Cell C
reviews and complaints

date of incident is today, i was trying to close my contract but the consultant acted like she did not hear me.
i called three times i asked for them to transfer me to retentions
but the still insisted on doing the security question while i already went thru that process. its like they dont want to assist me. thats why im cancelling my contract anyway because i dont get any help.
i request my contract to be closed when it finishes.
my cellphone number is [protected]

good day . my name is Thato Malunga [protected]. i am Cellc client for many years. i received a call for an upgrade . my phone was due for an upgrade in August 2021. June 2021 i received a call to upgrade which i did . upon sales i was told first premium will only be end of October when 1st contract ends and in 30 days i can call to add insurance if i still want. Today i realised insurance was added and debit order will be 30 July for R125 which to my surprise i have no idea why and why is insurance not going on with date of continuing contract. i called cell c this morning from 9:15am until now 10:44 been on the phone . i was been transferred from customer service, insurance, upgrade, accounts and no one knows who and why my dates were changed . to my surprise the debit order for the upgrade and insurance will not be in October 2021 but now in July . if i knew i would have not taken this phone. Now i wanted to cancel because its not my fault that agents were incompetent i am told because phone is opened i missed cooling off period . Im so furious and in tears because no one can assist me, no one knows my debit date for upgrade instead i get rude consultants . I AM FEDUP AND I DONT WANT CELL PHONE ANYMORE ...because clearly we are being played and fooled and lied to.. i even told Cellc i will take it upon myself to take this up with the ombudsmen because clearly cell c lies to their people so they can take up their products and guess what 1 agent just said ok ..i asked to speak to managers instead rudely soo i am told i wont get help ..i DON NOT WANT THIS PHONE ANYMORE and i am going to port this number as i want nothing to do with cell c

Cancelled contract in March already and Cell C every single month keeps debiting my account and I can't get them to stop no matter what I do!

I entered into contract with Cell C for home fibre in 2019 and was quoted R699, which I have been paying ever since. I received a statement in May 2021 with a subsequent debit order deduction of R949
When I called Cell C I was told that the service provider in my estate changed from SADV to VUMATEL thus the increase in subscription.
I would like clarity on the legality of such a change without my consent.
If service providers changed should I not have been given the option of cancelling or renewing?
I take exceptional to this unilateral decision taken by CELL C and will certainly register my complaint with the office of the Consumer Protector and Ombudsman

Account Number. ;
[protected]
Identity number; [protected]
Name ; Jonathan J Williams
Contact numbers ; [protected]. / [protected]

E-mails from myself sent to Cell C respectively 23/6/21 and today 30/6/21 which is self-explanatory.

23 June 2021

Goodday,

I phoned cell c on 17 May 2021 to do an upgrade on my contract. They informed me they have some issues at the retention dept and would come back to me the following day.

Needless to say, no one contacted me back. I then phoned again on 19 May, same story. From there I phoned everyday, and everyday they told me there was a technical problem with my scoring, each time promising to come back to me and nothing happened. Some of your consultants were extremely rude and even hung up on me. I finally got a consultant who did the upgrade and actually contacted me back on 27 May confirming my upgrade was done and that I will be receiving my phone within 14 work days, as it has to be ordered. I upgraded to a Samsung A52, blue, dual sim.

I phoned again a week later to follow-up, and the consultant told me they received stock that day and that I will be getting my device the next week. Nothing happened.

On 2 June I had to phone again, as my debit order for the said number was not deducted. The consultant looked into it and told me that they would do the debit order by the following day. Nothing happened. I then had to phone AGAIN just to hear that the consultant who did my upgrade changed my payment option to cash, without my permission or even consulting me. My other contract's debit order went through, just not the one I did the upgrade on. I've NEVER paid my contract in cash, it has ALWAYS been by debit order. So I had to do an EFT, and apparently he changed it back to debit order, with my banking details I had to give again, but I will have to make an EFT payment again end of June, as the debit order will only be processed end of July? I have never made a debit order agreement and had to wait two months for it to be processed. So even my payment method is messed up.

I followed up again after a week for my device, and then the consultant told me there is no stock, but it should arrive the following week. Long story short, I phoned AGAIN today, after receiving a missed call, just to hear AGAIN that there is no stock. How can you advertise a device in consecutive catalogues while not having stock? Almost a month later, I still don't have my phone.

I have never received such bad service from cell c until now! Everything is one big mess and disappointment.

I am very disappointed in cell c's customer service and is seriously considering cancelling my contracts, as well as my husband's and convincing all family and friends to do the same. It is no wonder that everyone I speak to has nothing good to say about cell c.

Now we are likely to face another lockdown, so then there will be a new excuse for you for me not getting my device!

I really hope this will be resolved asap.

30 June 2021

Goodday,

I had to phone AGAIN today, as I never received a response on my e-mail sent. Just to hear that I will MAYBE get my new phone by the end of July/August, after my upgrade was already done 27 May.

