Cell C

To Whom It May Concern,

I have a contract with Cell C for the past 10 years. I am really angry and frustrated by this whole process.

I had to write an email to the store manager at Bayside Cape town as per below.

Hi

I delivered my phone on the 13/April 2018. Please refer to the attached Delivery Note. I was not able to upload the attachment? I am still waiting for the claim?

I don't remember the lady's name that assisted me. I do recall that it was a female lady (black) by race.

I explained to her that I had called C-Surance and was informed to dropped the phone to my nearest Cell C shop.

I started following up until I was assisted by Phumzile from C-Surance. She advised me to fill in the Claim Form and send all the info to her. I couldn't attach the document.

Since then it been countless email to Shane/team and they have failed to help me from Cell C Insure. I also spoke to Greg who had a long explanation from your shop with no solution ? Please investigate?

I have booked the phone for repairs yesterday. Please escalate!

Feedback from Cell C Insure and Cell C suddenly nobody could trace my phone from both companies.

Hi
Good day

When a claim is logged on the system ( 1st claim that is ) we ensure that excess is paid and a replacement handset is issued .

Once we have confirmed that device has been sent out for delivery an imei number gets sent to us from the warehouse .

Which we then update the imei number on the system ( this is the imei number mentioned on the below mail [protected] ) .

We now need confirmation as to which device was booked in for repairs only the store may provide us with those details .

Kind regards,
CELL C Insure

Feedback from myself as per below

Hi,

Who validates the imei number sent from the warehouse vs the imei number captured on the system?

Who validates the imei number received from warehouse at the Cell Shop vs the imei number captured on the system?

Paper trail where the client receiving the phone checks with the sales person at the shop and validate the imei number and sign?

If you can provide me the info above we would be able to find out what really happened. If that phone gets repaired I can be able to show you my messages when I received the phone from Cell C or when I started using it.

Good day

We cannot provide the client with internal processes and documentation for security reasons. Client is more than welcome to contact the repair centre if he is not happy with the feedback given. As per our systems and the c-Surance systems the document provided was the IMEI provided to the client.

This IMEI was captured and placed in a sealed RAM package which was never opened until received at the store, the received IMEI also does not pick up on any of our systems which shows that the IMEI was not issued by us.

Please advise the client that should he have any further queries to contact the repair centre as we have only provided the feedback given to us by this department.

After all these months my phone has not been fixed and nobody calls me or answers to my emails. I have been paying my installments and monthly premium.

I am so disappointed the last communication received from Cell c as per below

These are the email responses I have received from the warehouse and from our escalation department.

Good day Client

I have exhausted everything on my side to assist and I am not sure what further assistance I can offer to you.

We still have your handset in store ready for pick up, please advise if you will be picking it up or you would need us to rebook it under the IMEI on the phone which is on dispute. If you choose to book it in then you will be liable for payment. The repairs team will call you for a quote

I opened my cell C contract (pinnicle unlimited) on 24 December 2017. Upon opening my contract I asked for insurance which I was informed was added onto my contract and I had to contact a number to give them my puk number. I was then sent documents to fill in and submit which I did. Every time I followed up I was told that they cannot find my ticket number for activation. I eventually got another one and was then told they do not insure non-cell c phones. I sent a copy of my statement and still had no luck. I have sent a copy of my contract and still have not received any feedback. This is absolutely pathetic service for a high end business contract. I would like my insurance to be sorted out immediately and not have the 3 month grace period as I have waited 8 months!

Here we go again. Just a different month of the year...I receive my monthly all inclusive benefits of 200.00 MB data on the first of every month. The first was yesterday. This data usually lasts me a month as I am at work most of the day in a WIFI zone and then again at home after work. If I am out of town and not in a wifi zone it lasts at least until mid-month.
Yesterday was no different. I received my monthly airtime and data. Then last night i get an SMS saying one of my data bundle is depleted. Less than 24 hours after I got it! Totally impossible unless my data has been stolen/ abused somehow. I cannot operate my business effectively without data and need to have this problem resolved as a matter of urgency please.

