Cell C

My service has been suspended - a few days after I have received my "upgrade". I have been in training for two weeks and have tried contacting Merriam in the "Credit Control Department" to make a payment arrangement. On Friday the 23rd I got cut-off twice whilst holding on for the Credit Control department and decided to send Merriam an e-mail. I have again followed up with another e-mail on the 28th June but to date have not received any response from her to my mail as to whether I can make an arrangement or what is the correct process to follow. In the meantime I have no service on my cell. I have a new phone that I can't use at all. As per Thabo in the Upgrades department I was informed that I will not be getting my data and complimentary data of 7GB for upgrading due to my service being suspended and it does not carry over. How can this be resolved? I have also not received any notification that my service will be suspended (only an SMS on the actual day). How do you notify clients?

I am Joseph Eugene Frieslaar, contract cell number [protected]. I have been a valued customer for the last 8 years, paying my account religiously every month. I have my contract at Cell-C, Blue Route Mall, Tokai, Cape Town. On 18 June 2017, I was due for an upgrade and upgraded to the iPhone 7. I was informed by Cherry, the assistant that I could return the phone within 7 days if I was not satisfied with the phone. On 21 June 2017, I did exactly that and wanted to exchange the iPhone 7, still in its original state for the iPhone 7 plus. I was then informed that it could not be done because it goes against your policy. I was not happy with that answer and left the phone with the Store Manager, Ishaam, informing him of my intention to contact you to cancel the contract.
This is my second email to you, The Complaints Board. The store contacted me again informing me that the contract will not be cancelled, neither will the phone be replaced.
I am sad that I have to resort to this behaviour because I was extremely happy with your service, but I refuse to continue paying my account after 04 August when the contract matures. Now, I know that you will react with lawyer’s letters which will be ignored. If my complaint is not rectified, then this email serves as notification of cancellation of my contract with immediate effect, which matures on 04 August 2017.
My email: [protected]@gmail.com
Contact Number: [protected]

Regards
Joseph Frieslaar

This query has been running since 2016 on a contract cancelled & upon requesting the final amount owing a consultant advised the amount & as the contract was cancelled the consultant provided me with a reference number which since July 2016 has not been reconciled to reflect payment received despite numerous email indicating to which mobile number it relates to. Proof of payment was also given yet Cell C listed on credit bureau & handed the account over. The last call made on 17 June 2017 remains also open to date as we waiting for the paid up letter, again submitting the proof of payment. This is getting & causing a massive frustration and inconvenience as the credit listing are causing a bad rating when wanting to purchase on terms. THIS MUST BE RESOLVED ASAP SO THE CREDIT RATING CAN BE DELETED AS THERE IN ERROR. IF CELL C DOES NOT RESOLVE IT LEAVE ME NO CHOICE BUT TO TAKE THIS MATTER TO THE OMBUDSMAN AND SUE FOR DEFAMATION.

Good Day

Please check my records my original contracts taken out were with Autopage Cellular and Glocell took the contracts over once Autopgage Cellular closed.

I have 2 contracts with Glocell [protected] Straight 200 and [protected] Pinnacle/Straight 50.

Straight 200 is my contract and Pinnacle 50 is for my daughter.

My daughter received my upgrade last year and I took her upgrade this year (we were both previously on Blackberry).

I have told you the above to enlighten you on how we conduct our contract upgrades.

I took receipt of the J1 Ace upgrade on 24th May 2017 I was using this phone (as children today are she would not “swop” due to the fact that she has a “better” device). This is not a concern for myself as long as I have access to email, phone, text, Whataspp all is non consequential.
I transferred my information set up my device however on 7th June 2017 my device would not turn on I took the battery out still no response. I called Glocell who said they would arrange for collection I replied not a problem I have the device with original packaging let me know where I can drop it off or take in so the experts can have a look and advice. Glocell call centre agent said I can go to my closest Cell C branch which is in Festival Mall. I went and while waiting to be served (bearing in mind 4 Cell C staff members behind the counter and they were all assisting 1 person eventually between this client and the 4 staff members I interrupted as neither party were understanding the other, client didn’t understand CellC bill run is from 15 – 1 of each month, client wanted debit order for 3rd of each month and explained this all to her). Thereafter I was then assisted and told Cell C don’t take Glocell devices in and there is a Glocell Branch in Greenstone Mall. I proceeded to Greenstone Mall and low and behold no branch I then went to East Rand Mall Branch. (Bearing in mind both shopping complexes charge parking my petrol riding around).

