Cell C

I was approved for a cellphone contract and while waiting for the device delivery which I was told I would receive it 3-5 working days I waited about seven days then I called Cellc call center to enquire about the device then they told me that it was delined I then asked them the reason for the device been declined to which I was told that I have not paid a account the lady told me to enquire that from credit union I then got a credit report which they show no unpaid account.. So I just hereby request help about this matter

I am very disappointed with the level of service I keep on receiving from Cell C. I applied for a top up phone and I clearly specified to the consultant that I need 512 MB per month and we agreed. We had hustles in between but at the end I collected the contract and he assured me that it's a top up. I tried to recharge several times and failed so I called you trying to get closure of the problem and I was told I am on open line.I did not agree on any open line however to prove my point, the following will have to be looked at, all my conversation recordings from day one of port hustles needs to be pulled, it will confirm that the consultant made a mistake from the beginning when he submitted the port, your camera at the branch which will prove to you the kind of request I had and investigate the whole process and provide feedback however I believe if the consultant made a mistake from porting, he might continue making mistakes for the contract type and the fact that I signed the contract which had a lot of jargon and I believed that everything is in order as I specified it earlier. I have all the recordings of the stores conversation should you need them. I dispute to pay R640

I have tried to get service with regards to my complaint for over 5 months. I have spoken to supervisors, call centre agents, branch put complaints on hello peter but still nothing. I took out a contract with cradlestone cell c and adrian and I (tania) made it clear that we only want to pay the contract fees as that was the budget. the second month running my bill went over and I contacted them and asked why and they told me that it was an open line, I made it clear that I don't want it to go over. again it happened and again I called, then the following month it showed that my data (3g) was up in 3 days and I told them that was impossible. after a while they told me there were downloads that I am positive I never did but besides that I told them that I don't want it to go over my contract. again it went over and they tried to take of over r4000 (my contract fees is r1399), I was so shocked and again I called and still was promised they would get back to me and will make sure it does not go over. I then paid the r1399 and the following month they tried to take off over r7000 and again I called. when I called they told me the case was closed but I again told them I am not even fighting the data (even though I don't agree) but that I instructed them not to go over my contract fee. I still had no response as promised. when I spoke to cradlestone, the manager peter told me that the store is no longer a franchise but been taken over by head office and that the previous people no longer work there. so unfortunately they cannot assist me. he went to head office and they told him they won't pass credit. I am so upset because I don't have that type of money to spend on a cell phone and that is why I took the infinity package. (believe me I am also not happy with certain things that were promised but get charged, that's another problem) I then called again on the 6th of november at 10h55 and after an hour got hold of ms nompumelelo zungu (supervisor) and she promised to get back to me that afternoon and again no response. I then call on the 11th of november and the call centre agent told me there were no notes of my conversation with ms nompumelelo zungu and gave me her e-mail. I have now contacted the consumer protection act, again put another complaint on hello peter. what does a person have to do to get service...;...

I have been experiencing terrible network coverage in my area for over a year. It improved slightly this year and so I renewed my contract. Beginning of July I started experiencing problems again and could only get Edge, no 3G. Submitted complaint in hellopeter on 17 July. Took until today for them to tell me that their tower is too short and they have to break it down and rebuild it. ?! So where does that leave me? Do I get to pay a reduced rate for the reduced level of service from cell c? Their customer service is shocking as well! My phone is used for business purposes as well as security for when my shop alarm goes off. I'm losing phone calls, emails, messages etc because cell c couldn't be bothered to rectify the problem in my area...

Good day, please can someone came back to me regarding this enquiry.
Veronica
To: '[protected]@cellc.co.za'
Subject: FW: Re: Final payment after change of ownership.
From: Veronica [mailto:[protected]@vodamail.co.za]
Sent: 08 July 2014 10:33 PM
Subject: FW: Re: Final payment after change of ownership.

2nd Request – enquiry

Subject: Re: Final payment after change of ownership.

