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3.8 2087 Reviews

Cell C Complaints Summary

1447 Resolved
637 Unresolved
Our verdict: With a good resolution rate, Cell C generally handles customer issues well. However, it’s important to be proactive. Familiarize yourself with their processes and services. Reading through various customer experiences will provide valuable insights into how they handle complex issues.
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7:37 am EDT
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Cell C service delivery / receiving of purchased product / customer service / non-availability of managers

What a way to loose loyal, long standing customers! Not very outstanding service, Cell C.
I ordered the Cell C Sim Only Online Pinnacle 3GB TopUp 1 month deal on 15/07/2019 through my online CellC profile, and received my PayFast confirmation of payment on the 15th. They state it takes 2 days for the Sim to be delivered. Last week I tried to track the status of the sim on day 3, to only find out my order wasn't processed. Cell C logged a call to investigate (why not just send the sim card as I have already paid for it?).
Last week I was promised numerous times after enquiring that someone will call me to discuss delivery. So last week when I called I was told it is being investigated, I put down and phone again and was told it will be dispatched that same day. How come all answers are different?Still waiting, it is now the 22nd July. Two days, hey?
Today I have called probably three times. Once the line was dropped. Oh, and don't forget, on average it takes 3 minutes from dialing their number to actually getting to speak to a human (and not machine prompts). I mean, what do I care about my balances and if I have a pin activated? I need an answer!
Today spoke with probably 7 or 9 agents - no one can actually tell me what the status of the order or sim card delivery is. Can't even find it on their system.
Oh, and don't forget, so today I'm already livid due to the extremely poor customer service and non-product delivery (which by the way, I desperately needed hence the reason for ordering it in the first place) - and each agent I'm talking to wants to go through all the security questions over and over and over and over and... really? The one lady told me that I was just transferred from *Thandeka, but still wanted to go through the 20 questions - oh, and then she added some more question. Fuming by this stage.
So I was told by one agent to be transferred to the online department. So I get to the "online department". I ask - "am I with the online department now?". Which dept? "The online department" Which Department? I almost wanted to say the [protected]@$!% online department but just angrily said "ONLINE department" - Sorry, we don't have such a department. Huh? Why then transfer me to the "online department" in the first place.
At one stage I gave one of the ladies assisting (the one that couldn't find the order on my name) the order number which I got from my CellC online profile. Guess what, this is transparently not a valid order number. Not one they know. ? once again, how?
So, I call again - this time they cannot even find any orders to my name made on the 15th! So by now livid ain't even describing how I feel. Can no one actually help me?!?!?!?! I mean, such a simple question - when will I receive my sim so I don't have to sit at home hoping the card will be delivered?
Oh, and try to get hold of a Manager or Director or anyone in a role of seniority who should be aware of the lack of service on the floor? hahaha! You can't! So how will anyone actually train staff to improve service to retain customers if you are unable to get info on a Manager/Director?
I have also already sent some previous emails asking when I will receive the sim - of course no response. Also wanted to "chat with us" - thought it was a live chat. No, send a message or email. Also no answer to my "chatting".
So do I know when my (already paid for minutes) card will be delivered? Nope.
Has anyone contacted me about this yet? Nope.
And my guess is that Cell C will continue with this rotten service.

Listen, in hind-site I'm very ashamed that I got so angry about this. Why couldn't I just keep calm... to blame my anger on poor service delivery or the fact that my order is non-existent or that I am wasting my time again on trying to get my sim is no excuse. But this ain't no laughing matter either.

I need to know when I will receive my sim card because I cannot sit at home every day for a week now waiting for the courier guy to arrive. Just ridiculous that no one can tell me the status of my sim and/or delivery thereof.

Attached proof of order details online and the PayFast payment confirmation.

*Not her real name

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5:54 am EDT
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Cell C cell phone contact

Hi I have been with cell c for years now I have cancelled my contract and paid it off last month now they saying
That have been able to allocate the payment and they now getting THREATS I have went to centurion branch last week and they called the
Call centre they saying the person who has to reconnect my line [protected] haven't done it but they did receive the payment.

Please see the attached proof of payment before I take legal action against cell c as this is the most terrible service I have received .

