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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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Newest Cell C reviews & complaints

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J
11:04 pm EDT
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Cell C contract application

Morning my name is Jane I went to cell c Savannah mall to apply for a cell phone contract, it was declined. I asked why was it declined to my surprise I was told that it's declined because my pay slip does not reflect UIF. So my question was does cell c deduct money from UIF or bank account. I was told that they only want customers with UIF contributions on the salary slip and that I earn too much. My question is what should one have to qualify for a cell contract?

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2:03 am EDT

Cell C evolve tablet

Good Day.

My name is Chantelle Heslop.
I purchased a cell c evolve tablet on a contract 11 days ago.
I did my homework with finding out as much information regarding the contract including payment details.

Two days after receiving the tablet, I receive an sms telling me that i need to make sure funds are in my account because Cell c will be debiting my account. I was furious because this was not told to me. after calling the call centre, who told me that i would be called back, nothing was done. and this illegal debit order was taken off my account.

To add insult to injury, the tablet starts freezing to the point where it cannot be used. this 6 days after purchase. I called the customer service department, who transferred me to the technical department, and was told to go into my nearest cell c branch where they will at the device while i wait in the store.
I took leave as soon as i could, which was 2 days later, and went into the Bluff cell c branch. I was informed in the cell c branch that apparently the call centre had given me incorrect information as the stores do not have technicians.
I have now wait 21 working days for Cell c to see what the problem is with the BRAND NEW tablet I AM PAYING FOR! Now i must run up and down to go and fetch my charger and earphones, because apparently i need to send everything this tablet came with to got to jhb. which would be fine, if i was told this before i had made the trip to the store. this has been such a HUGE inconvenience.
This has been the worst customer service i have ever had the misfortune of experiencing.
Not only do I have not have the tablet, but i am expected to pay for 21 days for a service i am not getting!
Now i must double check what the walk in store tells me against what eh call centre tells me. Because evidently cell c staff get paid for ME having to do THEIR CUSTOMER SERVICE WORK!

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C
10:48 pm EDT
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Cell C cell phone contract

I have been trying to cancel my contract for 5 weeks now. I send through all my details with all the relevant forms 4 times, and when I phone them, they have not received the forms. 2 people said that they will personally escialte the request, an till today, nothing has happened, I still sit with the contract, and my 24 months are over. I, unfortunally have been transferred from autopage to glocell an are very, very dissapointed with the treatment I receive for being a customer for more that 12 years. I will not recomend glocell for any cell contrats.

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6:50 am EDT
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Cell C cancelled contract still being billed

I was also one of the unfortunate people who got transferred from Autopage to Glocell. Their service has been pathetic, and then I am being nice.

My contract was cancelled in April but every month they keep billing me and deducting it from my account. I have to reverse it every time.

I have sent numerous emails and overtime they just say they are working on it. Really? How long can it take?

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I
12:18 am EDT

Cell C no cell phone service, for 4 days

I have been a client for 4 years now. My number is [protected]. I have not had signal or cellphone service since Saturday Morning 08 Oct 2016. I called Cell C customer line, refrred to business line, referred to a form for network coverage problem. I have a referrenece no [protected]. I have logged a request for assistance on Cell C Facebook page. Am told that the problem is my phone & simcard. However when I go to the Cell C service centre in Edenvale, I get signal. So the problem is not my sim or phone, but that something has broken on the network and needs to be fixed. If I have had a signal for 4 years, and something has changed that in the past 4 days, maybe technicians who are supposed to look after the network should assist.

This is so dissapointing that Cell C markets a service that they cannot deliver, as well what they charge me for.

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Nes...
, US
Oct 19, 2016 5:04 am EDT

I have two cell c contracts in a space of Two months both the sim cards was not working ( the sim cards had never been removed) well C Cell customer service employees (which are extremely useless, rude and confused them self) said the the sim cards are damaged and that i now have to buy a new sim card and PAY for a sim swop? How long does the sim card get last? They have cheaper cell phones deals but by the time the contact is over the sim card gives up, there extra chargers on your bill and forever having signal or service issues, the call center employees can never help all the do is transfer you to different departments and you have to explain your query over and over again to different ppl which is frustrating, i WONT be taking another cellphone contact with cell c again, advertising is good, service is terrible!

