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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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Cell C reviews & complaints 2087

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7:15 am EDT

Cell C Customer Service

Please provide a system for customers to rate the service that they get from the phone-in helpline. Your representatives are extremely rude.

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5:12 am EST
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Cell C Account reconnection for cell phone number 0843339043

I lost my device 3 weeks ago and I called to block my sim and my device and i then did a sim swap through cell c customer care and reconnected my account but up until today my account is still inactive

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7:51 am EST
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Cell C Device only order missing

Bought a device only from Cell C and the order went missing.
Still not resolved, kept phoning and getting transferred from one division to another and no one can assist.

So their system doesn't work, such bad service and now they are taking my R3499.00 and I'm getting a device. The device is the LG K51s, I even bought a cell phone cover and screen guard from another website the same day; was looking forward to this device but now I guess I won't receive it and will have to purchase a phone somewhere else.

Cell C will never ever see me as client again.

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12:26 pm EST
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Cell C Claim for a nokia 5 that is broken or

I've never seen such a hustle to claim after being such a loyal customer for such a long time. I have two contracts with cell c and 3 divice contracted with c surance, I have experienced a disservice for 6 months since may 2020 between c cell repairs department and c surance between more than 40 emails and endless calls. Even the staff at cell c powerstation eyethu mall been trying to assist as begun to get frustrated. Payed the access fee requested, premium for all 3 devices are debited from my account every month and I'm still without the device I claimed for. The device was booked twice and returned to cell c powerstation eyethu mall twice, I received an email saying that the device is returned to cell c powerstation eyethu mall and I need 5o re-book it for the 3rd time since May. I just need to cancel all 3 premiums and never go back to cell c for any service, be it using their network, buying airtime or taking up contracts. I'm Rafure Joshua Thafeng... Learn from my experience.

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6:16 am EST
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Cell C Fraudulent account

I have am problem with CellC Someone opened account using my personal details, and I have reported the matter on the 18th of March 2020 till now I have not receive any response and my name has been placed under credit bureau, I cant do anything is about more than 90 day my case is not yet resolved, I would like CellC to speedily do the investigation because this issue is heating hard from me.

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5:26 am EST
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Cell C Upgraded to the wrong package

On 2 October 2020 I upgraded after seeing a Friday special. I phoned the upgrade department on the Friday and told the lady that I want to upgrade to the A31 as indicated in the Friday special. For R299 there is more data available than on the usual upgrade for the A31. We concluded the upgrade and on 5 October 2020 I received my phone. That evening I received and sms stating that the upgrade is appreciated and the package is 1G. I immediately e-mailed Cell C on 5 October at 19:36 indicating that the package is not correct. I said in the mail that I am disputing this package and would like to listen to the recording. I received only on 9 October 2020 a response with a Ref nr [protected] saying that I will be contacted within 2 days. Needless to say I did not receive a response. I again mailed on the 12th of October asking what is the situation. On this e-mail I did not even get a response as on the previous mail. I have phone no call logs for 1 October to 20 October, but I phone Cell C 084145 on several occasions asking for feedback. I also requested the recording so that I can take further steps. My calls that I can pick up on my cell is on the following dates: 21 Oct, 24 Oct, 26 Oct, 28 Oct, 3 Nov, 10 Nov, 19 Nov and 23 Nov. Every time the case is escalated and I am assured that someone will be phoning me back the same day. I only received a call once from a lady who accrued me that she will sort out this query. She indicated that it was on the Friday and she do not even have to listen to the recording. She will rectify the contract. She gave me 5g data. Why would you do that if Cell C is not at fault? Rectifying my contract package was never done. I am still in the same boat and 2 months has almost lapsed. I received SMS's on the following dates: 30 Oct - telling me that I renewed my contract to 1gb, 30 Oct - giving me a case nr [protected] and saying upgrade re-processed on the CCD: Deal that was offered by the consultant when upgrading line, 3 Nov - case nr [protected], 19 Nov - Ref nr [protected], 20 Nov - case nr [protected] receive feedback (but no feedback in the sms), 20 Nov - case nr [protected], 23 Nov - ref nr [protected].
The question remain - do the consultants that help u when upgrading not know what the Friday specials are? Why would I take 1gb if I can take the 2gb for the same price. Service delivery of Cell C is alarming. I am blocked at the consultant because I cannot speak to anyone that can resolve or investigate my query. What should I as a customer do? I have requested the recording as well, but have not received it. Cell C only made promises but did not resolve or have the decency to phone me.