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6:31 am EDT
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Cell C incorrect information supplied with regards to contract

I took out a wifi router around November last year. When the sales guy called me he never informed me that whenever I reach my 10 gig day time and 10 gig night date then I will be liable for the extra use of the data, AND ACCORDING TO THE LAW THE SERVICE PROVIDER NEED TO INFORM THE CUSTOMER. Subsequent to that Cell C deducted R2000 from my bank account apart from normal contract rates. I immediately reversed that debit orders because I wasn't aware of that amount and what it was for. I then called them and that's when I found out that I exceed my monthly data. Now if the sales agent informed me about the above mentioned then I would have simply not take out the contract, or I would told him that when it reach the 10 gigs then the contract should be barred.

My request to Cell C was to get me the recordings of the day when I took out the contract. This I asked on numerous occasions since March, however I haven't received anything yet. The subsequently handed me over to lawyers and also had my line switch off.

My Cell C number are: [protected]
The complain ref number are : [protected]

If this matter don't get resolved amicable and ASAP then I will put them in the newspaper

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6:13 am EDT
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Cell C pathetic service from cell c - blacklisted and account resolved by experian and still appearing on my itc report

Hi

I urgently need a letter from cell c stating that my cell c account has been resolved and no longer in arrears.
The cell c account is still picking up on my ITC report.

CAN SOMEONE PLEASE CALL ME ON [protected]

If this is not resolved today - my lawyers will be contacting cell c as I cannot deal with the incompetent service levels.

Emails have been sent to cell c for the past 4 months.

WHY IS THIS STILL PICKING UP ON MY CREDIT REPORT.

Experian sent the below

From: EZA consumer
Date: Fri, 24 May 2019, 16:16
Subject: Dispute Feedback - ERD190425000001
To: [protected]@gmail.com

Good Day,

Kindly note the disputed CELL C account has been updated to closed.

Further note that the reason for the update was due to no feedback,

Please find attached an updated credit report confirming the above and note that this dispute is now resolved. Please use your ID number as a password to open the attachment

Should you wish to discuss any of the content of this communication, please be advised that any of our Consumer Relations Consultants would be happy to assist.

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Update by Melissa Chetty
Jul 22, 2019 10:11 am EDT

still no feedback received from CELLC

Update by Melissa Chetty
Jul 22, 2019 6:58 am EDT

hi,
I need this matter resolved today,
I received the statements for june july and august 2017.
why is it only 2017 statements?

also when I spoke to the legal dept, the lady said the account is in arrears of 3k, now the statements show 5k

can I get details today

Update by Melissa Chetty
Jul 22, 2019 2:36 am EDT

URGENT

I called cell c customer care on Saturday morning for a statement of my account as well as a settlement letter.
The agent told me that they do not have any active / arrear accounts for me, as my ID number is not picking up on their system.
Can someone from cell c urgently assist me with my account.
My id number is [protected].
I want a response before COB today with regards to my account.

If you cannot assist me – please give me your legal dept email/contact details so that Legalwise can take it from here.

Regards
Melissa
[protected]

From: Melissa Chetty
Sent: Friday, 19 July 2019 13:51
To: CustomerService@cellc.co.za; CUSTOMERCARECOMMS@CELLC.CO.ZA; proofofpayment@cellc.co.za; custserv@cellc.co.za
Cc: mchetty1603
Subject: RE: **********URGENT******

I just received a call from one of the cell c legal dept consultants.

She said my account has been arrears and not closed and they do not have proof of payment.
The below report was received from Experian credit services.

How does cell c work – if an account was in arrears since 2017 – how have they contacted me about my account?
Now I am blacklisted and there is no one that can help

Update by Melissa Chetty
Jul 19, 2019 7:52 am EDT

I just received a call from one of the cell c legal dept consultants.

She said my account has been arrears and not closed and they do not have proof of payment.
The below report was received from Experian credit services.

How does cell c work – if an account was in arrears since 2017 – how have they contacted me about my account?
Now I am blacklisted and there is no one that can help

I now need to get bank statements from 2015/2016 and 2017
what pathetic service

account number [protected] - closed
account number [protected] - closed

Update by Melissa Chetty
Jul 19, 2019 6:50 am EDT

I received one call that rang once from [protected].
I tried calling back and no answer.
Please call me on [protected] - all hours.