Good day, see attach as well check your bank statements this payment was done and account settled. Could you please inform me why this show on the credit bureau R129-00 as written off.?This was the detail of the account it was paid into as well as the proof of payment which was send through as proof as payment after it was done.
Beneficiary name CELL C
My reference CLC: 978521
Beneficiary reference CLC:978521
Bank name NEDBANK LIMITED
Account number [protected]
Beneficiary branch ( IBT ) [protected]
Payment confirmation method E-mail
Recipient name Cell C ref: [protected]
Recipient email address [protected]@cellc.co.za

Send payment confirmation for my
future dated payment
Beneficiary group

Most recent payments (up to three)
Date Amount
2014-03-04 R 200.00
2013-12-17 R 785.31

Payment receipt

Beneficiary name: CELL C
Bank name: NEDBANK LIMITED
Beneficiary account number: [protected]-[protected]
IBT number: [protected]
My reference: CLC: 978521
Beneficiary reference: CLC:978521
Amount: R 200.00
Payment date: 2014-03-04

Could you please get this sort out and inform me what the outcome is and let me know if it was taken off from the credit bureau, I would need a letter confirming the outcome.

Regards
Veronica
[protected]

On tuesday evening at 20h00 I did
A balance check, approxiamately 8 hours of talk time, 300 sms’s and 600 mb of
Data were available. Wednesday morning
At 09h00 all were zeroed. Problem was
Reported to cell c at 10h00 and since then no suitalble solution were given and
Still waiting after 60 hours because the technical department apparantly could
Not resolve the problem.
We had to phone them several
Times a day and plea for a response, evertime referred to a new call centre
Agent and team leader.

Problem to be resolved as quickly
As possible and all of the above balances should be reinstated. I would like an explanation of what happened
To my balances.

I did an upgrade and was told that my contract will include BIS and sine November 2013 they been billing me for it, I have been trying to sort this out since then, to ate the call centre cannot get anything right, they are incompetent and if ask for a manager they just give you their buddy sitting next to them, I had a passing of my sister 24th May 2014 MY CELL PHONE LINE WAS SUSPENDED I WAS ON THE line with Call Centre after 12 am as i needed to call my family members but no they said I never paid my account so it had to remain suspended why bse cell c billed me for BIS again every month it has to be part of my bill of R129 pm ? they unblocked the line after I shouted at them. I had to go make a cash payment since april because Cell C cannot bill me correctly and when i apply for another line they tell me i cant get another line because i have a bad payment profile i wonder why hey because of unpaid debits which
they are responsible for due to incorrect billings and charges, i want that cleared off my name, a Call centre agent changed my bank details to the historic bank details on their system and changed my debit order to the 15th ? Why would i ask to change my new bank details to my old bank details, why would I request a debit on the 15th when i do not have money, want those charges of return debit orders reversed and compensated for on my standard account, I want a copy of this call where i instructed CELL C to do all of this, im frustrated of dealing with the Call centre who is unhelpful and very unskilled, Cell C store westagte mall cape town have been trying to asssit me but the call centre just cannot get it right, I have paid in cash April and May they still SMS me to say no payment received you no why because the Call Centre Agent created a 3rd profile on my account - [protected] account number [protected] [protected] incorrectly charged for BIS where is my credit account number [protected] these two account numbers has my Nedbank details which is correct and the NEW PROFILE is loaded with my historic old bank details to debit me the 15th account number is [protected] I asked cell C store westagte to fix and correct but i want to know who gave Cell C permission to do what they want with MY BANK details and agreed date of debit order its breach of contract and I am a paying client I want this sorted out I have been struggling since NOVEMBER 2013 -

I just received a SMS that a Debit Order of R430.00 went off my bank account for a upgrade that I never done, spoke to customer agent and she tells me I took a upgrade the 4th of feb 2014 and I did not I actually cancelled 1 contract in January 2014 why would I take another contract out if I cancelled 1 really. I would like to see the contract that I upgraded and just want to inform cell c that I want my money back bank charges and all. They are a stupid network and I cant wait for my other contract to end. Cell C I will take this further if I don't get any feedback from Cell C and believe me a lot of people is so fed up with your very bad service.

