with the Contract I have taken and was supposed to receive Cruise Vouchers.
It goes from 9th in the queue to 2nd in the queue and the call cuts off. What is going on, there are so many people that’s complaining about the Contracts which was taken last year regarding the Vouchers.

I don’t even know what the cell no. is for my Contract has this was taken only for the Cruise Vouchers. If this was a false advertisement then I would like my Contract to be cancelled. Immediately.

I need someone to call me A.S.A.P on [protected].

If no response I will take this up further...

Frastrated Client

My cell number is [protected]
I was on holiday in Cape Town when my phone indicated "no service"
I went down to Tygervalley Cell C on the 6th January and did a sim swap for R114.00
Exactly a week later the same thing happens NO SERVICE
Now in Hout Bay I went to the Cell C store there and was told the sim was faulty and that I would have to pay R114.00 again as trying to get a credit this time of the year was going to be a problem.
Not Three days later the sim fails AGAIN..I have a Microsoft Phone purchased from your Lakeside Mall Cell C store and use a Vodacom sim as a backup.
After swappimg the sims in different ports I had the sme result..NO SERVICE

This morning 17th January I go to Lakeside Mall Cell C and was attended to by "Rose"
Rose had her back to me most of the time as she was fidgeting with her cell p[hone and was very blaze and abrupt. She tells me my phone is faulty without even checking it.
I asked her for a Cell C sim so I can show her its the sim to which she replied "I dont Have One" Now fed up by her lack of compassion and her attitude I raised my voice which miraculously produced a sim card.
I put the card in my phone and guess what ? It worked...
She then told me if I wanted a sim swap then I must pay again ..
I said why ? Because this is a different franchise she replied.
My next question baffled me when I asked her that if I purchase a new sim card and it failed again what would then happen.
I must hand in my phone for repair she said right after I proved to her that the phone was working.
Realizing I was going to get nowhere with here I asked her for a new sim which I said I would p[ay for and would take up the matter with Cell C
She asked me for my ID which I did not have on me only the receipt from the last purchase.
I cant help you without your ID she said as she turned her back on me once again.
For the record my contract is up for renewal in two months and guess what ? I am cancelling..
You should seriously think about how you recruit your staff
Shaun Burger
[protected] Vodacom because CELL C DOESNT WORK

i found out November 2016 that cell c has been deducting from my account, i immediately reversed it and called them they asked me to make an affidavit and email to [protected]@celc.co.za and i did they emailed back and said they would call after two day they didn't and just continued taking money from me i have been paying R30 every time i reversed the money from my account. first week of January i sent another email and i have not heard from them. today the 17th January i called the fraud department the women just put me on hold. they do that when they don't want to deal with your problem especial the black agents in the call centers. i am black and this is just what i have experienced.

On the 03rd of april 2015 I took a wi-fi modem device at the dealer 3657835 which upon subscription the monthly installment was r99 per month.

The sales consultant then advised me that there is an additional amount we can chose to allow the access to exceed by. I chose r50 maximum for the instalment to increase by per month for exceeding the limit offered as per the contract. A debit order had been set up on my account to ensure funds are withdrawn on time.

Around september/october 2016 I had fraudulent contracts taken at vodacom, telkom and mtn. I have never applied for or taken a single contract with any of these service providers. To date I am still baffled how my personal details, banking details and my personal documents were accessed. Huge amounts of money was being deducted off my account by these service providers resulting in my bank account being closed in november 2016.

I went into the gateway store and cancelled my debit order at dealer 3657835 due to my bank account being closed as there was an investigation carried. I requested the banking details which I was provided and I clearly advised the consultant that I do not want the subscription to exceed the amount of r99 a month and to cancel the excess r50. He then advised me that he would round the installment off to r100 which I agreed on. The consultant assured me that all changes had been made on system and that I should continue making a cash monthly subscription of r100 at nedbank as per my contract which I abided to.

I continued to make use of this device up until the 05th of january 2016. I was no longer able to obtain access of the device. This is when I then called the customer care line for assistance. I spoke to a consultant who advised me that I was in arrears for two months. He could see my payments of r100 for both november and december but there was additional amounts owing. I explained that this could not be possible as I should have a capped installment of r100 as per my request. I explained to him that this is total negligence and I will not accept responsibility for any additional amounts exceeding my binding contract. Someone somewhere did not do their jobs properly and this needs to be sorted. He logged a case assuring me with a 48 hour turnaround time and provided me with a case number: [protected]. He also mentioned that it is not good going into the store to have made the debit to cash change as it is difficult to know who is responsible for making the changes. My question is if I took the contract at the store, how ridiculous is it for me not to get proper assistance at the store. Are you not able to see notes on your system to indicate the agent who assisted me?