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Update by Alida Dryden
Dec 01, 2020 8:53 am EST

Hi Alida

Thank you for reaching out to us.

We would like to sincerely apologise for the inconvenience this has caused.

We have referred your query to our Support Team for assistance. One of the dedicated consultants will contact you within 24 hours.

^MM - ""No one of the dedicated consultants has contacted me within till today - 1 December 2020""

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4:25 am EST
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Cell C Does not want to repair my device

Cell c puts our devices in water when at repairs
My name is Kgetsepe Mkhabela, I have been a customer of Cellc's for almost 6 years. I recently upgrade my contract and also purchased a new contract from cell c (6 months old). About a weeks ago I started experiencing a network problem, on that same day I could no longer access WIFI, network and bluetooth on my Huawei P30 Lite.

I then took the device to Huawei Menlyn an Hour after experiencing this problem.
They did a diagnosis and found out that it was a factory fault with device antenna.

I then took the device to the store I got the contract (centurion Mall cell c).
They then accused me of downloading lots of apps on my phone and said it was the cause for my network problem.

My device got to repairs department on monday the 23rd of November 2020 and I got an sms stating that I need to pay R6000 to replace the device.

I asked why they said my phone has a water damage. I am 100% sure that I never put my phone in water and I live alone, no kids and I am shocked how the report is different from that of Huawei.
I am a computer technician and I have friends who are cell phone technicians and If I had a problem that was not a device factory fault I was going to fix it.

Now Cell c don't want to fix my phone which is still under warranty and they create problems which are not there.

I want my device fixed!

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8:39 am EST
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Cell C Receiving pornographic videos through whatsapp. Both my friend and my cell numbers on my contract.

Although Whats App is not a cell C product, my cell C contract is the only place where both my friend and my cell phone numbers are stored together.

In the early hours of this morning I was woken up out of a deep sleep by my cell ringing. Not having my glasses on plus being half asleep, my immediate thought was it was an emergency. I answered my call not realising or even suspecting it to be a video call with pornographic video of a man's penis. I immediately tried to put it off, fumbling in the dark and feeling absolutely violated by the video from an intruder let alone the images. My friend has received porno video calls through out this early morning and today from the same number in Morocco.

My question is how these cell numbers were exposed to someone in Morocco? My second question is, does Cell C sell their contact list to either organisations or companies for marketing purposes as this is without my permission?

I do have proof of the number that contacted us on both our cell phones.

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4:41 am EST
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Cell C Repairs

Good day

Kindly attend to this gpjoh391469, am still waiting for the invoice as per sms sent on t 6/11/2020 from repairs which am struggling to get to every time I call, even now am holding for the past 45mins or an hour with annoying music playing repeatedly. Phone cant be in for repairs for almost a month, this is unacceptable at all levels. even this email might take 3weeks to be attended to.

From: No_reply@cellc.co.za
Sent: Thursday, November 19, 2020 10:41 AM
To: Hlope, Nomsa: Absa
Subject: Customer Service Case Number : 0111900669

Dear Valued Customer,

Thank you for contacting Cell C.

Due to the current COVID-19 pandemic and national lockdown, we have taken various measures to reduce the risks to our staff, customers and providers. Even though we have made contingency plans to minimise disruptions to our service, this may cause delays in responding to your query/enquiry. One of our consultants will endeavour to contact you within 24-48 hrs.

In the meantime, should you need to manage your bill limit, your WASP services, buy airtime, data and more, go to the Cell C Mobile App, or the Cell C Portal on www.cellc.co.za or dial *147# from your phone.

For manual payment confirmation, please email your proof of payment to proofofpayment@cellc.co.za or fax 084167641.

If your query is fraud-related, please call 061 000 7007.

Thank you for your patience at this time and we apologise for any inconvenience this may cause.