I had 3 Cell C contacts 5 years ago which I cancelled. For the past 5 years I have tried to cancel the insurance which was linked to that to no avail. Small R29/R45/R49 debit orders go off my account monthly. I have called CellC, written emails, gone into the stores - to no avail. I have done stops at bank but they just change the reference or amount and it goes through again. I think my only option left is Court? Any ideas how to stop this and get a refund for the 5 said years plus costs? Will NEVER use or recommend Cell C. Service is shocking.

I am desperate now. I spoke to Seketsile zilala this morning at 11h35 this morning regarding this lines. Without saying a word, she dropped the call and all of a sudden I was speaking to Simpiwe who informed me to change the settings on my phone which I did without success

I am an estate agent taking hundreds of calls each day and do have huge issues with my Cell C voice calls on both [protected] and [protected]. II am using the one phone for business purposes and I will not be able to continue working like this. If the matter cannot be resolved, I am strongly considering moving my contract back to Vodacom as I have no issues with the other contract that I am having with them.

- Calls are constantly dropped in the middle of a conversation
- The quality of calls is so bad that I cannot hear the person on the other side
- When you make calls, the lines are not connecting properly resulting in me having to make lots and lots of calls before the line is ringing
- When you eventually get through the lines are very bad and breaking up
- When people call me, the line goes straight to voicemail even if my phone is switched on and there is full signal
- When I query the lines, the call centre keep on telling me the problem is in my area but even if I move to any other area, the problem stays the same and it is Definately a problem of Cell C. When I use Vodacom or MTN on the same phone, I

This is sending out a very unprofessional image and is unacceptable. Payments are never missed so I expect to get the service that I pay for monthly.

Trust this matter will be resolved otherwise I do not have any other option than to approach the ombudsman and cancel this contract.
My ID is [protected]
do not have any problems. Only Cell C.
There is no sense in calling or begging because cell c avoid the problem. I even try to put a bad reply on helopeter, but cell c doesn't even pay attention to the queries there. I have no option than to cancel my contract since cell c does not respect their side of the agreement. Poor service.

My complaint is with "jabu" with an attitude...

How can you just debit a customer's account with an amount of r 8000 k without contacting a customer? My subscription is paid religiously evert month, but due to waspa rubbish, which I am not be interested in was for some reason on my phone and due to that, I was billed for it! My arrangement was to stop my debit order with immediate effect and it was not done! I have paid a bit more every month to prove that I commit to pay this [censored]. Now I am disconnected after months!

Hi Jabu,

You know what, I can only settle once I have the funds! So I DO NOT have the funds at the moment and committed to pay my account up by end of October 2018 and also cancel my subscription ever with Cel C. You cannot push someone if there is a problem. I pay what I can at the moment! If a customer with a problem cannot be considered then what is the use to continue with the company in future? I am not a criminal and kindly please treat your customers with respect as I do it with you? This issue will be taken up with Cell C's complaints and Helo Peter. Surely your name will be mentioned! JABU

From: Exclusive Customer Collections
Sent: 26 July, 2018 11:28 AM
To: Christell Boshoff
Subject: RE: [protected]

Hi Christell,

You spoke to me and I am a lady not a gentleman and I remember very well explaining to you about this waspa I even called some of the companies on your behalf and gave you the contact numbers to do a follow up.

We came to an agreement that if the account is not paid up by February line will be suspended.

So now since you not doing anything about your arrears we cannot leave your line active as we also running a business.

Even if you were retrenched you were still liable to pay as you signed a 24 month contract.

Regards
Jabu

From: Christell Boshoff [mailto:[protected]@VSlurrytec.com]
Sent: 26 July 2018 11:06 AM
To: Exclusive Customer Collections
Subject: RE: [protected]

Hi,

I also do not understand your communication. I spoke to a gentleman Jabu. The WASPA money was explained to me by him as I was never aware of this WASPA thing. Please explain to me one thing. My subscription agreement was for R 1200 per month only. How will you feel if your debit order goes through @ R8 000 K? Obviously it will affect your other debit orders which was the case? It was just DONE without informing me of this issue. I have not subscribed to these whatever and I still do not know what this WASPA means! My account is up to date due to my monthly subscriptions and I am paying my account every month and will never allow Cell C to deduct any debit order from my account. Where is the notification before you have deducted this enormous account? Surely you do not keep your word and communication was obviously not professional! This will go to Helo Peter because I am treated as a criminal and not a customer? What if I say to you that I was retrenched which is the truth but I have always committed to pay my subscription?

