Cell C

Please see email below, I am still awaiting a response?

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On Thursday, 31 August 2017, jacqueferradaz wrote:

Hello,

My name is Jacquelene Ferradaz and my number is [protected]. I have a monthly subscription with Cell C. I recently changed to a subscription package that allows me more control of my account where I can decide when to top up data and talk time instead of CellC just debitting/charging me at the end of the month when I go over my limit. So I pay just over R400 a month and at the beginning of this last month I topped up R500 so that I can dial special call centre numbers and overseas numbers which I was unable to dial on my new subscription contract.

I havent made many calls at all this month so I was very surprised yesterday when I couldn't dial out and I had zero talk minutes left. So I jumped in my car and went to my nearest CellC store at the Ballito junction where I had bought the minutes. After some investigation of my account I was told that some content services via the internet had accessed my account and had been subtracting monies from my talk time/minutes account without my knowledge. I definitely did not agree to any internet subscriptions and I was surprised to learn that random companies can simply access an account with CellC (and apparently with any other mobile service provider) and collect/debit monies from that account without the client knowing or agreeing to the subscription. This apparently just happens while browsing the internet without clients being aware. All that is needed is the Cell phone number and then they have free access to debit subscription fees from the holders mobile account. Obviously I am shocked and angry by this because I made an advance purchase of airtime with CellC to use as and when I needed it - the way I see it is that I basically put money in a bank account with CellC and there has been a security breach on my bank account without my agreement or knowledge which is basically fraud. I entrusted CellC to look after my money/talk time/minutes until I needed to use it. Instead I got NO talk time which is what I paid for only to be told that the talk time minutes was stolen from my account and CellC arnt responsible for fraudulent activities by internet companies that access/debit accounts in this way.

If I go to my bank (I bank with Standard) and inform them that certain transactions on my account are not my usage and I believe the transactions to be fraud, they immediately apologise for the security breach on my account, they return/credit the money back me, then I assume they investigate, invest money on developing and offering more secure banking services, and perhaps they have insurances to claim back on fraudulent activities but they don't make their problem of not keeping my money safe my problem. They guarantee the safety of my money and if they didn't then people wouldn't bank with them. So basically I cannot see how CellC can not assume responsibility for my talk time being stolen from my CellC account? I buy data for internet browsing and airtime for phone talk time. CellC as my mobile service provider should keep my data and airtime safe failing which they should correct the problem by creditting my account with the amount stolen and find better ways to keep clients' data and talk time safe. My number has been blocked now to stop for any future subscription content services from debitting my account but still who is going to give me back the R500 more or less stolen from me through CellC? For all I know CellC could have internet companies of their own stealing clients money because why not, they don't seem to care or take responsibility for the breach of security and basically clients are expected to just write the money off. I was told by CellC staff that there is no way of getting the money back. This is fraud and it is wrong and CellC should be doing more to protect clients from this. I am passionate about this and I am not going to let this go until I get my talk time minutes back. This is a matter of principal for me. I will paste my experience as Iv explained in this email all over social media and Facebook to warn other clients if I don't get a positive reply from this email. I am looking to get my talk time back and Im not going to back down and just accept this kind of fraud and irresponsibility on the part of mobile service providers, in my case CellC. If this has happened to me it must be happening to many other people and someone out there must be getting seriously wealthy through fraud and dishonest business practices and at the expense of clients of mobile service providers who allow this to happen.

I await a reply from CellC.

Kind regards
Jacquelene Ferradaz

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+[protected] for the following number a contract with the new Cell C special for 20GB was taken and by the 9th its depleted, the sms sent have no audit trail showing the data usage, please can Cell C explain how this happens before we go social media crazy and every reporting avenue till we heard .

have be sold a lie ? i've currently loaded a monitoring tool with a vpn access to a cloud server and the findings from here on will be known.
we still require and explanation please

Good day
I currently have 3 contracts with cell c and wanted to upgrade 1 of my contract viz [protected].
This number is currently being used by my mum so I didn't want to take out an expensive contract. I did speak to one of the consultant in the retention department(no sure of name) I wanted a phone that was WiFi calling enable because my data line has 1000 min free which I currently cannot use because I dont have a WiFi enable handset. So the gentleman that assisted me offered me the Samsung j1 mini prime and I clearly asked if the phone was WiFi enabled which he confirmed.
Upon receiving the handset i could not make WiFi call so i took the handset to a cell c outlet, the lady there said that the phone cannot make WiFi calls, this upset me.
i then called the follow up section and returned the handset .