Hi

I upgraded my contract from 5GB data for R299 pm to 2GB + 3GB Nightshift for R99 pm. My first bill was supposed to be R108 (R99 for the normal contract + R9 pro-rata for the last day of the month in which I upgraded) but got a bill for R500.56.
I contacted Cellc several times for them to rectify this billing mistake. Each operator that I speak to has a different reason for this error and tells me that they are logging a complaint. The waiting period for them to get back to me is between 24 to 48 hours but now I have been trying to resolve this issue for well over 2 weeks.

How do I get them to fix this error and can anyone help me with this?

I was thinking of changing my mobile network to CellC due to their lower rates but after this I will stay with Vodacom and rather pay a bit more for accurate billing and better customer care.

In October 2013, I had problems with the handset, was told to take it in for repairs, 21 days later got the phone back and after a week experienced the same problems. I was told to hand it in again and 2 weeks later was told I will be getting a new phone. Three months later I am having problems with this phone and also realised that it is a refurbished handset. The problems occurred within the guarantee period, why was I given a refurbished phone, I am paying a monthly fee that goes towards the payment of the handset which eventually becomes mine after 24months, and now I am given a 2nd hand phone. This is unacceptable, now I am told to take the phone in again, how many times must one have problems with the phone and be inconvenienced in this manner. If I purchased an appliance and had problems within the guarantee period and if they could not fix it, obviously it would have been replaced with a "new" one and not a second hand appliance, same applies in this case.

I went to upgrade my contract and was not informed that my blackberry internet of 2 g will not cared

Over to my samsung contract after I ask him. Then I went back to ask about my phone geting hot and once again asked about internet as it said warring by data usage. Then once again was told not to worry I have more then enougth as I still have 2g. Olny now to sit with a bill then is way out my budget. Still no answer from cell-c as I have e mailed the store and cell-c them self. Quick to take your money be not help.

I took out a contract 1 June 2013. On 20 December 2013 I took the phone to Samsung as it was a Samsung. On 30 December 2013 they reported that they cannot repair it as it need to be replaced by Cell C. They phone was taken to Cell C 30 December 2013. It was booked in for repairs. On 15 January 2014 I received the phone from Cell C. All they did was a software update. A day later the phone gave the same problem and on 17 January 2014 it was again taken to Cell C. It was again booked in for repairs and on the Repair Requisition Form it is stipulated that the handset was assessed by Samsung and need to be replaced. Up to date nobody at Cell C can assist in having the phone repaired / replaced. The handset is booked in under R 756730. Many Thanks. Cora Theron [protected]. [protected]@wesbank.co.za

I called a cellc call center today and requested to do sim swop. Only to find that u only do sim swop when you remember the last day you recharged and how much. That it is ridiculous. I'ne been using cell c for 5years now and I was loyal to the brand only to find that you suck, you dont deliver services as you promise. I mean if you want to know if im the real owner of the number, what is the significance of knowing the last date I recharged and the amount. What does that prove. What if I have a memory problem? Than i'm not catered for? You will lose customers with these stupid policies you have. Im moving to another network! You suck!

Since going onto prepaid at the advertised rate of 99c per minute in January 2013, I have had the impression that I am being ripped off. I have, however, not been able to find the time to check and then the Cell C website was not available.

A spot check in August revealed the following discrepancies:

25 July 2013, call to [protected]: Duration 53 seconds, amount billed R5, 09
25 July 2013, call to [protected]: Duration 1:17, amount billed R3, 76
30 July 2012, call to [protected]: Duration 1:29, amount billed R4, 28
14 August 2013, call to [protected]: Duration 1:07, amount billed R3, 23
18 August 2013, call to [protected]: Duration 1:42, amount billed R2, 24
21 August 2013, call to [protected]: Duration 3:20, charge R9, 55

It is clear that the advertised and agreed rate of 99 cents per minute is not being applied and that Cell C has been overcharging me consistently for some time.