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B
2:45 am EDT
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Cell C data bundle mis selling

Completely unprofessional and gross misconduct to impose un published restrictions on advertised service.

Cell c offered a "100gb data bundle valid for 365 days" costing r1399 some months ago which I bought after being advised in detail by the store manager.

I was specifically told that there were no other restrictions.
I have used less than 1 gb

I didn't use the bundle for more than 90 days and they have now permanently disabled my sim!

The manger at the hout bay centre says "they were unaware of such a 90 day cut off when they recommended the bundle to me".

I have written a formal complaint to customer service, 4 days ago and have heard nothing back from them after a direct complaint.

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D
10:10 pm EDT

Cell C limit on upgrade not done!!!

I went to cell c v&a waterfront on the 30th of july 2016 to upgrade me contract (which I should rather cancelled). mr w davids assisted me with the upgrade. I requested a limit be put on the contract as I didn't want to pay more than the monthly subscription. I was informed that there was a minimum of r 50.00, which is weird however I still agreed to the limit. on the 18th of september 2016, I checked by balance and it showed that I owed r 800.00. my monthly fee is r 399.00, plus the limit of r 50.00 so therefore I should only ever owe r 449.00. I contacted the branch that I upgraded at and spoke to mr d shicani, I told him the whole story and he said that the limit was never put on the contract. I instructed him to put the limit on and sort out the issue of being over-charged. I informed him that I would not be paying more than r 449.00 as that is what I agreed to. he told me that it was no problem he would sort it out with mr w davids. I had not heard back about anything, so I went into the store on the 30th of september 2016 to get this sorted out once and for all. I was helped by naeem. I informed him of the whole story and stated that I did not receive a copy of the upgrade contract, which is not in line with ncpa. he said that he would request a copy of the contract and sort out the refund. I advised that I didn't need a refund as I had not paid for the full bill, cell c must just credit my account with the difference. on the 3rd of october 2016, I received an sms stating that my account would be suspended if I do not make payment. I contacted the branch again at 13:02, left a message with someone for naeem or a manager to call me back. at 17:50 I called again as I had not received a call back. I spoke to dominique, an assistant manager, who said she would get it sorted (by this stage I had heard that so many times). I got a call back on the 4th of october 2016, naeem informed me that the branch would be refunding me and I would need to pay cell c for the outstanding bill. I asked him to ensure that the account does not get suspended while we sort all of this out. he assured me that it would not be (famous last words). on the 5th of october 2016, I received an sms stating that my account had been suspended due to non-payment. I called the branch immediately and went off at dominique, as I had been trying to sort all this out from the 18th of september 2016. it is not like I just received by statement (which I still cannot open as cell c keep changing the format!) and decided not to pay! I cannot believe that they can treat their clients like this. I explained the whole story again and told dominique that she needs to re-activate the account immediately. she called back about 30 minutes later to inform me that the account was active again and that my refund would take place the next day, being the 6th of october 2016. now we wait and see. I just cannot believe that a service provider can treat clients like this and then they wonder why people cancel contracts and go prepaid!

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M
4:49 am EDT

Cell C termination of contract with immediate effect

I went to the Glocell Centurion Mall store on the 25th September asking advice about termination of a contract and taking my current number to prepaid. I was informed that I need to settle the amount and it will be terminated in 24 hours, just sending proof of payment... What a load of horse crap... I then went to find out at another service provider enquiring about a new contract because they said my phone number will be available in 24 hours. The following day 26 Sept I inquire if it has been done, but none of the staff told me I should have filled in a termination form with my id document attached. So I filled in the document and attached my ID copy. On 27 Sept I went back to the shop to find out if it was ready on prepaid, then they said I need to resend proof of payment. I sent proof of payment 12 times. Still nothing. I phoned many times the 0841234 (customer support line). I want to terminate with immediate effect because going 7 times back to a shop with no results are pathetic. Every time I phone the customer support number I have to hold for +40 min before anybody answers and also cut off many times. When I phoned today, they did receive all documents and said I need to wait for 30 days before the contract will be cancelled. I don't want to cancel my contract after the turn around time, I want to terminate with immediate effect. Having my contact number: [protected] available on prepaid. They also said there is a 16 month left on my contract? What? I settled my contract to not have it anymore. I only want my number available.

