Cell C

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

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

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

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

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

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

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

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

Good day

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

Thanks

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

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

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

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

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

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

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

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

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

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

I had a contract with cell c I was retrenched from my previous employer I submitted documents then as proof of retrenchement I was still paying my account until december. As soon I got a new job I made arrangements to pay up my account I received a sms with bank account number the total amount I was told via a phone call. Before I paid up the account I spoke to 3 different people. And after I paid up I spoke to 5 different people and they all assured me that my account was clear. I called several time equiring a paid up letter and they all promised to send in 7 days. Then suddenly today I receive a sms from nds now suddenly im handed over by cell c after I have been calling and holding on line with my airtime while you guys were deciding if I owe you or not. Today I spoke 3 diffent ppl 1st person says I owe r81, then the second person says no my account is clear the 3rd person says I owe r59. Like really how can I pay r2000 and fail to pay what ever amount it is that I owe. I even wrote 3 email requesting a paid up letter still nothing. I must say the service I got from cell c was very poor becouse no one knows whats happening.
All I want is to clear my name as I was the who contacted cell c when I got a new job. So can any of you who knows whats happening with this account call me please! [protected] id [protected]

exact email I sent to Glocell on 12th September to:
[protected]@glocell.co.za
[protected]@glocell.co.za

Goodday

Still no feedback, call back, correspondence? Call centre let me hold on for 30 minutes without an answer ---- they must look for my documents! How much more must I take?

Will definitely contact the consumer board regarding this non-existing service.

Thank you for this pathetic experience.

Kind Regards,
Esme Strauss
HR MANAGER

exact email I sent to Glocell on 6th September to:
[protected]@glocell.co.za
[protected]@glocell.co.za

Goodday

Can I first of all inform you about the pathetic service I ever experienced from a service provider! I applied for a migriation of a mere +/-R20.00-R40.00 extra per month!...on my daughter’s tablet on the 18th August 2016.

I phoned the last week of August as told by the agent when I did the application, and were told ALL IS IN ORDER!...and that the changes will take effect the new month which is now, September 2016.

This morning when I queried I was told that I need to send my payslip (which by the way is confidential, and it is expected from me to “publish” it to an open e-mail address to Glocell!). NOTE:: NO correspondence or a phone call to me requested this, if I did not phone nobody at Glocell would bother.

If this simple process takes weeks, how long will it take when my three contracts will fall due for upgrade.

Your company service is a disgrace, unprofessional and each time an unpleasant experience!

It is such a pity that we the consumer had no say in the transfer of the Altech Autopage accounts as I would definitely NOT ever make use of Glocell.

I have my contracts with Nashua Mobile for more than 10 years and NEVER had problems with them.

So now...attached please find my a) payslip, b) migration request and c) copy of my ID. Will I wait another 3 weeks or forever for an answer.

I have signed up for their special with cell c (Boattrip) however cancelled it before receiving the router.. Then 2 months down they sent it, the courier co did not want to take it with so I had to arrange for them to send a courier co again to collect it, which they did however they still have not cancelled it on their system and have been unlawfully deducting exhuberent amounts of my account. Swearing at them does not even preturb them. What is one to do? Close your bank account? Really... Sure we can do something legally as it is theft! Help will be much appreciated regards thea [protected]@gmail.com

My contract states Unlimited calls, SMS's and 10GB of Data. Received an sms on the 31st August stating I have reached a monthly usage of R3862.32 for voice, data and SMS and that my line has been suspended. When calling Cell C on the 31st the woman informs me yes I have exceeded 10 GB and I was "per minute billed" up to that amount(even though my account was suppose to be capped after utalising 10GB supposedly this was also not done?) and I have to pay this amount on top of the monthly R1600.00 I pay for this contract. I have had this contract for a year now and only once when I came close to utalising the 10GB I received an SMS from Cell C making me aware. In this case however I did not receive an SMS and was completely unaware of the above. I asked the consultant on the other end to send me the account so I can see what data was used when, she confirmed she had sent me the mail... I AM STILL WAITING! I m also furious as to why my data was not capped at 10GB as discussed and set up when opening this contract ! I do not have countless hours to wait for a consultant and keep telling this over again. If I cannot be sent the account, how am I suppose to resolve this issue.

I purchased a mobile router device on the promotional deal of 20Gig per month. I received my first invoice in November 2015, amounting to R199 and then in December, the invoice was for an amount of R 903.20. In January, this amount escalated to R 2072.02. On 1st of Feb 2016, I queried the invoice and was informed that a consultant would call me. I informed the consultant that I had not used the device since December holidays and when I did use it, I certainly did not exhaust the apportioned data. I requested a detailed billing sheet and was informed that they're unable to provide me with this.
I have subsequently queried this amount (in writing) as an unauthorised debit on 30 March, citing case number: [protected], and requesting information about detailed itemised billing and about cancelling my contract. I have not received any solution to this end or to my request. I have received a call from debt collectors who have informed me that the account has been handed over to them and that I stand to be blacklisted. I informed them that my query has not been dealt with at the company level and because they have alleged this particular amount is due, they are required to prove but have not done so. Their service is not only pathetic but also unprofessional and inefficient.