I insisted on a full audit of all calls made by me since conversion to
prepaid and a full report of the results.

To make matters worse, since my charge rates have been adjusted in reaction to my complaint to the local Cell C shop in August, the system is regularly deducting money from my account for no apparent reason.

For example, these figures were taken from the Cell C website, set to show all activities:

On 26 Sept 2013 my credit was R36, 64. At the next chargeable activity on 28 Sept, I made a call which lasted 46 seconds, which was correctly charged at R0, 76, but thereafter my balance was R29, 88, i.e. reduced by R6, 76, so R6, 00 was stolen.

On 29 Sept I made a call for 7m 16s, charged at R7, 20, but my credit was reduced from R29, 23 to R10, 03, i.e. reduced by R19, 20, so R12 was stolen.

The only reaction from Cell C to date was in reaction from my complaint submitted via Hello Peter: they credited my account with R100, seemingly in an effort to get rid of me cheaply. They have been ignoring me ever since, despite numerous further requests via GetResponse and Hello Peter and e-mails to their customer services dept.

According to my calculation, they owe me another R400 to R500. An audit of my account will reveal the correct figures. I have repeatedly requested to see such an audit, but they are nt communicating with me about the matter. My complaint reference with Cell C is [protected].

Cell c is to credit my fathers account since April its almost October and still nothing. I tired of calling customer care who is totally hopeless and unhelpful. Please follow up asap as we are now prepared to take legal action against cellc we have had a talk to our lawyer and we stand a very good chance to expose cellc for there disgusting service

Cell C is cheap and c***! I woke up this morning with R26 and 44MB on my account. I was surfing on my mobile phone and it stopped working. I thought it was their CellC network hiccups as usually but after trying to reset my connection and also to power cycle my phone I found out there was 0.0 balance on my data and call balance. I called the CellC customer care service and was told that at midnight I used up all the data and then they billed my airtime too.

1. At midnight I was asleep
2. There was only 80kb space on my SIM and 19MB free space on my phone for apps, so where could almost 300MB data enter like CellC claimed?
3. As at this morning I still had airtime and data and I am a prepaid customer. If as at midnight I was 00 balance as CellC claimed, how could I still use the service as at this morning.
4. This is a mail from CellC customer support ... Notice the tome (17/09/2013 00:13:06)

Please be advised that your airtime as well as data has been depleted on the following usage:
17/09/2013 00:13:06
SmartData Internet R26.31+ 217.64MB
SUPACHARGE Data=17.55MB
The above simply states that you were billed fisrtly on your available supa Charge data (17.55MB) Then the available da ta as well as the R26.31 airtime that was available
Customer Care
www.cellc.co.za

During may 2013 I applied for a 2nd contract with cell c with which I am with for the past 7 years - on 26 june 2013 I made payment of r166 + r422 to cell c, however only on the 1st contract reference number as I thought that cell c would notice the 2 exact payments for the same customer who have 2 contracts with them. Not much brain teaser here to take notice of this, however to my surprise cell c kept on phoning me with the confirmation that I am in arrears with the 2nd contract. Which I am technically not - I requested them to journal the credit which was obviously for the 2nd contract as I paid in the exact amount due on the 2nd contract and they refused - saying that they are not allowed to journal any payments, even though it was for the same client. After numerious telephonic attendances to the cell c call centre and still not getting anywhere, I visited the cell c shop in the kolonnade centre in pretoria and they also could not help in explaining to the incompetent personell at the cell c accounts department and I just got a "sorry" from them.
On 26 july 2013 I once again made two exact payments of r261 + r150, which was the exact amounts due on contract 1 and contract 2 and once again I am not in arrears, still cell c refused to journal the credit to the correct contract (Same client remember), even though I once again paid the exact amount owing and due. My 2nd contract was suspended.
I registered a formal complaint at hello peter.com on 6 august 2013 and I was contacted by a team member of the cell c escalations team on 8 august 2013 who promised that she would organize the credit to be journalled to the correct contract and activated my 2nd contract again.
Much to my surprise my 2nd contract was suspended again on the 12th of august 2013 due to the fact that I am in "arrears".
This company is the most incompetent company I have ever been in business with and I would never refer any person to do business with cell c. What other entity would refuse to journal a credit to help a client.