The story becomes even more interesting and irritating your East Rand Mall branch staff and management are rude obnoxious and unfriendly. I explained to Ronald I took delivery of the device less than 2 weeks ago, his first asked me for the proof of purchase and I replied that he is Glocell surely he can check on the system or confirm with Head Office. Thanks be for little miracles he did after a heated debate. He looked at the phone and said the screen is cracked in the top left corner and I asked how does he think that could have happened as this is my device he can clearly see there is no outside damage or scratches to indicate the phone was dropped, which is wasn’t it is either in my handbag or on a flat surface. He said this is not his concern he is sending the phone in for repairs it will take 4 weeks and I will need to fit the repair bill. I replied and said under no circumstances I am still within my 21 cooling off period this is a new device is this device of such poor quality that a shuffle in the handbag would cause the screen inside to crack? His response I am sending it to repairs and they can determine it and you will pay for the repairs.

I phoned Glocell yesterday to follow up (20 days have lapsed surely there should be some response) the call centre agent who took my call said there is nothing booked under either number and I need the waybill number so she said I should call the branch.
I phoned the branch had yet another screaming match as that staff member said it takes 4 weeks in other words 20 working days and they have not had a response yet. Only once telling him I am going to email Glocell Head Office and complain about the lack of service did he say yes he can see they have received the repair quote. I proceeded by saying I will not be held liable for the repairs to the device as it was not negligent action of mine which caused the damage. He said to phone 084 140, which I did and the automated response came up with no result I call Glocell again and requested the Repairs contact number the agent said they don’t have a repair centre they send their devices to Cell C Repair Centre. I had to phone East Rand Mall Branch again and request job number, way bill number and the Cell C Repair Number, I was told if I give the Repair Centre the IMEI number the technician will be able to trace the device and assist me.

I called again this morning spoke to Radel from the Repairs department she emailed me the quote and I said to her I reject the quote as I will not be held responsible or liable since it was not negligent action of mine which caused the damage they the technicians can scrutinize the device and confirm no outside scratches marks etc so how and why the inner screen has a crack only the device knows. She responded by saying she only goes according to what was completed on manual booking form by Ronald (who by the way did not complete the form correctly how could the device be wiped backed up etc if it was not turning on or the crack on the inside of the screen left it blank – just saying….) and the quote from the Samsung technician (where ever they may be based) as I said to her I want to speak with them that they can confirm there were no outside scratches marks etc evidence the device was mishandled and how and why the inner screen cracked she could not assist me.

Between Glocell and Cell C sponsorships to beauty pageants sports events, false advertisements etc surly as a company such as yourselves you would have quality staff dealing with customers because at the end of the day without your clients you both would not and could not be as active in the community as you are.

I am very disgruntled unsatisfied been shifted from pillar to post, what a horrendous experience.

Please be advised if between Glocell and Cell C the repairs or replacement are not for your account, you may keep the device and cancel the contract with immediate effect. You have commentators who are more than willing able and capable of taking over my business.

I await a speedy response.

Kind Regards,

Lisa Zinn

Cell: 074.882.1443

Good day.