In macrh 2016 / 13 i cancelled the contract they told me it was cancelled i phoned in april to get the last payment in may i phoned twice to confirm its paid up sebongi asured me theres no problem its paid up and on prepaid now in aug i received a letter from an attorney thay the acc was never setteled . I phoned tanya at legal collection 23 aug she told me to send proof of payment. I phoned 05 sept no such email was received i spoke to ralf he gave me an email adress i tried to phone ralf again i am now busy calling for the 9th time cant find ralf they have cut me off several times at legal dept i have beenholding on for 10.34 min how am i suposse to get hold of this people i am so frustrated with this

I moved to Australia and cancelled my contract as I would no longer need to use it. I paid the cancellation fee and was assured that I was now on prepaid, only to see a debit order of double the amount going off 2 months later. After phoning the customer care line and being transferred to 5 different departments, I was on hold for the legal department for 1 hour and finally gave up as I was phoning on international minutes. This is poor service and unlawful to take money not owned to them and pure fraud.

I have contacted the call centre a number of times, with no help . I seem to have more knowledge about this network then the people working in the call centre. I took a router and laptop on contract end of july, i had trouble ever since! my router was not working i called the call centre a number of times there was no luck eventually i did a sim swap the router worked for about 5 min when i checked my balance i noticed it was already 700 mb used for the month and r45 in current usage. I called the call centre and they confirmed that it was used when my router was not even working! i logged a fraud case and have not heard anything since. I was told someone will contact this is almost a month ago, either cell c lost my phone number or they allow theft on there customers accounts. Pathetic service.

I am one of the unfortunate souls who was ported from Autopage to Cell C. The service we received from Autopage was terrible, but the service we get from Glocell is 100 times worse. I have read a lot of complaints on here about people being overcharged and I am one of them. This company engages in unethical behaviour and I am really very unhappy about that. As customers of the various cell phone companies who are at their mercies and they just do not care, because we are just numbers to them and so what if they lose us a customer, between them they have an absolute cartel and monopoly.

My problem is as follows: 2 months ago I requested them to load an additional recurring data bundle, because I noticed that I have been spending a lot of money on out of bundle rates. In my cell phone contract I have the CellC SmartChat 2GB and the recurring bundle which they supposedly loaded, is the 3GB Smartdata Recurring Bundle.

However, they were very sneaky and never loaded this bundle. Last month I thought the bundle was loaded and at the end of the month I got a bill for R4000 of data used in out of bundle rates and they still had the audacity to charge me for the new bundle which was never active in the first place.

Today I dialed *100# on my phone and that is how I noticed that the additional 3GB bundle is not active and it all made sense to me, it was not active last month either and probably not active the month before either.

I phoned their call centre, but during the attempt the call was dropped probably about 7 times! You phone and wait for 10-15 minutes and more and then your call is dropped, so I just gave up.

I never asked for my contract to go to Glocell, I would have preferred for it to have gone straight to Cell C, for what that is worth, because let me tell you, dealing with the middle man is not very helpful at all.

I would like to be refunded by Glocell, but I know they will just hide behind all kinds of legalise to cover themselves. They misled me by confirming that this bundle was active when clearly it was not. I have attached a screenshot to prove this.

That is why I am saying that Glocell is engaging in unethical behaviour. I, for one am sick and tired of being exploited by cell phone companies in this country. My bill was R6000! R6000!

I am most definitely not renewing my contract when this comes to an end in December of 2016 and will explore my avenues of getting out of it sooner if possible. I know they won't care about losing me, as I am just a number to them, but if they would even bother to check they would have noticed I spent an average of R2000 to R4000 per month. However, I for one am sick and tired of being exploited like this.

Cell phone companies deliberately make it difficult for us to manage our data spending. They also make it very difficult, if not impossible to add a spending cap and then they engage in behaviour like this: supposedly adding recurring bundles, but never doing so.

No cell c contract but keep on deducting

Customer by service email (Jdvzo d) (24/08/2016 11:44:44)
Good day

After several calls to the cell c offices and incompetent operators I have decided to put my complaint in writing.