From: Exclusive Customer Collections
Sent: 26 July, 2018 10:35 AM
To: Christell Boshoff
Subject: RE: [protected]

Hi Christell,

I don't understand which payment are you referring to as all the payment where allocated into your account.

Remember that you have 1 account even thou Wapsa took your money because of the things that you have subscribe too.

The reason your account is looking bad is because you were waiting for the credit which you did not follow up on them.

As Cell C we collect the amount in arrears even thou we did assist to follow up with the Waspa.
Please refer on the below screenshot for the contract that you have signed.

Regards
Jabu

Sent: 26 July 2018 10:02 AM
To: Exclusive Customer Collections
Subject: RE: [protected]

Good morning,

But I have asked to first allocate the payments from the latest? Why it was never done I cannot give an answer to it and the cause of it is that my account is really looking bad and hopefully you have not listed me on the CB? Should you go back to my payments for the last year, why not doing it? Surely it can be done? It is quite simple?

Kind Regards
Christell Boshoff

Office Administrator

Please note our new postal address and update your records accordingly.
POSTNET SUITE #183, PRIVATE BAG X11, HALFWAY HOUSE, 1685

From: Exclusive Customer Collections
Sent: 26 July, 2018 8:26 AM
Subject: RE: [protected]

Good morning. Christell,

As advised on the previous emails is that, if account was not up to date by end of February unfortunately line will be suspended.

Furthermore we have given you a grace period of 5 months and account is still not moving on 120 days arrears.

Below is the status of your account.

120 days = R 2, 555.66

90 days =R 1, 200.00

60 days = R 1, 219.61

30 days = R 1, 219.61

Current = R 1, 245.39

TOTAL = R 7, 440.27

We can only make an exception if you pay an amount in 120 + 90 days arrears and we will reactivate your line for both incoming and outgoing call.

You will then pay your next instalment next month and the line will remain active until account is up to date provided you don't default on your payment.

That what we can offer for now.

Regards
Jabu

Sent: 26 July 2018 08:03 AM
To: Cell C Business Exclusive
Cc: Exclusive Customer Collections
Subject: RE: [protected]

Good morning,

As numerous times before I have committed to pay every month more on my account on have never missed any payment. Due to WASPA which was explained to me Cell C debited my account last year for approx. 2 months more than R8 k from my account and I could not understand why. I was honestly not aware what this WASPA was and really, still do not. I am using my phone for only incoming and sometimes outgoing calls and have a Face Book app on my phone and my bank. I don't know how it happened and had to ask assistance from one of your branches to check my phone and it was infected and cleared. My income and expenses per month is high due to my nett salary. I can only afford R 1500.00 per month and requested Cell C to accept payments until account is paid up. It was last year and it was accepted due to my affordability and I have committed to pay this account until paid up. My contract expires end of Oct therefore the contract needs to be stopped and will pay my debt until its up to date. Why must I explain after almost I year again? Why now all of a sudden my phone is deactivated? I am honestly not happy with Cell-C's attitude, and the attitude is coming from the collections department and last year I had a telecom discussions with a nice gentleman and yesterday I only got an attitude……. Obviously I will go back to Vodacom as I was with the for many many years. The fact that Cell C convinced me to join them was obviously a mistake……

Well, I if Cell C are not prepared to accommodate me anymore, I will have no choice to change my subscription back to Vodacom,

Kindly please advise.

Christell Boshoff

From: Cell C Business Exclusive
Sent: 26 July, 2018 4:03 AM
Subject: [protected]

Good day

Thank you for contacting Business help desk.