Update by Melissa Chetty
Jul 19, 2019 3:01 am EDT

any update?

Update by Melissa Chetty
Jul 18, 2019 8:31 am EDT

when can I accept a response from cell c

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9:23 am EDT
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Cell C cellpone repairs

I am not happy with the cell c staff at Newtown Junction and Rosebank Mall. I went to newtown junction to book in my new phone for repairs, it was the second time I was booking it in for the same problem. The staff at Newtown junction told me their printers are not working and they cannot assist me. I went to rosebank mall to try and book in the phone there and they told me the newtown staff did not close the first book in and thus they cannot book in the phone. When they called newtown junction, the staff was not helpful. I then had to leave my phone with the rosebank staff to rearrange it for rebooking. I went back a month later only to find that the phone was sitting at the back of the store and no one new about. Its been two months running back and forth without any help from cell c.

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6:44 am EDT
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Cell C incorrectly being charged on an upgrade and additional line taken out

On 31/5/2019, I contacted Cellc Direct to upgrade my contract, and also took out an additional line with the same package I was upgrading, and requested the cell number be ported for the additional line. The additional line peper work and delivery of the device took nearly 2 weeks. Delivery took place on 11/6/2019. June I was billed on the additional line for 31/5/2019, and for the month of June 2019 . I wrote to Cellc. after the 4the f/up, an Agent called. I explained to her delivery of devie was only 11/6- billing is incorrect. My daughter, who the additional line os for, signed delivery on 11/6, but did not complete any dates. The Agent then adv deliv note shows 4/6. I forwarded her the emails btwn myself & the Agent that did the additional line as proof. I then received an sms with my new debit amount for July 2019, which is far more than it should be. Upon again emailing, an Agent calls. I explained & advised the previous query has not been resolved. She first told me it's pro rata for the previous month, which would mean they billing me again for what I over paid, then said she would come back to me the same day (12/7) as she would need to go through my account. To date I have not heard from neither Nomsa that first called me, or Tubisileng that called me on 12/7. Acc No.[protected]

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Update by Ghaireeya
Jul 26, 2019 12:54 am EDT

Still no further feedback. CellC has called the additional line being used by my duaghter, who keeps telling the person to contact me on my number. The debit order is supposed to go off soon. I do not want a credit like the last time when they made a mistake on my account. They need to refund me the money back into my account. I need this resolved ASAP. The service, or rather lack thereof, in this Country is sad!

Update by Ghaireeya
Jul 24, 2019 9:03 am EDT

I sincerely hope i am not getting automated responses from CellC, just to stall the matter further.

Update by Ghaireeya
Jul 24, 2019 12:55 am EDT

I have had no further feedback to my complaint, other than CellC acknowledging my complaint, and that they would come back to me. This month a large debit is supposed to go off again! CellC is quick to blacklist people when they stop paying, but completely ignore peoples complaints! CellC has the audacity to still call...numerous times, to offer me more packages, but NOBODY can return my calls to resolve my queries regarding my incorrect accounts. I can't understand how they turn a blind eye, and nothing is being done about it. The problem with CellC is that they employ incompetent, therefore peoples accounts are being charged incorrectly, and nobody knows how or where the problem is...The blind leading the blind in CellC. Should one approach the Consumer Councel, or go to the News papers?
I will really be cheesed off if the incorrect amount is debited again this month!

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10:21 pm EDT
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Cell C default listing on my credit record

I was in the process of submitting my credit record for a position I applied for only to discover that you have listed a default bad debt written off for an account that I can prove I cancelled on 4 different occasions because the staff were too incompetent to get it right the first time! I received no notice as is legally required by the National Credit Act prior to you listing this default. You have until Friday to remove this adverse default failing which I won't hesitate to take legal action against you as this default has resulted in an employment opportunity being retracted! Contact me ASAP!