Kind regards,
Cell C Customer Service

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Nthabiseng Mulyata
Johannesburg, Gauteng, ZA
Jan 02, 2021 4:27 am EST

Good day
My name is Nthabiseng
I have phone contract from cell c but the the phone works only two Months then stop sensoring which means I cannot call or call accept call from anyone, I took it back to the cell c store. The store sent it to cell c repairs but instead it came with the same problem. I didn't take the phone is under cell c carrantied they send this to me GPJOH395538 my phone number is [protected]

Cell C
Cell C
, ZA
Jan 02, 2021 6:51 am EST
Verified customer This comment was posted by a verified customer. Learn more

Dear Nthabiseng

Thank you for reaching out to us.

We have received your review regarding your device that has been booked in for repairs.

Please send us your query to sm@cellc.co.za with the Cell C number in question + your alternative contact number.

^NZ

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2:35 am EST
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Cell C Paid up letter

Year 2020 from January to June I was unemployed since I had contract with cell c I couldn't be able to make payments so they handed over my account to their lawyers. June 2020 I got employed and started making arrangements to repay their money and I did that in three months from june. They were suppose to have sent me a paid up letter to be cleared from the bureau but its been 3 months now and I haven't been sent this letter. I have been calling several time, I always call cell c and they refer me back to black and association and when I call black and association they also do the same. At the end of the day I do not receive any assistance. This letter is affecting my life because I can't make any credit at all since I've been declared been a bad payer by cell c. I wanted to buy a car but they can't assist me. As we speak im a permanent educator from limpopo department of education.
I'm here to plead with you to assist me with my case that they give me my letter so I can clear my name because I'm no longer owing them any cent. Everywhere I go to make a credit they take me back to cell c so they are the ones who handed me over but they still denied to assist me.
Thank you

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Update by DesmondRivo
Dec 28, 2020 10:21 am EST

My complaint is not resolved

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12:53 am EST
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Cell C Data contract

I have asked for over 5 months to cancel my data contract it has fallen onto death ears. I am so over this bad service from Cell C and I haven't used the contract for more than two years still paying every month. I have emailed called and went into the store for assistance but with no luck the last resort is to close my bank account where the debit order is been taken from.

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Cell C Paid of letter

Cell c was not deducting on my account and o constantly called them to deduct but rhey never did whixh I have proof that I had money in my account... They handed me over after I paid of the whole amount same month and requested a paid of lettrr its been 3 months they have not given me my paid up letter.. Rather wasting my airtime making me call evryday with emepty promises.

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2:28 am EST
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Cell C Claim procedure - poor service

Good Morning.
Re: CELL C claim ZC Phungula
Claim number: 281926
Contract number: [protected]

I have a contract with cell c - for the past year and have been paying my premiums as expected. I accidentally dropped my phone on the driveway and drove over it without realizing that it was on the ground.
The phone completely shutters beyond repairs.

This happened on the 28/10/2020, I went and registered the claim at cell c fourways mall branch on the 29/10/2020.

The consultant that assisted me said that I must leave the phone with them as its beyond repairs.
Its been over 3 weeks now im without a phone, I Have a side business that need me to have a phone and now my clients cannot reach me, I've lost income. I have been calling every 2 days to check.

I get same response that I must wait 21 days for the claim to be processed, this is unacceptable! had this been made known to m when I took insurance I would have not accepted it!

I work for an insurance company we handle phone claims and turnaround time for claim procedure is 48 hrs. for total loss.

I need to have a phone by end of this Saturday, I have a function of about 300 people to organize and I desperately need a phone.

Please contact me via email as I the phone i'm currently is my old phone no battery life from 2013. It switches off every midcall, it's been an uphill.

please contact me urgently cell c people

[protected]
[protected]@clbmarinesa.com
[protected] - I did a sim swap with this number at cell c still its not registered.. Go figure! So I guess you'll get me on the landline since you refuse to give me a phone and register my sim card properly

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8:37 am EST
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Cell C New contract by phone is not what I asked for. Now unable to use my phone.