My name is Nishana Ngobe and my phone was stolen on the 10th of June, 2017. I went to cell C - Greenstone to have my phone black listed & and a claim submitted. i was given th incorrect forms and only made aware of this on the 14th of june when trying to follow up. i then sent an email complaint to cell c via face and Moses Mofokeng responded and assisted with the correct claim forms. after hours of holding to follow up with Csurance, i finally got advised that my claim was approved and i made payment of my excess. i was then told that i could not be given the same device i previously had, but the phone they could give me would be a downgrade. i was then advise there would be a new list of devices available on monday (today) and that i would be called back. no one has called me. i have been hold over 35 minutes and i am still holding. the service is rediculous and very disappointing as after 11 years of being a loyal client i would appreciate more of an effort to be made to assist me. i am in fact so frustrated with Cell C & C Surance that i am seriously considering cancelling and going to another network provider and changing all the cell c devices in my house as well. My Claim Ref No: 283825. my cell [protected].

I, lebogang moselyn mafulako, went to the cell c store, canal walk, on the 11 march 2017 to take out a contract

Incident background

- I had a brochure and wanted to take out a j7 2017 x2 to the value of 269.00 at that time
- the consultant then told me about a p9 huawei special at r199 and she further explained that it has two sim spaces and the memory card slot;
- seeing that we are saving, we agrred to the offer, and asked her to give us a further contract (data, for 99 rands 2 g and r169.00 4g.)
- she agreed.
- we realised when that there is something wrong with the subscription, we were expecting to pay r666.00, we paid over a r1000. I thought it is prorata, upon realising that it was not prorata on the second month, I called customer service, amd was adviced to go back to the shop where the contract was taken out.

- on the 16th june 2017, we went to the store, met with phillip, the stand in manager on the day, we expalined everything to him, he then sid he will talk to the consultant that helped us, and come back to us with a possible resolution. he promised that he will call on the 18th june 2017.

As I am writing to you now, the 26june 2017, he has not called. I tried to call him myself, he is not picking up.

Resolution

1. I think that since the contract is breached, it must be terminated.

Lebogang mafulako [protected]

Dear Cell C

I'm yet to receive status on my Fraud case that I opened with you guys. I emailed all the necessary paper work to customer service on the 5th of May and I was told the matter has been escalated to Fraud by Lerato Maleka and they will be in contact in 2 business day and no one has called since. To make matters worse is that my account is still being debited and I have also received a call to chase on outstanding amounts. My credit score is being affected by this and I don't think that is fair. I have followed up on this matter countless times without success. Ref [protected] and I urgently need some kind of feedback on this matter as this has dragged on for too long.

Pleasure Tsotetsi

My cell no: [protected]

I received credit on my account for 4 months for not have the opportunity to book the cruise, which is suppose to be 8 x R1000. Last month my credit on my account was over R3000 and this months statement shows that I have no credit on my account.

I phoned on Tuesday, complaining and the guy said that I will receive an email with the correction. I received no email.

While I am complaining, the service I received from Glocell staff is non existing. I struggle from the start to get a new contract, to change info on an old contract. And yet, my struggle is not over.

Please correct my statement and forward to [protected]@gmail.com

Thanks

Hi there,
My name is Joshua Jooste
I would like to settle my account with Cell C - no. [protected]
When I called the help line I was informed that my account had been handed over to the legal department which I have been trying to get hold of for a over month now... My calls have never been taken after holding for nearly an hour each time. Please get hold of me, I would like to settle my account and continue my contract with Cell C.
You can get hold of my via email at [protected]@outlook.com
or via my work phone at +[protected]

Good day, so I have been having alot of problems with cellc, I have spoken to the staff, as well as the manager and the owner of the cellc mall of the south branch. My phone was stolen on the 11th of May 2017 and its the 21st of June 2017 and I still havent got a response from them. When my phone stolen, I went later, the same day, to report it stolen and i have a case number. I called cellc to block the phone and went in later to the store to claim for insurance which i signed for. However the staff tells me that i do not have insurance, i was very aware that when i took out my contract with cellc i signed for insurance and was given the breakdown, etc if something does happen to my phone what will be the excess fees and so forth. The staff then tells me that they cannot do anything maybe the lady that helped at that time must have not put my insurance through...I told them that it is not my problem because i signed for insurance and that i want to see the actual contract that i signed not what is on the system. until this day I am still waiting for a copy of my contract that i signed on paper to be showed me and they can not provide me with it.. They are always coming up with stories and saying they will get back to me, not once did i recieve any form of communication from them to me...If I do not call them or go to the store they just simply forget. I have spoken to everyone I possibly can there and I have no idea what to do anymore..I told manager that if they cant provide me with my actual contract that i signed i will stop my debit order until they help me, and that is exactly what i did and they still show interest to help me whatsover..Please help

Good day,

I loaded airtime and the advance cell c airtime is paid up to date.
I even received a sms stating that the outstanding amount is paid in full and I qualify for another airtime advance but when I press *147# it doesn't allow another advance. It says I owe R6.00 still.