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Cell C cancellation

I have two contracts with Cell C. With the upgrade the sales consultant neglected to tell me that the new contract has an open line. I bought pre paid airtime for both numbers and couldn't upload the airtime and it gave me an error message. I phoned customer care line on 10 July 2019 and they advised that I have an open line and should be able to phone. Neither number could phone with the open line. I phoned the cancellation's department on 11 July 2019 and was advised they will investigate and get back to me. Nobody phoned back. On 12 July 2019 it was the same story and the afternoon I received a phone call to say the contract has been cancelled and this will follow with an sms. I never received the sms and the contract was never cancelled. I phoned again on 15 July 2019 and again was told they will investigate and give me feedback. I received a phone call from the retention department telling me that my cooling off period of 5 days which allows me to cancel the contract has expired and if I want to cancel the contract I have to pay the full 24 month contract. After I explained my entire story again the consultant, Lance, told me that he can't assist with this matter and I will have to phone the cancellation's department again. I phoned again on afternoon of 15 July 2019 and was now advised that the matter has been lodged, but it will take up to 72 hours to resolve. To make matters worse is that my original contract is due to end on 23 July 2019 and I specifically told them that the new contract should start from 24 July 2019, but this request has been now ignored. I now have an old and new contract running. The worse part of this open line contract both number which supposedly have new contract since the 10th of July 2019 is that neither of us can phone out. So for the past 6 days we are unable to make any calls and this has been specifically mentioned. If the complaint was supposed to be resolved in 72 hours this should have been resolved by 13 July 2019. I'm also getting different stories from different consultants i.e. 5 day cooling off period where I will be able to cancel the contract, 30 days notice and I'm only allowed to cancel the contract in 23 months time.

I need to cancel this contract ASAP in order to get my cell phone line sorted to make phone calls. It has caused massive disruptions. I only think it is fair for Cell C to cancel this contract as I was in my 5 days cooling off period when I canceled the contract and the Sales Consultant should have mentioned that the contract has an open line which he did not. I was very specific when I told him I only want a data contract.

I have asked for a direct number to speak to a Supervisor, but no one can assist me with a number. This has become so frustrating as I'm spending so much time trying to sort out this mess. If I have to phone again it will be my 5th consultant I will deal with.

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Cell C double payment no response to my query

I have sent 8 - 10 emails to cell c with no response. I received sms from cellc to say I must change ref no when making EFT payment. Only to find out that it was incorrect. Money was paid into correct banking details but reference no was incorrect. I made another payment to correct reference no to avoid disconnection. I want this money back. Sent proof of payment and all details were sent but I have had no response. Email is correct. I have no reference no for query because there has been no response.

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Cell C cell c tower cnr: james wright ave & duluca street, norkem park, kempton park.

PLEASE PLEASE sort out your Tower electrical problems at Norkem Park High School. The generator has been running for over 6 weeks. The drone and smell of diesel is unbearable. I have contacted your technical department (084)944-4444 numerous times but i may as well talk to a wall. I have also given them the Ekurhuleni Electrical Reference number to sort out the electrical problem at this tower. The reference number is 3720331 reported on the 21st June. There is a Telkom Tower down the road which you don't even notice because it looks like a tree. The Cell C tower is an absolute Eyesore to the public. See attached photos.
PLEASE PLEASE PLEASE SORT OUT THIS PROBLEM. THANKS.

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Update by Cook's Air Tours
Jul 19, 2019 3:10 am EDT

Please, Please can somebody at Cell C Operations take some time to resolve this Generator problem at Norkem Park High School opposite our house.
The continuous drone and smell of Diesel fumes in our house is unbearable. It is even affecting our sinus.
PLEASE, PLEASE CAN OPERATIONS MANAGER HELP OR DO I NEED TO GO TO CARTE BLANCHE.
Thank You.
William Cook.

Update by Cook's Air Tours
Jul 14, 2019 7:01 am EDT

Cell C Tower at the corner of James Wright Ave & Duluca Street, Norkem Park X3, Kempton Park.
Norkem Park High School.
My contact details: [protected].

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Cell C customer service

I was at the cell c branch in tsakane mall and the lady there refused to help me with a sim swap and referred me to edgars connect. Instead she was flirting with the gentleman who came after me and insisted to help me instead. Her attitude was the worst and she does not know how to communicate with customers. I Have never been treated so poorly and all this because I am not a man like the gentleman she thought was more important! I am furious with the treatment from Tsakane mall!