last week Wednesday the 6/09/2017 i called the cancellation department because the upgrade offers i received where not to my satisfaction. i the spoke to hlamulo chauke from cancellation and he offered to assist.
i told him that i wanted to cancel my contract at the end of term and port my number because vodacom and mtn have the handset that i wanted and the contract was cheaper. we then agreed that he will try and do a match deal with his supervisor and get back to me the next day (07/09/2017).
he did not get back to me. i called again on Saturday 09/09/2017 but he was not at work and the lady that took the call said she was gonna send him an email and he will call me on Monday.
i tried calling again on Monday but Hlamulo was not at work.

i called again today at 1.00pm and spoke to a lady named shade in cancellation she located him and asked him personally to call me.
i asked when he was going to cal;l me she said in the next 5 min.

it been an hour and still no call from cell c. this is really bad customer care, i will be terminating my contract at the end of period.

regards
vevak padayachee
[protected]
[protected]@gmail.com

Hi
On Sunday the 10th September 2017 I went into the store to upgrade my contract which was already due for upgrade in 2011. When I went into the store I spoke to Dineo and tried to upgrade my contract with a Samsung Galaxy S8+ which is advertised on their magazine that comes with a free VR Headset. I was thereafter told that the special is now changed whereby you don't get the VR Headset free you would have to SMS Samsung and you would get an holiday instead. I then went across to Vodacom and checked their specials and they had similar deals and they said Samsung had the specail which ended on the 10th whereby you would have to SMS them and you would get the holiday. I went into the Cell C shop at Trade Route 3 times to get clarity on what they said to me and Dineo spoke to Nikiel to confirm and he also confirmed the above. I asked to speak to a manager but was rudely told that the store does not have a manager. As far as I m concerned advertising something on your catalogue and not delivering the goods as advertised is false advertising. That is misleading the customers. I thereafter phoned Cell C on the Trade Partner Helpdesk who spoke to me and put me on hold for 24 minutes and came back to me and told me to send my complain in writing because he spoke to the store and they gave him another storey. I believe if the store was out of stock of the said item they should advise the customers and not try to make customers feel like they are ignorant and don't know what they are talking about. I have +- 10 contracts with Vodacom and I am fully aware of what contracts are all about so I would appreciate if Cell C staff didn't take me for an illiterate person. I would definitely taking my experience to the social media.
Thanks
Rani Mannie

I have 5 active lines with you guys applied for an additional line no feedback after a week to find out I have a small contract with Vodacom the captured my account info incorrect leading to the account being 3 months behind at vodacom fault not mine! I settled the outstanding amount and send the proof of payment to cell c direct via cell c power station rustenburg kamagelo and still they will not help me with an additional line I applied today again for an additional line Sony xperia l1 if this is not approved and feedback given urgently I will settle and terminate all my lines andbtake my business to another network provider. My number [protected]

[protected]
Lies lies lies

Urgent!

I paid my account on 1/09.2017

Since tuesday i have been sending
Email of proof of payment. After your sms
Telling me that i haven't paid my account
And also paid the required r70.

R1548.17 was paid on 1 september 2017
R70 was paid on tuesday.

I send more than 20 emails for proof of my payment!
Go and check your emails and see how many emails have been send from absa electronic payments.

Nobody did anything accept promises and lies!

This morning i send the proof of payments to
C moosy, she helped me. Later
She phoned me back telling me
That the amounts have allocated to
My 5 accounts and everything are in
Order. Now my lines are suspended?

On the 1 september you already had the full payment!
But you suspended my accounts?

At first if pieter working at your fleurdal branch gave met the correct information according to the reference number, see the reference number on die payment instead he should have told me to put in my cell number, [protected].

Right from the beginning i told you not to suspend my accounts, because it is paid! The [protected] is used by a doctor, my granddaughter, so if she have any claims against her we will held cell c liable.

Your suppose to be funny story of call are recorded like in spy movies, is a joke on yourself now. Go and listen to all the calls made from [protected] and then you must take action with your staff who are just their to earn a salary not for customer service. If you listen to the calls you will hear the a lady promised me the the lines not be suspended.

Get my lines working before 9h00 on 08/09/2017 or else i will contact the newspapers.