Kindly note that your line is temporary deactivated because of non-payments.
Please be advised that you need to make a total payment of R7.440.27 and send us a proof of payment for the line to be oppend.

Regards
Kgolane

Hi All,
The service we have received from Cell C has been absolutely atrocious.
The fact that we are billed for fibre which we are not getting then no one bothers to respond to the numerous emails I've sent is appalling to say the list.
This issue has been going on since April. First we were told, we are on a 3 months free trail period, then that changed which we accepted now you continue to Bill after we notified our Sales Consultant that we have moved and would like the Fibre moved to the new address.
Can someone please take a moment by putting their client hat on and help resolve this issue please?

[protected]

Good Morning

I had an call c contract that was handed over to MBDS. We actually paid CELL C as agreed and still i receive messages from this company. i have send about 30 mails to CELL C and MBDS and also tried calling the Cell C legal department and have not been able to get through at all. how [censored] can the service be at a company.

I need someone at CELL C legal to contact me asap.
[protected]
Rudi

We currently did a sim swop from vodacom to cell c on the 26th of June. Cell C direct delivered the incorrect phone a week later they delivered a new phone which was incorrect again. It's now 4 weeks and still no phone I have been phoning every single day and no one can tell me when my new device will be delivered every single channel i go through no one can give me a answer bit the franchise stores are receiving their stock and but not cell c direct. I am paying for almost a full month with no phone. This is disgusting and I thought changing over to cell c from vodacom would be better but I was very mistaken. I need some of authority to contact me ASAP [protected]

FEDUP!
On the 29th October 2017 I handed in my phone (an AG Style) at the Preller Store in Bloemfontein for a screen repair. The phone was received and accepted by, the then Store Manager, Refiloe. I had to constantly phone and visit the store to get feedback. After several months and lots of lies I was forced to contact the Regional Office for assistance. I spoke to Belinda Neethling who tried to assist. Long story short...Belinda sent me a message on 18th May 2018 informing me that the screen will be fixed asap. Thereafter NO COMMUNICATION again. I have emailed and emailed Belinda and Carmen. TO NO AVAIL! On the 11th July 2018 I called the New Store Manager at the Preller Branch who promised to call me back with an answer the next day. NOTHING HAPPENED. I called him again on Friday 13th and he informed me that my phone is missing. I requested a new phone. TO DATE NO REPLY! Obviously my 2 contracts that I have with Sanlam is no worth to them at all!

About 3 weeks ago I was called by an employee of Cell C, with the name of Silindokuhle Qwabe .

I was informed that I was in arrears of R295.00 for the month of April.

I agreed to send him proof that I had may payment on the 30th May and asked if I could copy him in so that he could resolve the matter to which he agreed.

Proof of payment for April was sent as requested and no further communication was received from Cell C.

On Friday the 13th July I received a call from Thandi of Nudebt informing me that I was in arrears.

Today on Monday the 16th July 2018 I tried to get a hold of Cell C's legal department, but the phone just rings and rings

Eventually I decided to call Cell C customer care and spoke to a lady by the name of Thokozo who confirmed that I was not in debt and refered back to the very department who are not answering their phones.

I will consider legal action If I am listed by Cell C and if the matter is not resolved soonest.

[protected] / [protected]