Cell C contacted me by phone, and offered an upgrade. I was reluctant to do this over the phone as it involved a new contact, but the agent insisted as they are short staffed due to Covid. After a second call from Cell C 4 days later I agreed to a new contract which would be "much better than my previous contract" on condition that I would receive the details of the new contract in writing.
I have not received the details as promised, and am now informed that I can only call Cell C numbers unless I purchase airtime over and above the contract value. I have had Cell C contracts for many years and have never had such a useless contract. Effectively, the phone is unusable.
I want this matter corrected as soon as possible, as it is highly inconvenient after all the promises I had. I called customer service today but all they have done is logged a Case number 0110902278, but I have no idea when or if this matter will be resolved, and I am not prepared to wait indefinitely. My phone no. is [protected], my name is Ray Swanepoel, ID [protected], and residential address is 24 Schoongezight Crescent, Welgelegen Estate, George, Western Cape, phone number [protected].

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Cell C lg k51s dual sim. not up to standard.

I bought the LG KS1S on 15 October 2020 at Port Elizabeth Greenacres . I told Timothy I wanted a Huawei phone but Timothy told me that he has a better phone for me . But I looked at the phones for R219 and so forth and he said those phones you can only buy online. So the only 1 available was the R279 Huawei. But then Timothy came back and said the phone is out of stock but I can get a better phone with a bigger gb dual sim. And its a better phone then Huawei. So becos I was in need of a phone I took it on contract. As I was using the LG I notised that it took forever to open voicenotes on my uncapped wifi. My whatsapp videos also took forever to play. So on the 7th day I took it back. I told Timothy I told him in the 1st place I wanted a Huawei and now the phone he recommended is not up to standard. So Timothy told me I can't exchange the phone but The phone can go in for repairs but then I had to wait 2 weeks. Again I thought I can't wait 2 weeks. So I left not a happy customer. When Im on a call and I get another call and I decline that other call then all of a sudden my current call voice is lower. So now I check if I put my volume on loud and then it is on loud. Ive had my contract with cell C for a while. I don't want this LG phone I just want the phone I initially wanted. Plus a lady phoned me from Hollard on behalf of cell C to say my insurance cover is higher than what I signed for. Im not happy really. My no is [protected]. Email. [protected]@gmail.com

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Cell C Fibre

My line was suspended for over a week. I made a payment on the 1st November as indicated to me, sent the proof of payment as required and a day after the line was still not activated.

I called and spoke to the consulted who indicated that I still have an outstanding payment of R873, I paid R900 on the 02th November and forwarded the proof which was acknowledged telephonically as I had the consultant on the line. He promised to have the line open the same day.

2 days later, the 4th, the line is still not opened. I called in and a technician tried to get the line resolved to no success. The issue was excalated with ticket number, CF164992. Am still waiting for the technician to attend to my ticket.

I called today, the 6th and the consultant asked me to send proof of payment as my line is still blocked. I asked her to check the ticket number and the reason for the ticket, she could not assist. I requested to speak to somebody senior, I have been waiting since the first call.

Two weeks with no fibre, no one seems to know what is happening, it's really frustrating.

I want to cancel the service and move to the competition as I have never experienced such, poor, non responsive service.

I requested several times for a debit option and am told the five account does not have it. It's such a disgrace that, this is not available and every month I must pay manually and send proof.

I wish I coup get some help

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2:04 pm EST

Cell C Wrong voice bundle allocated

After purchasing a all net voice bundle, cell c erroneously allocated me a cell c to cell C only bundle even though money deducted was for all net, now call center agents say they're unable to rectify this. Why must I lose money due to Cell c's own technical error? R99 was deducted from my airtime for something that I didn't get.

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Cell C Account

I have a contract with cell c. I emailed to ask if I could make manual payments as I was on maternity leave. I emailed once I returned to work that they can debit my account. Now im receiving calls from lawyers saying that my account has been handed over.

I made numerous attempts to reach cell c and no one ever called me or came back to me. Im annoyed as this reflects badly on my name.

Iv been a loyal cell c client for 10 years and never has such ever happened.

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3:21 am EST
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Cell C Unfair trade and theft - airtime deducted for data bundles which were never received

To whom it may concern

On the 26 October 2020 I tried purchasing an on us discount bundle @ R16 for 1GB... the amount was deducted off my airtime balance but I never received the data bundle in exchange.

On the 27 October 2020 I raised a query for this incident through the customer care call centre and was given reference number [protected]. I was told that the query will take between 24 to 48 hours to resolve. I was upset about this inconvenience but nevertheless I still gave you the benefit of the doubt.