By the 10th jan 2017 there was still no feedback. I called in again and was advised by the consultant that I should provide one more day to you guys and I would receive a call the very same day with feedback. She advised she would be sending an alert to the person responsible for investigating the case. No call was received for that day. Neither was a call received on the 11th jan 2017. I called in on the 11th jan 2016 and the agent advised me that the problem was still not resolved, the same story with this lady which was that she would send an alert to the guys responsible in resolving this case. She advised that I would receive feedback on the very same day and if I did not I must call in and request to speak to a team leader. On that day, still no call. I then called in again on the 12th of jan 2017 and spoke to another consultant who advised me that she cannot access the case as the case was locked out but she would make a note on system and gave me a case number [protected] advising that she would link this case number to the initial case number. She advised that she would be directing this case to the team leader and I would receive feedback on the same day. To date still no feedback. I called in 3x on the 15th jan 2017 and the call was cut on all 3 occasions after I provided the consultants with the case number.

I have had the most pathetic service from these cell c consultants and nobody could provide me with answers. I have never applied or nor do I have any cell contracts on my name with any cell service providers and expected much more from cell c. I have been a loyal cell c customer (prepaid) for the past 10+ years and thus the reason for me deciding to give the wi-fi modem contract a try and believe me I am most disgusted with cell c service I have received thus far. Who do these guys report to? Do the team leaders not have a system in place in attending to all overdue outstanding queries. Your turn around time of 48 hours have now gone to 120 hours and still no decency in providing me with some sort of feedback for the delay. What pathetic service.

How long more before I receive feedback?

My phone got stolen on wednesday and I called cell c early morning on the 12 dec annd requested for then to block the phone after I discovered the person who stole had access to all my personal information and wanted money in exchange to not misusing it.

I went to open a case, that was not successful because they require an itc number.

I called cell c more than 5 times requesting their urgent assistance but only to be told it will take 48 hours, which defeats the purpose. I spoke to consultants, supervisors and a manager but was turned down.

Is this how cell c really work? This is my life and future and it is not safe to be in the position I am in. My reputation is ruined from this and what I care much about is my documentations, identification docs.

Please find a way to asssist me on this.

My complaint is regarding the service i have received from Cell C regarding my faulty iPhone 6s

After doing the update in October i realised that my phone was faulty and was not connecting to wifi and my battery did not last.I went to the V &A store and was advised that it takes 21 days to get feedback and i should rather go to the Istore. My phone refused to setup and they told me to buy data rather which i did and setup the phone using that

I then went to the Istore and they told me that the update was probably incomplete and i should re-install it using my PC, i did that but the problems persisted. I then decided to clean the phone and i was only using it to get calls, the battery would still die within a day. I was using my 5s for my music and all the other apps and it lasted which made no sense

So on 3 November 2016 i placed my phone with the cavendish store for an assessment, on the 4th i received an sms that the device has been booked in reference number WPCAP66842, on the 11th another sms advising that the device has been received at Cell C repair centre (ARC) and is queen for an assessment, on the 14th another sms advising that the device has been allocated to a technician and on the 16th that my device has been dispatched from the Repair centre. Great service thus far

I then waited but received nothing from that date, so after 21 day, 5 days from the day i received the last sms 25 November 2016 i decided to go to the store in Cavendish to check on my phone. After waiting for an hour i was then advised that they were unable to do anything as find my iPhone was not switched off. We switched find my iPhone and i try to book it again, apparently the job was still open and it would not allow them to book it in. The consultant advised me to leave it there and he will book it in once that job is closed. On the 28th i received an sms that my device was ready for collection at my point of book. I was quite puzzled as i had not received the sms's as before so on the 29th i decided to visit the store.

When i got to the store the consultant advised me that the phone was picked up that morning and is at the cells repair centre. so i waited another 3 days, still no sms's as before so i decided to call the customer care to check on the status of the device. I was then advised that those consultants are lying to me and my phone was still with the store, the lady advised me that i need to contact Mr Bebbarman. Disturbed by this on friday i went back to the store they gave me back my phone but i did not want to book it in with them due to their lack of customer care.