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Claraleni
, ZA
Sep 17, 2018 6:31 am EDT
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Is there any contact details for the dept collectors for Golcell?
I need a letter from them to get my name cleaned.
Leniolivier12 @gmail.com

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Bill Meyer
, US
Apr 18, 2018 4:39 am EDT

You are lucky.
I cannot even get through to their "Support / Customer Care" line. All the emails send to them bounce. Even the once from the so-called collection agency.
Also had Autopage accounts that was switched over - told them to cancel at end of contract - which they obviously ignore - and make it impossible to contact them in order to answer queries. Not to mention - they did not honour the insurance contract, and even after requesting to stop deducting for insurance, they kept on putting it on the bill.
They never phone back, they don't answer the Customer Support Line, and their email accounts all bounce.

Luckily - they cannot deduct as I pay via EFT. If it was not for that I would not have been able to get them to honour the first insurance claim where between them and Autopage they lost the device returned from repairs.
When they eventually called back, and realising that no further payment was forthcoming until they resolve the insurance claim - suddenly they gave attention to it.

Now they just ignore any cancellation requests and still try to get insurance payment for an insurance they've been instructed to cancel since they said that they will not be honouring it.

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NelsonM
, ZA
Dec 06, 2017 12:04 am EST

I have the same problem. The service is putrid. its like their entire team are aliens. I am waiting for over 6 months for a response and I don't even have a sim card yet I am being billed. Its like they took the most stupid, useless people in the country and employed them at Glocell. This is the most pathetic company I have ever come across EVER!

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Christo123
, ZA
Oct 16, 2016 10:51 pm EDT
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I sit with the same problem, they do not want to terminate the contract, I have also phoned so many times but nothing has happend till now,

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Lehanne Harding Creevy
, US
Feb 08, 2017 3:06 am EST
Replying to comment of Christo123

I have spent so much money trying to get this sorted. i email them everyday, they read the email, but dont reply. I will be cancelling my debit order, then they can try get the money from me!(im sure i will then hear from them) I have all my emails etc as proof that i cancelled my contract! Have NEVER dealt with such a useless company

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E
2:43 am EDT
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Cell C paying for handset that was never received

I used to be a Nashua then Autopage client. Now I was forced to move over to Glocell. I have paid all my accounts up to date but still it reflects on statement that I owe in 60 days +. I have sent the proofs of payment numerous times (I refer [protected] and [protected]). I ALSO AM PAYING FOR A HANDSET NEVER RECEIVED! I refer Cell number [protected]. What is my next step - do I take legal action as they are in breach of contract? When I get upset about this horrifically poor service they throw the phone down in my ear - Kwengisa was the woman that did it to me today. I want to stop paying but don't want to be black listed - what can I do? I simply cannot pay almost R300 per month for something I don't have?

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12:51 am EDT

Cell C contract and billing

I took out a top up contract with Michelle at the Glocell call centre on the 7th April 2016 for R129.00 a month and also asked for the porting of my number [protected] to be done. After a long wait, after fighting with them for almost 3 months my number was ported and sorted and because Glocell activated my phone so late, the incorrect billing was done. I have spoken to many people in the support centre and even liaised with the regional manager Armnot who assured me that this will be sorted but to date nothing has been sorted and I am being charged R155.00 a month. As usual nothing has been done to date. Last month I spoke to Kevin at the support centre and he deactivated my CLI and itemised billing, however I was still charged for this in my billing. R155.00 was still taken out again this month. I have asked for statements and nothing was sent. I received a mail from Kevin stating that all was sorted, however still nothing was done. I have not heard from Glocell with regard to this and every time I call Glocell, I wait for over 30 minutes and I still don't get through. Every time I call the regional Manager Armnot, he doesn't answer. As per the telecom when I took the contract, I was told I will only pay R129.00 but I am paying R155.00 and this is a breach in the contract. My colleagues have taken the same contract at the same time with me and they have CLI and itemised billing and only pay R129.00 per month. Why my contract is different, I don't know and Glocell cannot give me any answers. They are so incompetent, even the regional manager does not know.

