Cell C
reviews and complaints

Good day. My name is Christopher Peters. I have been a loyal customer of Cellc for years. I recently did an upgrade for a device about a month- month and a half back ( it could be more). I received all the messages from the consultant and even an agreement that I had to electronically sign. I got a Mecer laptop 2 years ago when I upgraded and this time I called Cell C Direct for my upgrade. I can't remember who I spoke to but it was a male person. I already had the device name and everything in place before I started the call. It was the Samsung Galaxy A52 128Gb on Pinnacle 1GB topup for R379 per month for 24 months. The person on the other end of the line explained to me that there was no stock at that moment but that he will be adding the upgrade anyway to my sim details. He assured me that it will only be a few weeks wait and then I will receive my device, but that my account will already be charged because of the changes to the sim card, I agreed and we proceeded with the contract. Well today I spoke to countless people at Cellc Direct but no one knew what I was talking about. My pgrade date has changed to 2023 but I haven't received my device or any update on what is going on. Every time they sent my call to another department and no one was able to help me or fix my account because it was registered that an upgrade had been done... Now I'm paying an amount for a device with the contract sim but only have use of the sim card. I asked them to check the "recorded calls" or even just find out with whom I was speaking. My phone broke so the messages he sent me were lost, And that's why I can't tell them the exact date I made the upgrade. The same person called me somewhere in August to tell me they haven't received their stock yet and I said that's fine again he assured me it will be only a week or so and he will stay in touch with me, now i can't get any answers or help in this awkward situation, I have never had a problem with Cellc, in-store or Cellc Direct so I was hoping someone can please help me with this matter

Dear Sir/Mam I settled my cell account 28 august 2021 .I requested an paid up letter to this moment I did not receive it.I phoned several times the helpline and they just makes empty promises I need that letter and this morning I phoned again and they told me they put in another request they do not know what is the hold up my name is exzervia hoogbaard and I'd nr [protected] please assist me it is taking to long what am I supposed to do now. Thank you

Went into cell c Centurion looking for Hauwei Y7P it was out of stock consultant told me about the Nova y60 ... because there was no info on the box about camera I asked her and she told me it's 48mp and that was very wrong...I payed R3999 thinking am getting same level of phone as the Y7pro but cell c worker gv me wrong info. Please help me exchange this phone

Since my cell contract ended in March this year, I tried several times to cancel it. Every time when I call they tell me that my contract is fully paid and have successfully been cancelled. But my records shows that am owing cell c, when I call to confirm, they tell me that my account is settled and closed.
On Monday the 6/09/21 I got a call from VVM that said cell c handed me over for collections, by the way according to the very cell c my account is settled and closed.
They told me to email [protected]@cellc.co.za for a paid up letter, no one responding to my mails there.

My Cell C services are suspended, this is absolutely unacceptable and I am extremely upset!

Activate with immediate effect! Unable to utilize my lines and this is seriously impacting negatively with regards to my work

Phoned Cell C on the 2nd, 6th and 7th of September to enquire about the messages I received (Kindly note that your Cell C account of R1295.94 is in arrears. To avoid service interruptions, please call 084135 urgently to arrange payment)

According to my knowledge and statement, My Cell C account should not be in arrears, Cell C failed to debit the correct amount on the 06th of August now due to that my Cell C account is in arrears!

I was advised by a Cell C representative on the 6th of September to wait until the morning of the 7th of September I waited and still no payment debited by Cell C. I cannot make a payment arrangement when I have a debit order in place and there is sufficient funds in the account, I did an EFT payment around 8:45am on the 7th of September since Cellc failed to debit my account on the 6th of September 2021 (My selected debit order date) and Cell C failed to send communication to advise that there is technical issues with debit orders!

Proof of payment was sent to the relevant email addresses provided by Cell C

I was assured by Cell C representatives that my services will not be disconnected since payment was done and a payment allocation case was escalated for me Ref no. **********!

I have requested that Cell C give my 'number for life' back to me after I have paid them in FULL with additional R1990 for conversion to talk time and data on a pay as you go simcard.
Cell C has issued my number to another person subsequent to my payments and even though I paid almost R2000 additional, they never contacted me to resolve the issue. My payment was made on 06 08 2020 and I have sent them a follow up email not long there after. I have had no call from Legal or Cell C since then till 07 08 2021. This is more than a year! On this above mentioned call that took place on the 07 08 2021, a security check was done and they refused to update me on the progress as I am not the owner of the number, and this is my exact issue, the number belongs to me!