Cell C is the worst service provider there is. On the 01/07/2013 I phoned Cell C, becuase I want to stop the contract and pay it up. They gave me a amount of R692.65, I asked if that is the full amount due for this contract, yes they said. I paid it the same day, email the proof of payment and cancellation of contract to customer service Cell C. No reply, after two weeks I phoned Cell C again just to find out if they got the payment. Yes they do, but I still owe them one months money R159.00. I asked how is that possible if I paid the full amount for the contract and query it. I phoned there head office and later Sidefree Valoyi phoned me and said he listened to all the tell conversations and Cell C is going to credit my account and it will be 0. On the 07/08/2013 I phoned Cell C just to find out did they credit my account, no they say I owe them now R674.26, service fees. I just lost it, because how can you pay the amount you are given and then they will credit the other amount and then there is service fees that come later. Sidefree phoned me again, no I do not have to worry everything is going to be credited. I asked him, please send me a email where he just stated what he told me over the phone, so I can have proof, he said he is going to send me immediatly a email, that was this morning and no email yet, it is after 15h00 already. He said why did I not contact him, did he know that when you phone, you will hold for more then half a hour and still nothing. He gave me a number, his direct number, well this number is engage all the time. All I want is the proof what I was told over the phone by Sidefree is the truth that I owe Cell C nothing.

hi I had a contract with you guys years ago which has been settle according to my knowledge, how today I received a call from j.m.attorneys stating otherwise .Please inform me as to how and why this has happened as that contract was settle.i admit I have had many issues with cell c .In which I have sent many faxes to you guys .Now im not sure if this is a way of cell c trying to extort more finance from customers . I want a complete statement as to how and where this extra cost came from ?

Good day

Trust you are well
I would like to log a complaint about cellc, the network provider, on the 29th of may I upgraded to a Samsung galaxy s4 for R399 which comes with a gig but chose the straight up 50 by mistake I only realized that when the 1st top up that I was on straight up 50 so called cellc to change the package to straight up 100 for R399. The upgrade was done in may and we only got the first top up on the 1st of July and realized the package I’m on, and I was still billed for June.
I have been calling since last 2weeks going for 3 now without any assistance, I first spoke to Zama on Monday 1st July 2013 who logged a call and told me I will get a ref number via an sms and feedback in 4-5 business days and nothing happened, then spoke to Mantshebo who did the upgrade and advised to speak to her team leader and still haven’t heard anything. I know the error was on my side and I’m willing to continue with cellc but not with the package we not happy with, emailing you is my last resort as the call centre is unable to help. I again called Mantshebo who I did the upgrade with on the 5 July 2013 to find out if she has escalated with her team leader, she told me these things take time and that he will call me, up until now she has not, I had to go to the store at Carlton centre for assistance and send emails to their customer service email address.
I then was advised by a consultant at the cellc store at Carlton centre on the 13 July that I might be charged for migrating before the new contract is 3months old that I accepted, I would like to be migrated to a straight up 100 for R399pm, Yes I was upgraded to a straight up R50 for R399pm and I didn’t know I have to pay R349 meaning the R97 goes towards the data and sms’s?

And I also enquired at the store if the if the straight up R100 is a special and he said that is the original price and the special has been on the entire time as I’ve been trying to change the package and it’s still advertised at R399pm. And I also saw on your ads that R449 is a price for a straight up 200 so will I be on straight up 200 and getting straight up 100 benefits? Because on a straight up 200 they offer 200 minutes, 200 smss and 200mb + 824mb they want to put me on a straight up 100 but pay the amount on a straight up 200, is this fair? Currently I’m on straight up 50 I get 50smss and 50mg for R399pm. The staff is very unprofessional and don’t do follow ups with the customer and I don’t feel I did a big mistake by upgrading with them.
Please assist me with this matter if it’s possible.
Regards.
N