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4:25 pm EDT
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Cell C telephone blacklisting

On the 6th July I lost my phone and requested cell C Alberton to blacklist it . The assisted me to do a sim swap. On the 14th August the phone was found. I went back to Cell C to request the un blacklisting and was informed the the phone was not blacklisted . I went to Vodacom and unfortunately the phone did not work . The agent at Vodacom traced the problem and was informed that Cell C blacklisted the phone as a result Vodacom could not assist. She resend the affidavit and never received ant response . On the 23rd of September we both went to cell C and they insisted that it was not blacklisted by them . At this point in time I don't know what to do because the phone is not working. I can only access wi fi

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2:17 am EDT

Cell C internet

I am so sick of buying data because of the bad internet on my sim card, I use a dongle with prepaid data, I have bought 3 times the amount this month then I usually do - and doing the same amount of work - now please what is going on, Have tried to contact the service centre, technical dept, have been cut off 4 times, had to repeat my story over and over again, then get cut off again, used all my airtime just trying to get somewhere and still nothing, My date kbs incoming goes like this then it is 1.6kbs then up to 914kbs, then drops again to 12.35kbs then up to 126kbs and so it goes on, this is totally rediculous really, my data sim is [protected] used in a dongle, can someone please help me in this matter, otherwise going to change my service provider as cannot afford to carry on like this, you can check how much data I have purchased in the passed month ... madness

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9:31 am EDT
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Cell C misrepresenting/wrong information to customers on sales

I am writing to you as a very frustrated customer. My partner took out a “mifi-wifi” contract with you guys which was advertised for R99.00 The sale itself was done via telephone and even though the order took long to be delivered and not delivered as what he was advised over the phone, we were still patient and happy to eventually receive it. Now month end of June came and an invoice for R1723.95 came followed by another bill for R4497.94 for July. How did this happen when it was advised that it would be R99.00 no additional costs were advised. Is this not a false sale based on misrepresenting information or providing incomplete/incorrect information to a customer.

We have tried to call the call centre and all that was done was to log a dispute. We have followed up twice by calling into the call centre and yet all we get is that it has been escalated with no feedback. We have put the escalation on Hello Peter hoping to find some help and all we have received was an email response stating that we will be contacted and the matter is being looked in to. We are not in September and no feedback contact has been made from Glocell. Being from a customer environment I find this shocking and appalling. This is not my final attempt at trying to get assistance with the matter.

Kindly send the call recording as all sales need to be on a recorded line and also provide me with the Ombudsman for sales/goods and services details as this is where I will be heading if I am still not finding any joy in getting this matter resolved.

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12:18 pm EDT

Cell C money been deducted for a device I don't have

I took out an additional contract for a Samsung TAB. The next day I returned the TAB and sim back to the store as the device was faulty. They were going to do an OFB. The OFB returned the device was faulty and a RMA was given. I requested a cancellation of the contract. The request was submitted in July as I am being charged since for a device I don’t have and a contract that was cancelled. I requested for a cancellation letter and received none. I am getting no feedback from Cell C.

They have handed this account to their legal department for a device I don’t have and a cancelled contract. My bank account is still being deducted.

The contract number is [protected]. Have this resolved immediately.

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10:27 pm EDT

Cell C upgrade sim swap

cell c I’m sick and tired of you guys now, I’m still waiting for someone to call me about my sim swap even now yesterday I spoke to someone about if and she told me the very same story that someone will contact within 2 to 4 working hours and its Tuesday today I don’t even know how many hours have passed already cause I’m sitting here with a phone that is not working so what is the point of it if I cannot use it, or do u want to return back to u and find another deal with another company cause you guys are not professional this is not acceptable at all .

From:
Sent: 26 September 2016 10:49 AM
To: '[protected]@cellc.co.za'
Subject:
Importance: High

Good day

I did an upgrade last week Thursday on the 22 September for two phones Galaxy note 5 and galaxy A3 but I was surprised when I received only one phone on Friday and I call back the customer care and I was advised that I will still receive the second phone because they are not packaged together and now when I see subscriber agreement only one phone appears, so I want to know what’s going on here and the same Friday I did a sim swap cause the old simcard cannot fit on the new phone and I was told that someone will give me a call back so even now I’m still waiting.