I don't understand you forward a sms now to me to qualify for a advance.

What is happening?

Please let me know a.s.a.p. as this is not the first time this is happening.

Thanks

Ms W Stols
[protected]

My name is faith and few weeks back my phone got damaged and I have insurance with c surance...went to a Cellc shop in Nelspruit iLanga Mall where my claim was submitted and i got a ticket number as proof that it was received, days later I went to the shop to call them again as it takes over an hour for them to answer the phone and when they finally did i was told I had to pay an excess fee of R500 i went and paid on the 13th of June where again I was given a ticket number as proof but then since then I have been trying to get hold of them I hold for over an hour and when they answer we have a brief conversation with the consultants and they all always put me on hold to check for my information then hang up on me. I am tired of calling now because there is no way forward this people just seem too relaxed and never Willing to assist me. My Cellc no is [protected] and my alternative no is [protected] can someone please assist me with this.

Ticket-[protected]. On my billing I noticed that I was being charged R447 for 1 gb of data which is suppose to be R149. I submitted a query on email on 01/06/17. I phoned and logged a query on 06/07/17 i again phoned for feedback on 20/06/17 where I was told 14 working days. However the first query was logged on 01/06/17. Consultant makes me wait for more than 30 mins while she gets me a date that the query will ne resolved. My debit order is due on 30/06/17 and I will not be paying for something thats not my mistake. This query has not been resolved and I want a written proof of the correct amount that will be debited on 30/06/2017. I have logged complaints on hello peter as well however glocell does not seem to care. I want this query to be resolved before my debit order goes through as I will not pay for anything I did not use. I am tired of complaining with glocell!and I will go to all lengths to make sure that this does not happen!

My name is Wonga([protected]) I was robbed at gunpoint on the 3rd of June 2017 and they took my Huawei P8 Lite which I insured with Cell C-Surance, I called Cell C to blacklist the phone and block my sim card, I went to the police and got a case number and submitted the documentation required at the Cell C store in Braamfontein, I have tried to get hold of C Surance to no avail, I have phoned the Head Office and they keep transferring me back to C-Surance and they never pick up their phones, it is so sad that at this day and age we experience such poor customer service, I want to find out what the process is after submitting my documentation? how much will the access be? will anyone get back to me eventually, my alternative number is [protected], it is now the 20th of June 2017 and I have not received any communication from C Surance

In July 2016, I was looking for a new basic cell phone and contract for my daughter. She had a phone with Cell C, so I informed Cell C that the contract was finishing and we were cancelling the contract. I found another phone and was busy organising delivery etc. by courier and Cell C contacted me to say that they would better any deal or price but to please stay with them and they would deliver the phone immediately. The sales person from Cell C was Michaelen, (whom I have never been able to speak to since). Michaelen promised us R 100.00 airtime and 300MB data free every month for the same price as the other cell phone company (MTN) R 229.00 VAT inclusive. During the phone call I triple checked the price with Michaelen to ensure that the agreed amount was recorded at the time the contract was offered to me. Therefore, if they truly do record these things, this will be very clearly stated. So we accepted the deal and the phone was delivered. Since July 2016 we have NEVER been charged the agreed amount. It is always well over the capped agreed amount of R 229.00. I put a cap on to ensure that there were no bills over the agreed amount. I have phoned numerous times, as has my daughter, but nothing is done. I spoke to Fortunate, Mbali in Billing/Sales and even received case numbers, but the bills just keep creeping higher.
The following are the amounts that Cell C conveniently help themselves to from my account each month:
15 Aug 2016 - R 43.24 - (1st Month - few days billed)
15 Sept 2016 - R 399.93
15 Oct 2016 - R 308.86
15 Nov 2016 - R 288.99
15 Dec 2016 - R 163.86 - (after one of the complaints)
16 Jan 2017 - R 343.12
15 Feb 2017 - R 342.99
15 March 2017 - R 342.99
15 April 2017 - R 353.25
15 May 2017 - R 345.50
(I have not included the small amount for July 2016, as it was a very small part payment for a few days).
Thus over the last nine months, Cell C has stolen R 2 889.49 out of my bank account, whereas, the correct agreed sum is: R 2 016.00. That is Cell C have stolen R 873.43. Cell C have not kept their side of the contract. I want this money refunded to me, and Cell C will make sure that NOT ONE CENT MORE IS DEDUCTED THAN THE AGREED R 229.00 (INCLUDING VAT) PER MONTH.