Please find attached proof of payment r1548.17 and r70.00

So please connect my line before 09h00 on 08/09/2017

Dear Cell C, I have been calling this week everyday for you to resubmit my debit order everyday I speak to someone else and they promise me that it wil go down the next day my debit order is suposed to go of on the last day of the month today is the 7th already, tonight I was suspended. Please can you fix this asap and make sure my debit order goes off and please open up my line as I am alone with my baby and need to have a phone if something happens. My cellphone number is [protected], my name is Christel Snyman, my ID [protected], my debit order goes of on the last day of the month and is debited from Absa savings account, I only have one contract with cell c. Thanks in advance.

On the 16th of March 2017 I sent a letter to the Agent allocated to our company's account to cancel the voice contract for cell number [protected]. 6 months later, we are still being billed for that number at R490 a month, despite repeated reminders and requests for this to be cancelled and our account credited with the amounts debited to date.

Then on 24 July I sent another cancellation of 4 contract lines:
[protected]
[protected]
[protected]
[protected]

We have just received our statement for September and have been charged for three of the numbers .

Worse still, our contract has been loaded with "Smartchat"contracts that we never requested and we are being charged an exorbitant amount of R220 for a service that we do not even use when we should be paying R99. This has been raised with the Agent allocated to our account on a number of occasions yet Glocell has done nothing about this.

There is absolutely no help with any query that a person raises and we feel utterly exasperated!

Please help

To whom it may concern,

My name is Sanele nakani, id number:[protected]. My contract cell number is [protected].

Last week friday I went to the store to book my phone for repairs through insurance.

I was assisted by a consultant named khangelani in Zevenwacht mall, Cape Town.

The guy assisted me with the claim form and everything that needed to be emailed to the insurance but as we were folding up everything, he informed me that I will personally pay the technician as my phone is not covered.

I was late for work and I did not have time to listen to that, I rushed back to work and had a look at the claim form which stated that my phone is not covered. How is that possible? According to my agreement with cell c that is stated on the contract, my phone is fully covered for any damage/theft or loss.

I am paying  close to R700 monthly for both my phone and insurance, my account is up to date and have never missed any installment.

Can you guys please sort this out before I receive a "Quote"  from the technician, of which I wont pay. As im already paying for insurance..

Sent from my Samsung Galaxy smartphone.

My Sons phone fell and the piece of glass covering the camera cracked.
We decided to send it to the repair centre as we have insurance.They told us that we had to pay in a certian amount to have it fixed ot was if I am correct R350 or R150.After a few weeks they contacted us back and said that they do not have the parts and we would have to get a replacement phone which wasnt a problem with us.The only problem is that we were underinsured and they wanted to replace the LG G5(Estimate Value of about R9000) woth a samsung which is worth about R3000 which wasnt a option for us as my son chose this certian LG for its camera.They said that they could send back the phone and we decided if it arrived we wpuld try have it fixed somewhere else but when we recieved the phone it couldnt read any simcard this was suprising as the only faulty parts on the phone was the piece of glass over the camera.We contacted them immediately and they told us that it could be because the phone was taken appart at the repair centre.We sent the phone back in again and paid about R350 again (we did recieve the previous paid amount back)After a few weeks again they contacted and said that the device is unrepairable and that we wpuld have to take the alternate samsung as a new device.This made us furious as we recieved notifications of a simcard being placed into the new device we assumed it was for them to test it.We demanded that they either repair the device or replace it with a phone of the same value as the further damages they told us about happened in the hands of the repair centre.During this we kept askimg who we could contact to take the matter further they said that they would look into the matter and contact us back.They still havent.

We sent in the device in middle May its September now and we still havent solved the problem and my son still doesnt have a cellphone.If this isnt solved we are terminating our contracts and moving over directly to another service provider as their customer service is a lauging stock.

Good Day
I am writing to you for some clarity on what my cellular service provider in lawfully permitted to do. My cellular phone contract expired end July and final payment was debited. Today I get an sms to advise me that I am R484.99 in arrears which is July 2017 and August 2017 payments for the new upgraded contract. How can I be liable for 2 payments for July 2017, 1 payment for the old contract and 1 for the new both for July 2017? They are thus then charging me twice for July 2017? How is that Legal?
Please advise urgently as my line is being suspended.
Sincerely
Miss DC Geldenhuys

We live on a farm and has wifi available and operates a business from the farm.
Even with that I am not able to receive calls and at some times I cannot even make phone calls. this has a big influence on the day to day operation of our business.
Personnel working with me that has the cheapest type of phones but Vodacom of MTN service has a FULL service available.
I have had my cell phone contract with Cell C with many years but are seriously considering changing to another service provider.