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Cell C cell c services

Your services are disgust to a point of no return, i struggled my neck off when all i wanted to do was to settle and cancel my contracts and be free from your nonsensical network.
Now upon requesting paid up letter its a up and down a simple stupid letter im struggling to get.
Im so so gatvol with cell c words cannot explain. You are definitely an extreme sport, infact trying to make contact with you is an overtime, super exhausting

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Cell C pathetic service from cell c customer care and the phoenix plaza branch

I had a router contract which I had for 2 years and later when into the store and cancelled it. Since March, I am still being debited for that router. Its disgusting at the response that I got in the last 2 weeks. I have spoken to Tamlyn and Damien from the cellc phoenix branch and they told me that with my id number I'm not registered on the system which is utter nonsense. The contract was taken at the store but now when I require help with regards to the cancellation they can't help. I believe that the call center will only be able to help. When I called the call center they asked me to call the legal department. I was told that there was a third party involved which is an unknown company linked with my banking details. So why are contracts taken in the store if our information is not safe? My height of frustration can not be explained right now. I tried calling the legal department and held on for 35 mins. Why is it so hard to get help but they are so quick to take money from people? Very disappointed with cellc service and will not recommend them to anyone in the future.

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1:23 am EDT
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Cell C staff

I took contract at at Edgar's active mankweng the guy who assisted me was taken to another store in town polokwane he got into my account and send my statements to one of my colleague I'm suprised my account must be private and confidential I need answers how he got into my account, it means I'm not safe if u fail to assist I will take the matter to next level I have a proof

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Cell C paid up letter and service stinks at cell c

My accounts was at attorneys and i finally settled the account, however the attorney can't send me a letter cz it's closed and cell c has my payment, so I tried contacting cell 4 times in 2 days, and waited over 46minz everytime, with no ansa, the service for money to pay you'll is execllent, but after service for us is horrible, I have no words, I will also upload this to face book and tell all my friends and family, I will thereafter, boardcast it on ECR to Wendy Nola.

Thank You

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Update by sumeet ishwarlall
Jul 11, 2019 7:00 am EDT

[protected]

Cell number [protected]

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A big Thanks to MOSES MOFOKENG for a fast and reliable service at CELL C, He has resolved all my queries and now I have peace of mind knowing my account is fully paid and, I now have my paid up letter also, going forth if cell c has more service consultants like Moses, the reputation of they business will grow. Thank You Once Again MOSES MOFOKENG

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Cell C contract dispute

i HAVE logged a Contract Dispute with use for a Fraudulent contract taken with use by someone else who has stolen my identity
I informed you on the 6th of June about this but you still keep taking money from my account

* Firstly i want to know where you got my Account details from
* secondly i need to know why you still update on Trans-union things which you are investigating But Updating Incorrect & false information about a Consumer at Trans-union, I can actually Sue-You for that

Please Sort this out because you keep telling me the same thing of you still Investigating My is : [protected]

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Update by Thabo Diale
Jul 10, 2019 10:02 am EDT

Good day

This is becoming a Pain in My life that you have now updated to My Transunion profile that i am 30 days in Arrears with you

Which is not LEGAL, you cannot be updating things which is not VALID against me
Whereas i have reported before End of June to you that I HAVE NOT TAKEN ANY CONTRACT with you!

You need to SORT this mess out ASAP, because you are affecting my Personal Applications I've had it now...!

My AFFIDAVID attached is dated 06 June 2019 but you are still updating Incorrect Information about me, Which is not Legal of you

Update by Thabo Diale
Jul 10, 2019 10:11 am EDT

[protected] Use have been promising to call me since the 6th June...This is not on...!

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Cell C debit orders

We have tried moving our debit order to the 2nd with out luck ...now this month received sms account in arrears because debit order did not go off but there is more than enough money in the account ...phoned them they do not know why debit did not go off..tried changing debit dates again she can not help us.. what de hell why does Cell C employ idiots
We will never take out contract with Cell c and will let people know any way possible not to use Cell C
Melanie Harrison 083 654 7317

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Cell C the fact that I am struggling for months to cancel a contract.

My name is Nigel Minnies, ID number [protected].
I cannot even remember the cellc number as the cell number has not been operational for over 7 months.
I just want this contract cancelled and your lines are terrible. No personal touch, one cannot get to speak to an agent/consultant.
Please cancel so I do not have to pay for this month of July 2019.