On the 27th i booked my phone again on the V&A store, i was issued with a reference number immediately this time WPCAP86184, on the 4th i received an sms that my device has been allocated to a technician and later on that day another sms advising me that the assessment on my device has been approved under CPA and i need to contact or book my point of booking for a replacement. great service again.

When i got to the store i was advised that my account has been credited with 12.5k and i can pick any device from the list and would need to pay the difference, but unfortunately they do not have stock at the moment and i should come back the following wednesday

I went to the store on the 11th and i was advised that Cell C head office does not want to approve the device that i want iPhone 7 and i should get the device that i had. I then requested for my iPhone 6s rose gold. I was told that they do not have stock in the country and i must go for the gold or black, since this was less on the price list i asked what happens to the difference in my account and i was advised that i will just lose it. Question why credit my account with an amount that i cannot use fully? Riedwaan however said that he will escalate this issue with head office and i should come back on Thursday. I was at the store yesterday and they still could not assist me he took my details and email address and said he will get back to me. I still do not have any feedback. I called the call centre yesterday and they said they will get back to me today at 9;30 am, no one called me today

I am rather frustrated and disturbed by this service. I have not had a phone for 3 months which i am paying for timeously and not receiving the full service. I am now forced to cancel this contract with immediate effect as i do not have the time to be visiting the store and calling the customer care where i am not assisted. Please assist so that i am able to take out a contract with my number

Regards,
Zuki Dyomfana
[protected]

Main problem is: On the 7th of December2016 I applied for a new contract when one of your consultants phoned me with a deal (R89 for 1gig data) He later corrected himself by saying it is 500meg for R89, I replied back and said that he said for 1gig. I in any case took the deal but said I want 1gig and that I would like me prepaid number to be activated on this deal ([protected])
When the tablet was delivered with one sim. I phoned the activation department and asked why I should use the new sim if I can use my old one still. (The number stays the same isn’t it?) He said only if I needed to do a sim swap to be able to use the micro sim will it be necessary.
On the 2nd of January I saw I didn’t get the 1gig and thought it might be due to the holidays.
So I waited till the 4th. Still no Data that’s when I phoned and the they send me the
Individual Subscriber Agreement (Agreement Number: [protected])
There I saw that I was given the wrong package. Not that I asked and was agreed upon.

The following is my conversations held with your call agents in regards to this:
Date: +/- 04/01/2017
Time of call: between 07:00 and 12:00
Time expecting call back: Never said
Person spoken to: Tabiso or Sibisizo
Reference number: Not given
Held on for 10 minutes before call went through
Then was transferred 3 times

Date: 11/01/2017
Time of call: +/- 09:30
Time expecting call back: before 17:00
Person spoken to: Camiel Amos
Reference number: [protected]
Transferred 6 times
Could not help
Went to Cell C store in Secunda Mall for assistance
They gave me this info and spoken to customer care.

Date: 13/01/2017
Time of call: +/- 10:25
Time expecting call back: 15:00
Person spoken to: Lindiwe Kumalo
Reference number: [protected]
Said she will look into this matter and call me back.

I even asked for the voice recording for the that date on several times

Regards
Werner Janse van Rensburg
ID: [protected]
[protected]
[protected]

Good day sir

I would like to inform you about my frustration I have with Cell C Direct service.

I was offered a contract in April 2016 for wifi rooter. It was delivered to my house without a sim card.

Ever since I have been struggeling to get the rooter activated. I called numerous numbers but are send from pillar to post.

I was adviced to buy an unregistered sim card, then I have to call 084140 so they can activate sim. I did that but nothing still works.

After more calls I was adviced to call 084143, then 084145...I also visited branch in Parow Centre and Canal Walk, Cape Town for assistance.

No one seems to be able to help and they keep on reffering me to call centre numbers, where nothing seems to be done.

I was promised on 3 occasions that they will fix the matter by doing a sim swop.

Nothing done...today I visited branch in Zevenwacht Mall where a helpful Amy tried to assist but I saw her frustration on her face too. She was told that I should pay for the sim swop after she called three times. One of the times I witnessed that the phone was put down in her face.

Is this the way Cell C deal with customer concerns?

I am paying this contract for 10 months and cant make use of any data. I never used anything but my money are being withdrawn from my account diligently, every month. I feel that your company benefits on my account.

Here I am again...frustrated and feel I want to cancel this contract with immediate effect. I hereby request Cell C to reimburse all payments that was deducted from my account immediately. Please send your delivery service to collect your rooter.

I no longer want to deal with Cell C.

I trust to hear from you.

Morris Jacobs
[protected]