I have ordered a samsung j5 in may 2016 after the sales agent contacted me but a samsung j200 was delivered to me. I phoned cell c and told them about the wrong delivery. The consultant told me I must return it without the 2 x cell c sim cards.11 may 2016 courier company collected the un opened instrument without the 2 x cell c sim cards. 12 may 2016 cell c made 2 x deductions of r70.25, without my permission, from my bank account. 15 may 2016 I phoned cell c and spoke to lebo who opened a case and supply me with a case no. Ref. [protected]. I told him about the wrong instrument delivery. He said a consultant will contact me regarding that.
16 may 2016 - I phoned cell c and the operator told me that the samsung j200 was received by cell c in order and that there is no new order for a samsung j5.
19 may 2016 - I phoned and spoke to a salebo who said a sales agent will contact me. No sales agent contacted me to date.
25 may 2016 - a operator phoned me asking on what date I arranged for the debit order to go off. I told told her the whole story again and also said to her that I do not have a contract will cell c and have decided to will never have one after this nightmare. She will check and get back to me and gave me a reference no. [protected].
30 june 2016 - r99.01 was deducted from my bank account.
16 july 2016 - r99.01 was deducted from my bank account.
26 july 2016 - r99.01 was deducted from my bank account.
27 june 2016 - bavimile phoned regarding the date of the debit order. Again I told her the whole story. She check and said that they deducting for the 2 x sim cards which I do not use. I asked if I can return it back to cell c on which she replied no and that she will cancel the sim cards and she even gibe me a reference no. [protected] and [protected].
30 july 2016 - r99.01 was deducted from my bank account.
15 august 2016 - I phoned cell c regarding the illegal deductions. I spoke to a sabrina who will check.
15 august 2016 - I phoned cell c again regarding the deductions and spoke to a sindysewe. She said she will request a cr back to my account and it will take 24 to 48hrs. Reference number ref. [protected]. To date no cr received from cell c.

With this I would like all monies illegally deducted from my bank account deposited back before friday 26 august 2016 or a case of fraud will be made against cell c.

I personally think that all the consultants are incompetent and very unprofessional to work with accounts. I think they are also untrained to deal with a customers account. When I asked, several occasions, to speak to a manager they immediately told me that the manager wasn't available. No my question is. Are there managers who check or can deal with situations like mine or are the consultants just do what ever they think is correct in a situation like mine and keep on lying to the customers to cover their own backs.

I will personally not recommend any of my friends or family to make use of cell c due to the fact that they can turn every contract or deal into a night mare.

Hope to hear from you.

Regards

J. D. Van zyl oosthuizen

Response from cell c:
Response
Dear jdvzo d

Thank you for contacting cell c.

We have received your email and one of our consultants will contact you within 24-48 hours.

Here are some quick tips on how you can manage your account

If you require assistance with:

Your current usage on calls made, smss sent and current balances, please dial *147# or *101#

Statement requests, please visit https://www.Cellc.Co. Za/my-account, sign up for my-account on the cell c website and you will be able to download your statements in pdf format.

For banking details http://www.Cellc.Co. Za/curinfo

Activation and deactivation of value added services (Bis, data bundles, product information) please dial *147#

Your upgrade date, https://www.Cellc.Co. Za/my-account and to upgrade your contract please call us on 084143

Manual payment confirmation, please email [protected]@cellc.Co. Za or fax your proof of payment to [protected].

Should you wish follow up on an existing query please email [protected]@cellc.Co. Za or call 084 140.

Regards
Customer care

Incident: [protected] august 2016

Ref. Your email dated 24 august 2016.

Good day

According to your email, a consultant will contact me within 24-48 hrs regarding my email sent on the same day (24 august 2016). According to my watch today is (8 days) 96 hrs and still nobody contacted me.

I just notice that an amount of r99.00 has again been deducted from my bank account.

That is a proof of cell c's employees incompetence. I don't know if they are illiterate, dumb or deaf or does not understand english.

As I browse the cell c web I saw another complainant with the same problem. The complaint was posted the 16 august 2016 and still nothing has been done her complaint. That is really a proof of incompetence of cell c's employees.

If I do not hear from you within 12 hrs I will go the media with this incident and I will get all the other complainants to join me.

Thank you

J. D. Van zyl oosthuizen
[protected]

I was one of the unlucky cell c clients of autopage cellular that was offloaded to glocell. Prior to the end of the contract I informed glocell to cancel the data contract I had with autopage cellular on the cell c network. Immediately. This was acknowledged. However at the end of july there were additional call charges added to the data only account. Quering this I found out that the contract had not been cancelled as requested and I was told that the additional charges were wasp charges. At the end of august again charges were added and no sign of the promised refund once the charges were queried. When you phone the call centre everything is escalated but nothing solved. I think carte blanche need to get involved as this has now escalated into gross fraud being perpertrated.

I am so livid! Cell C first of all, do not have an email address to send complaints to! I received my Bill for this month R4400.00 ***! I'm putting a stop on my account now! I have 4 contracts on one account and spend allot of my money on cellphones and routers. I cancelled my one cellphone contract 4 months ago, paid it in full A's have the proof of payment which I have sent to them a million times, some to managers, supervisors, people, and uneducated customer service consultants. They are STILL charging me the monthly installment. And now this month out the blue is a R853.00 cancellation fee, for what I have no idea! I have had it with cell C And wanting to take this a lot further. Who is with me! For all of you people that have been *****ed by cell c! I bet I'm going to get a message now saying sorry for my terrible experience but someone will call me to sort it out. Bwahahaha! Whatever Cell C - You guys are the worst at customer care.