Garreth

Good afternoon,
On 01/07/2018 I lost my phone around 19:00 in a taxi. I called Cell C the same night to black list my phone. The following morning on the 02/07/2018 I went to Olifantsfontein Police station, under oath I stated what transpired and it was recorded on an affidavit and I was issued with an incident number. The same day in the afternoon I rushed to Cell C store at Boulders Mall provided all necessary documents and filed a claim and I was issued a ticket number 314560. After almost 6 days i made a follow up call through the C Surance help line ([protected]) I spoke to Mr William Masemola he told me that they received my claim however the IME number of the claimed device (LG G3 D855) does not correlate with the one on their system (if I did not make the follow up I wouldn't have known) iIexplained to him that the device got damaged and I returned it to Cell C store for repair at that time it was still under warranty, the device was replaced with the same model however the IME number was different (of which I thought because Cell C and C Surance are in partnership such information was communicated between both parties, surprisingly this did not happened), Mr Masemola told me that I need to prove beyond reasonable doubt that it was indeed the case or else my claim will not be consider. I immediately called Cell C store at Boulders Mall and requested the job card of which it was send to my email and i forwarded it to C Surance through their email address, a new Ticket number 154 893 was generated. on the 10/07/2018 i called patiently waited for 34 minutes on the line I spoke to Nokwethemba I explained all the above developments of which she failed to even understand and told me that William will call me the following day. The following day I waited for a call however no one called. On the 12/072018 08:04 am, i called again spoke to Mpho and again I explained the whole issue she told me she will forward the claim to her senior manager as soon as she gets a respond she will call me. I waited the whole day, in the afternoon i called she told me that she got an email from her manager I should stay on the line while she is processing my claim, I waited for almost 30 minutes until she hanged up on me. Immediately I called again spoke to Keabetswe, I told her I would like to talk to Mpho I could hear her talking with what I would assume it was Mpho and she came back, told me that Mpho will call before end of business I confirmed my alternative contacts with Keabetswe, well again i was played! She did not call. Today at 08:03 i called again, I spoke to Qiniswa I gave her all necessary information as above now am told a different story stating that my cell phone number on the claim does not correlate with the one on their system however she will send an email to her Senior manager for a permission to continue with the claim. I asked her, how long will that take? Mind you its two weeks and there is no progress on my claim, all she told me is "I do not know".
I have been paying the insurance for almost 4 years however the service is not pleasing at all.
Complainant information:
Lehlogonolo Dibakoane
Alternative contacts: [protected] / [protected]

I currently have 3 contracts with cellc which is due for an upgrade middle of next year.i called the call centre to find out if i can take out a 4th contract or if if i can pay up 1 and renew the contract.was told it can be done and they will get back to me .the next day i received a text saying i dont meet their criteria without any explanation.i decided to call in again and wanted to speak to the manager.i was told he is in a meeting and will get back to me.its been 3 weeks and he is still getting back to me.i have been a loyal client to cell c for many years and there is no issues with my contract.this makes me want to cancel my contracts and go with another network provider.

Fedup!
Cell C network and data drop or disappears between 5pm-11pm every night. If you report the problem, they claim they are busy upgrading the network and the problem will be solved asap. Then they close the complaint... But how long can this take? Its been over a year since my first complaint but still no inprovement. Data speed drops down to 1.4k/s. It took me as long as 6min for this complaint page to open before I could even start with this complaint. You have to pay for a service that you can't use?

I keep getting transferred to the different divisions with no solution to my problem, I did an upgrade and received delivery 08/06/2018, the goods were damaged so I sent it back on the 11/06/18 (due to the weekend), go back and listen to the recording
the repairs dept contacted me to give me a quote which I'm not willing to pay for as I received a damaged device, i said no I'm not accepting a quote.
on the 11/07/2018 i contacted cell c to query my bill, i was then transferred to someone in customer service who tried to assist by going back and listening to the recordings of the previous conversations. she did advise me that someone from repairs will call be back . i did not get a call but instead received the damaged device back from your repairs department. on the 12/07/2018
this is unacceptable, i want to now cancel this contract with cell c and return the device .
contact: [protected]@gmail.com [protected]

Cell C's fiber/IT service creates two different accounts for one and the same service (i.e. Internet connection). Based on the duplication of accounts they charge twice for the same service. In addition, one statement shows a higher invoice amount than the actual invoice. The amounts are then charged to me via bank debit. Clearly there is no oversight as to how accounts are handled (or is there a more sinister reason?).
Any attempt to reach Cell C by phone (irrespective as to who is addressed: client service, accounts section etc.) no one answers any call. A complaint lodged on their website (the space given is far to little to explain the apparent mess-up) merely results in a patronizing email, suggesting how I should conduct my account transactions and a reference number, but no reference is made as to how they intend to solve their mess and when it would be done. Clearly, Cell C is not exactly into helping/assisting their customers which make me wonder if I should continue using their services. Thank you

On 9 July 2018, my husband and I went to Cell C in Paarl Mall to upgrade my current cell phone contract. The contract ends at the end of August. My phone was stolen 2 months ago and I was very excited at the prospect of being able to have a phone again.