Thanks

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1:37 am EDT

Cell C phone repair under warranty

I upgraded my contract with Cell C end of June 2016 and ordered a Blackberry Priv. I received my phone and for 3 weeks it was working fine, then it started having problems with not receiving calls, not able to make calls. It occurred over 2 or 3 days and eventually it didn't want to register on the network anymore. I took the phone to Cell C, N1 city centre, Cape town, where Lance received the phone and booked it in for repairs. By then I also did a sim swop to see if that wouldn't resolve the issue. I waited 21 working days and inquired about the status of the repair on 2016-09-22. Initially was informed that it was not returned yet, so I asked for a status report on the repair. Debbie phoned the repairs department who informed her that the phone's IMEI was blacklisted and they couldn't work on it. No one reported this to anyone to resolve the issue. She wanted me to go to a police station and make an affidavit to state that I didn't blacklist the phone, which I didn't and must have been done by a Cell C employee who they found out was in Port Elizabeth. Lance, at Cell C N1 City store, contacted his area manager to resolve the issue. The feedback two days later was that they are resolving the issue to have the phone removed as a blacklisted phone. I informed Lance that the phone was not blacklisted by me and shouldn't be my problem, I also informed him that I can't accept a phone that was blacklisted, as this will always show on the system and if I have any warranty issues they will not assist me because it was blacklisted. I requested a new phone as none of this was any fault on my part. The phone was sent for repairs due to a network problem, it was wrongfully blacklisted by an employee of Cell C in another matter, No one ever reported this to me and if someone at Cell C made a mistake, it should be dealt with by themselves while honoring the contract with the client who has done nothing wrong. A theft case was reported to the Police who now has linked my cell phone number to this IMEI number, therefore they could infringe on my privacy by obtaining all my records and in all of this mistake made by an employee of Cell C, I am the one who has to pay for it.
I request Cell C to provide me with a new Blackberry Priv that has never been blacklisted, as I have not signed up for a contract with Cell C on a previous blacklisted phone.

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8:11 am EDT
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Cell C contract/sim swap

I took up a contract with cellc in 2015. This year in 2016 I've already done two sim swap. Now my phone has network issue again and apparently it's sim card again on the 16/09/2016 ref: FD540081 :(

I logged a call on the 19/09/2016 morning for sim swap ref: [protected] the consultant promised to call and never!

I logged another call on the 20/09/2016 ref: [protected] a technician called back at 16:00. He rushed through few check questions. I was told I failed the check and he dropped the call :(

I'm really not happy with cellc bearing in mind that I haven't had a phone for the last seven days and I used it for business purpose :(

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5:27 am EDT
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Cell C data

I am a fairly new cell c customer joined because I heard the prices were affordable that the other networks.A week ago I purchased 250mb nite time data, woke up at 1am to use the data but to my suprise my balance kept on saying zero data and had no connection to internet.I then called customer servise the following day and the lady told me she does not know what happened but will open a case which I thought was so unneccesary because I needed reimbursement, I was then given 48hours responce time.2 days later nothing happend I called again and I never felt so cheated because the lady told me she cannot do anything can only fill in a second case about the same issue.I am not happy because I work hard for my money and no one has a right even big companies like cellc to cheat people of their money and not provide what they promise.

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7:33 am EDT

Cell C fraud

My contract have been upgraded by a total stranger, and Cell C gave the guy 2 iphone 6s's under my name and im paying for R 5.6K a month as we speek. the best thing cell c told me was to revers the debit oder, but i still get charge for doing that.

question is what is cell c doing in his side to help me. nothing! all they do is change the referance and take money from me.

I reported the case 06/07/2016 the only responce i got was case logged. i was linked to a contact person by the name of Mosela Moloi whom is suppose to be doing something about my case, but she sure is not coz everytime i ask for feedback, she never replies. coan some one give me a direct number to this so called fraud department please ?

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3:26 am EDT

Cell C paying for service that is not provided

This morning at 3:45 AM I recharged with R100.00, R30.00 & 50MB data.
At 12:24 PM, I have still not received anything.
When phoning them they tell you that you need to wait 24 hours.
My phone is on a topup contract, if you don't pay it the cut your service, but if you buy airtime and they cannot supply it they tell you to wait.
This is pathetic service as they do not even warn their customers about not being able to supply airtime even if it is paid for. What is my right as a consumer?

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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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