Someone in KZN opened an account in my names and am from Limpopo. I submitted MY ID copy and my affidavit from Savannah mall In limpopo where am staying and working. I have not heard anything from you. Cell C outlet in Savannah mall sent the documents in my present. I have never been to KZN and am a Government employee not Transnet as alleged in that fraudulent document or contract. I was promised to be contacted in due course, but nothing up to date. My number is [protected], my email [protected]@gmail.com, work number [protected]

I have been trying to get hold of cell c legal department for past five days with no answer from their side, holding for 30 minutes on a call with no response.On 31 December 2016, R10231.32 was debited on my account by cell c, i went to the bank and it was reversed then i went to cell c close branch to find out why money was debited on my account because i never opened any cell c account then i was told that two accounts where opened on my name, I was then told to make an affidavit at police station stating that i dont have any contract with cell c of which i did and then they emailed them to their legal deparment then i waited to hear from them, they never contacted me.Recently i wanted to purchase a car only to find out that i am blacklisted on itc by cell c, then i went to the store and they told me that on their system it shows that those accounts was fraud so for me to clear my name i have to contact legal department of which i did for several days with no answer from their side, holding for almost 30 minutes with no response at all.I just need to clear my name so i can be able to finalise my car deal..If i don't hear from you i will have to take further steps about this .

Cell C claims that their network should only work properly at your place of business or at home.

Continuous network problems in the following areas...

Queensburg - Durban

Berea and surrounding areas - Durban

Mount Edgecombe - Durban

Umhlanga - Durban

Should customers living in these districts or travelling to them regularly really join the Cell C network?

I would like to get hold of cell c leagal department and have been trying to do so for the past three days with no answer from their side at all holding for more than 20 minutes on a call with no response from anyone ...I have recently received my credit report and on their it states that I have 5 cell c accounts that is in arrears and that I have not payed when I called cell c they confirmed I only have one account with them ...due to this I have been blacklisted but the legal department are still to answer my calls if I don't hear from you I will have to take further steps about this because my name has been dragged through the mud for no reason and you guys don't answer.

Renewed one of my four contracts with cell c in march 2017. The router which I upgraded to didn't work from the day I upgraded. The guy at cell c customer services - technical dept - linda. Advised me to ask for a new one as mine is faulty. When I got to the store the staff looked me up and down and explained that they wont exchange the router as its been more than 7 days. Which is out of my control as I am working the same hours as them. And don't get a chance to drive to the mall to hand it in. (They were offline, didn't give me a job no or anything. Took my router in for repairs) after about 2 weeks I got a call, I have to go to the store to get a new router. Went to the store, (No stock) please come back another day. After 2 weeks went back to the store, (Oh sorry were offline) come back another time, ever since I have been driving up and down for the damn router and still nothing. I have been paying for a router for months now which I don't even have. Was there again on saturday and then was treated like a criminal because I didn't have a job number, and she is not going to look for it now. She will check and phone me to come back again! Unacceptable! I have been driving up and down for 3 months now! Paying for something I don't even have. This time. You have gone too far!