The sales lady (Lumaree) did a credit check, as I believe is Cell C's procedure, and we entered discussion on which phone it would be. According to our credit check we obviously are able to have the newest and best phone and the most expensive contract on offer. We tried numerous times to explain that we are not interested in the expensive deal, but gave a figure of what we are willing to pay per month. We asked what phone we can have in that price range.

Lumaree would not except that we wanted a better deal. I explained to her that I am not interested in having the latest bling. We live within our means and do not want to spend excessive money on cell phone contracts. We have other more important commitments as we have 3 children, cars, house, etc. She refused to show us the phones and contracts in our price range. She told me to forget about our other commitments and get the expensive contract. We called over another gentleman who showed us the phones within our price range. I made a choice and asked Lumaree to bring the phone (they didn't have one on display, but had one in the safe) so I can have a look. The phone is question is a Samsung J7 Duo. She told us we are making a huge mistake as it is a poor phone and that it was thrown at the back of the safe, full of dust. She told us to go home and think again. At that point we have had enough of her and left the store.

Cell C's way of forcing a contract, that we made very clear we don't want, is despicable. Ordinary people get confused with all the contracts and phones on offer. No wonder people get themselves into dept they can't afford. We have been customers of Cell C for many years, but find them to be greedy and forceful. I will not renew my contract with Cell C.

Good day,
So on the 07/07/2018, i bought a 10 gig data from cellc website. To my dismay, instead of inserting my router cell number i inserted the Cellc Branch cell number Zewenwacht, Kuils river. After contacting customer service whom advised that we should speak to the branch themselves. The next day, Upon going to the branch, of which 2 consultants assisted, whom very jovial, confirmed that they do see the 10 gig reflecting. They advised that it can be refunded but require authorization from the "manager". When the manager came, she advised that it cannot be refunded or data cannot be transferred. The data was basically lost. This being very confusing after all chanels advised the refund can be done. The data was not loaded on a random cellc number but CELLC themselves but the data cannot be refunded.

Please assist as, once again, all consultants we are contacting aswell as cape regional office confirms the refund can be done, but the manager at the store is not cooperative.

[protected]@gmail.com

Good day,

I've been trying to request a paid up or settlement letter from cell c for over a month now. As the account has been listed under debt review, it was handed over to the company's legal department. Whenever I phone customer care, the refer me to the legal department and put me through to the extension, however the phone just rings and rings and no one picks it up. I've also tried phoning the legal department on multiple occasion in order to attempt to contact them directly to obtain the mentioned letter regrettably to no avail.

Please assist as I do not know what to do any longer.

I have been erroneously charged by Cell C, following its takeover of Greencom Fibre customers.

Kefuwe Lebakeng has not responded to any of my requests to look into the matter, or to connect me with someone who can, but has referred me to lawyers with a demand that i pay.

1. I was a fibre optic customer with Greencom, and earlier this year was told that Cell C would take over the account. I was told to continue payments each month to the Greencom account until i heard otherwise. I did this, and at a certain point was told to pay into the Cell C account instead. (I received diligent help from Kefuwe Lebakeng in guiding me how to pay Cell C, since the first instructions were not quite accurate.)
2. I am on your records as owing more than R3000, although I have paid diligently every single month. I repeat what I have said before in several letters to Kefuwe Lebakeng:
a) Greencom has confirmed that I paid up until the moment you took over the account (and I sent Kefuwe Lebakeng a copy of this letter);
b) I have paid my subscription for the months since you took over the account;
c) There is no reason at all for me to pay twice for the service.

I have heard good things about customer service at Cell C, but this does not tally with the experience I have had since I became - through your takeover of the Greencom contracts - one of your customers.

I would be most grateful if you can sort out this matter.
Dr Gavin Andersson
[protected]@seriti.org.za
[protected]