I gave notice to Glocell in January 2017 to end my contract when the 24 months expired end February 2017 for number [protected]. Months later, I found out to my shock, that they kept on debiting my account. Dozens of tickets on their website were ignored. When I phoned, the Clocell Call Center lady told me that she could see that I indeed cancelled my contract and that she will see that her supervisor pay back the money that was wrongfully taken from my account after cancellation. Now, months later, Glocell keep on stealing money from my account for the cancelled contract for number [protected] (I have also another contract), and they refuse to answer my e-mails. Every month I must go into the bank and reverse the illegal /cancelled debit order which they use to steal money from me.

1. When will Glocell honor our cancellation of contract of February 2017?
2. When will Glocell pay back the money they stole from my account after cancellation?
3. When will they start to answer my e-mails?
4. Glocell is the worst when it comes to client service. In fact I received only promises and nothing more.

Ludwig
[protected]

I signed up for the Cell C Fibre wifi contract R850 per month, free router and free installation on the 24 July 2017.

Details:
Name: Jessica Frost
ID: [protected]
Contact: [protected]
Order Number: [protected]
Delivery Reference: CELLC11397027

Two weeks later the router had still not been delivered and the technicians had not been in contact. Karabo Makhudu was excellent in resolving this issue and the router was then delivered. But then a week after the delivery I had still not been contacted by the technicians.

I contacted Karabo Makhudu again after this and I was told that Cell C is not mandated to install fibre in my area, despite having my address from day 1.

I subsequently cancelled my contract on the 21 August and was told I would be refunded.

It is now the 4 September and I have still not been refunded the R850.

I expect this matter to be dealt with within 7 working days otherwise I will be taking this matter up with The Independent Communications Authority of South Africa (ICASA).

To whom it may concern,

I have been a Cell C customer for more than 5 years now, but I am very disappointed in the 3rd party insurance that Cell C is selling called C-Surance. I hope you guys can sort this out, because they are giving you a bad reputation. You can't sell a service that does not work. I am not a person to complain. I have given Cell C and C-Surance more than enough time already as I have been waiting since July the 15th 2017 until today (4 September 2017) for C-surance to process my claim.

On the 13th of July 2017 I lost my phone. I immediatly called Cell C to stop my sim. I went to the Cell C Centre in Buccleuch on the 15th July 2017 to blacklist my phone and submit my C-Surance claim form. The consultant said C-Surance should call me within 24 bussiness hours. I waited until the 15th of July 2017 for C-Surance to call me, with the Cell C consultant sending them multiple e-mails in that time span. Does not help to call C-Surance either as they never answer, even if I stay on the line for 20 minutes.

Finally C-Surance said my claim was pending because there was no SAPS case number, I was not told I needed one in the first place. Secondly, they said the phone was not blacklisted. I submitted a blacklist form when I submitted the claim form on July the 13th.

So I went to SAPS and got a case number, the consultant sent them the blacklist form and sent them multiple e-mails and CC'd his managers as well.

Still have not heard a single word from C-Surance, via email or phone, absolutely nothing at all. I am hanging in Limbo. I don't know if my claim is processed or pending because they need more more documents? Because they don't communicate with me. And if they need more documents or information it will delay me even more because they take so long to tell me and then I will have to wait again.

Come on guys this is supposed to be a proffesional bussiness with proffesional services offered to it's customers. I am not feeling any of it. If there is problems they should let me know so we can get this processed as fast as possible. But how can you let a customer wait a month to let them know there is a problem? If there were problems I wanted to know within 24 bussiness hours as you guys promised.

I am paying about R260 p/m for my C-surance, and there is no service. I am paying about R1000 p/m for my phone witch I don't even have. But I still have to pay it until the contract is finished. Will you guys give me a new phone after my contract is finished? I need my phone now for my work.

This is unacceptable. The poorest service I have ever recieved and I am still paying for it every month.

Someone please just help me to resolve this. I will appreciate it.

Ticket number is 931647.