I have a case number since June 2021 with a promise of feedback within 7-14 days. Needless to say, its been months!

I had a contract with Cell c and my phone was stolen, I lodged a claim with insurance and I was advised the process take days and since I needed a phone to use I decided to upgrade while waiting for insurance to give me another phone because I could not survive without a phone. I upgraded at Cell C Illanga mall Nelspruit and 2 days later the phone froze and I asked the store to reverse the upgrade because the phone is no longer working and I have to buy another because they could not give me a replacement, the store took the phone to repairs and i was told it had a software problem according to repairs department. I called your customer service line and asked them to reverse the upgrade and the consultant initiated the upgrade reversal process and told me that the store needs to confirm receipt of the phone before the reversal can be finalised (case no. [protected]) . Repairs sent back the phone to the store after fixing the "software problem" I went to the store again and asked them to co firm that they have received the device so that this matter can be closed, they confirmed that the device is in their possession for a month now but my reversal is still not processed and today I just received a statement of account and I'm not going to pay for a phone that I don't have.

Cell-C

AGAIN, I am contacting you for my refund! Several emails and phone calls and all to no avail.

I have attached all documentation concerning my account and submitted via every email contact I can find, and still your accounts department over a month later has not allocated the payment I made, nor have you had the decency to call me back. I cancelled my contact and place my debit order on hold, informed you I was doing so, requested a statement and invoice at month end, so I could deduct the 10 days yes 10 DAYS I had zero internet at home in July. But no, my conscience got the better of me and I didn't want a mark on my credit record, so I paid the full account. Only to be double debited in August, now it's a fight to get my money back. Shame on you.

I have been trying tirelessly for any answer, provided you with all evidence and still not one person calls me back, and when I phone in, they say they cannot find the payment I made on the 4th of August so there is no refund due.

Come on! Get your act together, pay me what I am owed, so we can both NEVER HAVE TO DEAL WITH EACH OTHER EVER AGAIN! I have cancelled all contracts with you to ensure no dealings will be done in the future.

Disappointed and Disgusted Regards
Tammy

Can you please assist me last month on the 31/07/2021 cell c debited R547.98 and again debited on the 01/08/2021 an amount of R547.98, on the 02/08/2021 i reversed one amount of R547.98 then later on that day received another R547.98 from cell c which meant nothing was paid for July. i had called asked for my account to be debited which was not done.

I received a call from cell c on the 01/09/2021 at 18:12 saying that i should email my statement and i have underlined the debits and reversals and sent the bank statement on the 02/09/2021. My account was triple debited instead of being double debited i only owed July and August could cell c refund me urgently.

This is not on (R547.98 x 2 = R1095.96 that is the amount that was supposed to be debited not R547.98 x 3 = R1643.94. I believe cell c has my banking details to refund me.

What is also making me angry is i checked my September statement / invoice and they will be triple debiting again.

My cellphone No. [protected]
My cell c account no. [protected]

CellC didn't make a debit on the due date, made me go in arrears since June 2021...each month i make manual payments 5days before my due date but my installment keeps rising each month i cant remember when last i paid my actual agreed installment. So now no debits go off i pay manually then i automatically go in arrears because they can't allocate my payments nor proof of payment.
All i want is to pay my normal installment each month... And not have a bad credit score which i already have now.

Good afternoon. I'm logging this complete against cellc for opening 5 contract against my name buy the time the opening they saying it's a upgrade now I must pay R7000 because I never close any of those account. If I knew that they open another account I would close those account. Why do I have to set with 5 account. Or why they saying it an upgrade. My phone has be close for more than a month now. When I'm calling I'm telling cellc aguent to call me back around past 6 afternoon non of those where done. NOMBUYISELO MAPISA

I paid off my Cellc account beginning of July, till today the adverse listing is still showing on my name. I contacted the credit bureau and they are saying that Cellc is not responding to their emails, they want confirmation that I have paid up the account.

I desperately need the adverse listing removed from my name, it's really not fair because I have paid Cellc in full.

When I went to the shop to do an upgrade on my contract I was told I have been handed over. I then contact the call centre which they send details of the company handling my account. I was shock o learn that charged for calls and emails that I did not receive. When I query the charge I was told that I have to pay because this will affect my credit.