Regards
Nigel Minnies

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Cell C cell c legal department

Hi

I have had a contract with cell c for the past 20 years.

Due to some financial difficulties i could not pay for 2 months...

received a message from cell c that number will be disconnected 30.06.2019...paid the account in full 01.07.2019

being told that the matter is with legal department ... been trying for the past week to reach legal department ... no luck...

i need my number reinstated !

can someone please contact me

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Update by sisterladys
Jul 15, 2019 5:31 am EDT

I would like to have my line re-connected asap...

Update by sisterladys
Jul 11, 2019 7:29 am EDT

so I've made the payments...was told to Rica a sim...given an email address to send the details to...still no response... 2 days later

unbelievable !

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Cell C contract

I have taken out an online contract with cellc in April last year(2018), i had recieved my handset with a starter pack .

Within the first 5 days of recieving it, the handset calibration was not working properly, i had complained, sending back the the entire contents of my contract, apon recieving the second handset with no sim, i was disappointed as this unit, the ear piece speaker was not working

I had complained numerous times, being put on hold more than 30 mins at a time, call centre would put me through to retentions, and by that time i would have the calls cut on me, one of the call centre had made a suggestion to drop of the handset at one of their nearest stores, i got a reference number, and up to today have not got any reply from them as to what is happening with my account which i have been paying for

I have reached a point now, were legal action seems to be the only way forward, i know now that nothing will be done even though numerous reversals was done on my account and monies would still be taken from my account

If anybody at cellc cares there is a number you can call me on, but if u going to waste my and your time giving me grief and not my money back, please dont bother

SS Murugan
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Cell C In-depth Review

Overview of Cell C: Cell C is a telecommunications company that offers a wide range of services and products to its customers. With a focus on providing affordable and innovative solutions, Cell C has become a popular choice for many consumers.

Services and Products Offered: Cell C offers a variety of services and products, including mobile voice and data plans, broadband internet, and fixed-line services. They also provide value-added services such as content streaming, international roaming, and device financing options.

Network Coverage and Quality: Cell C has made significant investments in its network infrastructure to improve coverage and quality. While their network coverage is generally good in urban areas, it may be less reliable in rural or remote locations. However, they continue to expand their network to reach more customers.

Pricing and Plans: Cell C offers competitive pricing and a range of flexible plans to suit different needs. They have affordable prepaid options, as well as contract plans with various data and voice allowances. Customers can also take advantage of special promotions and discounts.

Customer Service and Support: Cell C is committed to providing excellent customer service and support. They have a dedicated customer care team that can be reached through various channels, including phone, email, and social media. Customers can expect prompt and helpful assistance with their queries and concerns.

User Experience and Interface: Cell C's user experience and interface are designed to be user-friendly and intuitive. Their mobile app and online portal allow customers to manage their accounts, check usage, and make payments easily. The interface is clean and simple, making it easy for customers to navigate and find what they need.

Additional Features and Benefits: In addition to their core services, Cell C offers various additional features and benefits. These include value-added services like content streaming platforms, device insurance, and loyalty rewards programs. They also partner with other companies to offer exclusive discounts and benefits to their customers.

Competitor Comparison: When compared to its competitors, Cell C stands out for its affordability and innovative offerings. While other providers may have better network coverage or more premium services, Cell C's competitive pricing and value-added features make it a strong contender in the market.

Reputation and Trustworthiness: Cell C has built a solid reputation for being a reliable and trustworthy telecommunications provider. They have been in the industry for many years and have a large customer base. While no company is perfect, Cell C has taken steps to address any issues and improve their services based on customer feedback.

Conclusion and Recommendation: Overall, Cell C offers a range of services and products at competitive prices. Their commitment to customer service, user experience, and innovation sets them apart from other providers. If you're looking for an affordable telecommunications option with good customer support, Cell C is worth considering.

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6. Filling optional fields: Use the 'Claimed Loss' field to state any financial losses you have incurred due to the issue with Cell C. In the 'Desired Outcome' field, specify what resolution you are seeking, whether it's a refund, service restoration, or an apology.

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