I renewed my contract at Cape Gate GloCell shop on Saturday 19 August 2017. The shop assistant Joanne checked on the system and ordered a Samsung S8 phone for me to be delivered at my delivery address in Pretoria, as I was leaving Cape Town on 21 August for Pretoria.

I told her the delivery address was in Monumentpark, Pretoria and that I will make sure that I will be at home for the following week, as she promised me there is a phone in store in Johannesburg, ready to be delivered.

By Thursday she contacted me and told me, the phone arrived in Cape town at their shop and is ready for me to collect. I told her I am already in Pretoria and will not return to Cape Town and will leave for Doha Qatar on 2 September 2017. She promised that she will try and send it back before Friday 1 September. I called the shop on Monday and Thursday to hear if she sent it or not. She wasn't available. She called me back on Tuesday 29 August and said that she will still see what she can do or then either cancel the contract. On Friday 2 September she told me that the phone was given to another person, and that some one made a mistake!

I cancelled the contract because I left the next day for Doha. I was very disappointed, as I have been a customer of AutoPage and now GloCell since 1997. Both companies really disappointed me, and I can't seem to get cancel my original contracts!

I suddenly discovered that I had emergency calls only on my phone, phoning cell c did not help as they just told me they cannot help me. I then whent to a cell c shop, where they told me that I did a sim swop, well I did not authorized a sim swop, so who give cell c permission to do a sim swop. I would like the persons doing that, paying for fraud. I also want tone refunded for with the amount that I had to pay for another sim swop. I also want to be refunded for the unconviniane s I went the. There should be more checks and balance in place to prevent your personal to do this.

I have had 2 contracts with Glocell, I have been lied to and there have been unauthorised WASP subscriptions which cost me around R1500 per month on both lines. The service is non existent, they tried to give me a second-hand phone when I had an insurance claim, they tried everything not to pay and eventually they did, It took almost 2 months to conclude the claim.
DO NOT USE THIS COMPANY !

Where do I start by elaborating on the pathetic service of cell c surance as well as cell c themselves? This should be the second time that I am complaining about the pathetic service... it looks like that if I dont post here, everybody shows deaf ears. I have a ticket number for reference: 540871. I do not have the time and energy to yet again explain my "wonderful" journey with cell c, but what I can say is that during July this year when I complained about me waiting for my phone to be repaired since last year june, they were so kind to phone me immediately regarding this problem. All went well for a while, and then when I wanted an update in early August, I emailed back the lady two times to give me an update from cell c surance. Well I am still waiting on a response! I then decided to phone cell c surance, again waiting on the line for like 15 minutes before they answered. A lady assisted me and she couldnt even give a straight answer about where my phone is. She put me on hold for app 15 minutes, only for a man to come back and responding on my query. Now they want to know from the cell c store where I booked in my phone, exactly since when it was booked in as my simcard was unactive since June last year. I was like what the [censor] man my phone was paid for done and dusted for repairs in April and NOW they come with this [censor]?well I said no its fine ill contact the cell c store and advise them to send a letter to cell c surance with that information. I spoke to a gentleman there, he advised me to email him which I did, I am still waiting for a responce since last week thursday after I followed up with him to see why is this taking so long. Long story short. I refuse to go into cell c store to sort out this [censor]. I feel that this is cell c's job to do this. I refuse to buy more airtime to call the stupid cell c surance who takes forever to answer. Im really tired of the dissapointing service. Just fix my [censor] phone the damn thing has been paid for in April this year already. Please email me I am ln a training course and might not be able to answer the phone. I await someones urgent call or email as this has been taking way too long. Over a year. Now that you call great service.

My number is [protected]
Email: [protected]@gmail.com

Dear Sir / Madam

Re: My account nr is AP-0103330

I am very aggrieved with Glocell customer services, I can’t even sent send an email to customer support . I sent numerous e-mails of proof of payment only to get undelivered mails, stating that Delivery has failed to these recipients [protected]@glocell.co.za.
Glocell is the worst "company" I dealt with ever. My cellphone they suspend it and never answers queries. You can call all the numbers, but unable to get through to anyone on the customer support number 0841234. I was told to call this number [protected] and I have been given a reference number (EDPV-[protected]). I have called the this number since beginning of July and quoted the reference number only to be told they unable to assist me and that someone else will call me back, which is never the case.
I seriously want this contract to be terminated. I am paying the monies outstanding and then I want nothing to do with Glocell. Please send me the Cancellation Form.