After paying for work that was not done I am now struggling to get paid up letter. When I call SSDA they tell me cell c always take forever to send paid up letters I should contact them directly. When contacting cell c I'm being directed to different departments, only this week I was give a reference number which really does not help I have submitted a very important application and it has taken more three weeks of following up on this matter. Not sure why cell c has outsourced this service to such incompetent service provider and it doesn't even seem like the handover process is done properly.

Why I should should be struggling to get a letter that should take 48 hours to generate
This is really unacceptable I am about to miss a great opportunity.

I have called the call center on Monday, still no response. MI I'd [protected], I want to know the reasoning behind the exuberant billing that I get from cellc. Strange part is 1month the billing will be lower Eg R1600 and next month Eg R1900 if not R2000, why this? And if I check the detail billing, my usage is same, I do not go extra. I thought this account was curbed to R1600 each month, why is it going above that. I am not happy about this!
Mr BB Semenya

I've lodged my complaint with you regarding my device which need to be collected for repairs, since there is no store nearby but to date no action from your side.
I'm very disappointed and I've never missed my R250 premium. Is it worth it. Should I go on doing business with you.

I'm stuck with a device which is not working but paying the insurance..

I had a contract with cell c and then I was file in legal field then I paid that money I were supposed to... but now that account everytime am trying to do something it appears I need help!

I had 4 contracts with Cell C, 2 of them were coming to an end and I submitted a cancellation letter on 1 June 2021, stating that the contracts should be terminated as at 30 June 2021 and no further debit orders to be deducted for those 2 contracts. I was then debited for 4 contracts in July and August. I submitted a request for a refund in August as I did not expect Cell C to debit me for 2 months after submitting a cancellation. I have been on calls with them since 3 August 2021 and since then I have been speaking to agents that said they will sort this matter out and they apologised for the inconvenience. Ref:

Today, 1 September 2021, I have still not received a refund, nor have I received any communication from Cell C. I called in and spoke to an agent today who says I do not qualify for a refund as a cancellation takes 30 days to be processed and that the cancellation only took effect as at the 31 July 2021.

I do not think that this is fair to customers that cancel and follow protocol only to be disadvantaged and charged for benefits not used. I have been a client of Cell C for more than 4 years and after receiving such pathetic service I would definitely not recommend anyone to use their service.

I am absolutely appalled to receive such terrible service and I will be taking my money elsewhere once the balance of my 2 contracts have come to an end.

Mrs R Pillay

31/08

I have been receiving statements with a zero balance for a few months - Cell C never debited my account as agreed. I called a few times and they said my account balance is Zero. Now you debit my account for over R3500 in one go without my authorization.

I want my money back and this issue sorted asap - I can't afford to pay this amount now how must I provide for my family.

Below is proof of the statement

I have started the upgrade on the 16th of August and on the 18th of August I have received the email confirmation to receive the Samsung A32, colour black.
The service delivery was to be delivered between 4-7 working days. No communication was received during that time from Cell C at all. I had to call in every day and most of the time I could not get through.
When I got through on the 30th of August, the sales consultant assisted me and spoke to her supervisor who then advised that they are experiencing a backlog of 2 months. She called me back later the morning and told me that they do not have stock of the black Samsung, only blue. I had to accept it, what else can I do? She then told me that someone will call me back on the same date from the Retentions department to order the blue device, however this will start the process from the start again and I will have to wait another 7 days.
I did receive an sms yesterday on the 30th of August 2021 with reference number [protected] notifying me of the query logged.
To this date, not one person has called me back from the Retentions department. This is a serious issue as Cell C has broken their agreement with me. I would like this issue to be resolved as soon as possible.

Good day

I was retrenched and therefore fell behind on payments.
I called with an attempt of making payment arrangements, this has been a back and forth for 4 months. They asked me to send through my retrenchment letter and never heard from them again. Cell c then froze my account, of which I am still being billed for regardless of me not having access to the benefits. I paid a portion of the outstanding balance to attempt to cancel the contracts that are paid up, I have 5 contracts linked to my account, 2 are paid up and yet they refuse to assist me with that until the account is paid in full. 2 of those contracts are on a month to month data service, so I fail to understand how I cannot have access to those.
I feel as if I am being kicked while I am down.
Please assist?

Below is the case number I was given by Cell C, also the retentions managers who refused to assist with the cancellation

Case number: [protected]
Manager: Thabile Same
Kebone Thukhutha