48hrs later, on the 29 October 2020, I called back to follow up with my query and to my great dismay I was told that feedback was received (although none was sent to me) and that another query would have to be raised because the feedback received from the initial query was inconclusive. Yet again I was given a reference number [protected] and told that I would have to wait yet another 24 to 48 hours. As you can understand I was furious at this point seeing as money was taken from my account, by you, for services that I had paid for yet I had not received instead I am being made to wait for an issue which is not even of my fault but yours. I asked to speak to the manager but was told the manager is on a call and will call me back. I left the query as it were and told the call centre agent that I would be waiting on the call from the manager. To date I am still waiting for that call!

On the 30 October 2020 I received an SMS from the Cell C escalation team with yet another reference number SD936572 which stated that my query had been logged for further assistance with my data bundles...

Today the 3 November is exactly one week since I initially logged my query but my issue has still not been resolved nor have I received any update of the progress thereof. I am not interested in what technical issues u may have or might have had... you have deducted my money from my account in exchange for services I have never received. I have offered u ample time to resolve whatever issues u may have or might have had. Your actions constitute unfair trade and theft... I am hereby instructing you to either refund my purchase in full or provide me with the services I have already paid for a week ago. Failure to comply will result in me taking legal action through all the relevant channels!

Disgusted with your pathetic levels of customer service,
Ashveer Sookraj
[protected]

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I received a call a few minutes ago from Moses Mofokeng at Cell C head office (084 135) who was sincere in his apology to me for the inconvenience caused. He has loaded the data bundle which I supposed to have received and, as a goodwill measure, he has extended the validity of the data bundle to anytime instead of just 24 hours. Thank you Cell C and Moses for treating my complaint with the urgency it deserved...matters should never have escalated this far.

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Cell C Paid up letter request

BAD Afternoon

My name is Maria...

I have been calling and Emailing cell c requesting paid up letter..
One consultant said i will be contacted by cell c in 2 working days but its been 2 months nothing is happening

Im not happy with this kind of service.. No one seem to be able to help me and that paid up letter is needed...

I canceled my router contract after paying it off on April. Till today no one is able to help me.

My contact no is [protected]

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Mpho93
, US
Nov 18, 2020 1:33 am EST

Me too Cell C its very unproffesional also have beem requesting for a paid up letterr they taking you from one person to another..They are very useless and will never recommend it ro anyone

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.

How to file a complaint about Cell C?

1. Log in or create an account: Ensure you are logged in to your ComplaintsBoard.com account. If you do not have an account, please register by providing the necessary details to create one.

2. Navigating to the complaint form: Once logged in, locate the 'File a Complaint' button situated at the top right corner of the website and click on it to access the complaint form.

3. Writing the title: In the 'Complaint Title' field, concisely summarize the main issue you have encountered with Cell C. Make it specific and clear, for example, "Incorrect Billing on Cell C Mobile Plan".

4. Detailing the experience: In the complaint description, provide a detailed account of your experience with Cell C. Mention key areas such as customer service interactions, billing issues, network coverage problems, or any contractual disputes. Include relevant information about transactions, such as dates, amounts, and what the transactions were for. Clearly describe the nature of the issue, including any steps you took to resolve it and how Cell C responded. Explain how this issue has personally affected you, whether it's through service disruption, financial loss, or stress.

5. Attaching supporting documents: Attach any relevant documents that support your complaint, such as correspondence with the company, bills, or contracts. Be cautious not to include sensitive personal information that could compromise your privacy or security.

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.

7. Review before submission: Carefully review your complaint for clarity, accuracy, and completeness. Ensure that all the information provided is correct and that your desired outcome is reasonable and clearly stated.

8. Submission process: After reviewing your complaint, click the 'Submit' button to send your complaint to ComplaintsBoard.com for posting.

9. Post-Submission Actions: Keep an eye on your ComplaintsBoard.com account for any responses or updates regarding your complaint. Engage with any replies from Cell C or other users to further your case.

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Use this comments board to leave complaints and reviews about Cell C. Discuss the issues you have had with Cell C and work with their customer service team to find a resolution.