But still the Samsung A52 is advertised in your catalogue, thus you are advertising and stelling stock that don't exist.

I am really starting to understand more and more why Cell c is on the verge of bankrupcy. No service, no customer etiquette, no extra mile for longstanding customers, nothing.

Now your consultant advised I should go to a store (that is nowhere near Modimolle) and get the phone from a store that has stock. How can a store have stock but I can't get stock from you online?

Very bad service, I am really disgusted.

The worse company by far i have ever had to deal with . my name is nkala cathrine kadiaka i have been calling cell c for alomost 3 weeks wanting a pais upletter and complaining to halo peter 3 times but i still dont have the paid up letter, the service at cell c is so disgusting is unbelievable my number is [protected]. what willit take for me to receive a simple paid up letter.bad service there is unbelievable that is y i cancelled my contract

I purchased a 1.2 MB data pachage and received 350 mb free data to be used within 60 min. I down loaded yet the data come off my 1.2 pachage instead of the 350 and after 1 hour it was removed so in otherwords I did not get anything for free

hi my name is Elisio Davids i I'm under debt review ID [protected] ive been trying to get my refund back that was over paid by my debt counsellors i requested a paid up letter and found that the account was over paid i have send emails call still awaiting my refund the time cellc informed us that the money will be refunded within 10 working days and that was told to me in May when i found out about the money that was over paid .

I'm deeply disappointed in cell c and their stupid security check. I mean why in the first place should we rica if you guys won't even use it to do security checks? Why can't our ID and proof of residence not be enough and to top that you guys say I should go to your store but in kathu there's no store haibo and to think I ported my number from Mtn for this nonsense.

CellC you're making my life so difficult, I had a contract with you which ended in 2018 and it reappeared early this year reflecting and amout of R49pm totalling to R392.I made an enquiry regarding this as i did not renewed my contract whenit ended in 2018 and I was told it was because i did not proper cancelled it.Then I decided to pay this amount even though I wasn't happy with paying for something I never used nor renewed it as i was in the process of buying a house and that was on 29/04/21 and I foned to proper cancel it and it was successfully cancelled then. I also requested to have my name removed from ITC and give me a paid up letter but up until now nothing has been done instead I am still getting invoices even after payment and cancelled.

Please resolve this ASAP as this affect my credit status badly as bad payer.my details are as follows:

My name is Phumlani E.Nkosi, ID no.[protected], old contract no.[protected] and contract account [protected], email address Phumlani.[protected]@gmail.com

Regards
Unhappy customer

I phoned Cell C customer service to receive end of contract date I was inform by the operator that apparently a week before my call the data contract was upgraded by which I personally did not receive a call, nor any email for upgrade and no contract. I have never discussed or agree to any contract upgrade within call centres in mylife, I only work with walk in shops. I registered a fraud case and mailed it with all required documentation, NO response or feedback for more than 20 days later. I will not accept invoices other than my original agrrement nor pay for hardware and data I did not accept or received.

I mostly work outside the country.
I require international roaming for various reasons
I have always had international roaming activated on my phone.
While i was in SA recently my international roaming was deactivated with no request from my part
I tried reactivated it by calling the number provided on the notification SMS.
The agent read all terms and conditions (10Minutes on the phone)
The agent failed to activate and roaming could not be activated as there was an error that went above his competency level to fix
I called the next day to figure out if they sorted the problem only to be treated like a first time customer and they wanted to read all the terms and conditions. Eventually they reconnected my international roaming.
The very next morning my roaming was once again deactivated
I called the relevant number to query the problem only to be treated again like a first time customer. They could not reactivate my roaming due to an error.
I went to the Cell C shop in Riverside Mall Nelspruit for assistance but they only call the call centre and then put me on the line...only to be treated like a first time customer again.
I lost my coll and walked out
I am now out the country without roaming and cell C wants me to call Customer Care on +2784 135 to be assisted with activating international roaming. I dont have roaming so I cant call !

I had a contract with cell c I couldnt pay because I was no longer working, I did pay up the account but still I cant use the phone.

I've received a bank notification of a debit order from CELLC amounting to R1373, 47 this is an overpayment, my contract with CELLC is R449.00 inclusive of VAT. I went through my bank records & I'm certain, I did miss any of my monthly payments for my contract phone. On the 17th of May 2021 my bank statement shows a debit order of R448.99 On the 15th of April 2021 my bank statement shows a debit order of R449.01. This is unacceptable to say the least I'm lawfully contracted to CELLC for LG Velvet 4G 128GB Top up at R449×24 and not R1373.47 my contract number is [protected]. I've been told that I signed up for FIBRE services which is false & I've submitted a sworn affidavit, id copy to [protected]@cellc.co.za and no reply. My email address is leratop.[protected]@gmail.com

I hope that this time I will be assisted😔😔. In March 2021 I took a contract With cell c, I wanted a Samsung tablet but the following day a Huawei tablet was delivered. I logged a return and the following day the tablet was collected. When I called cell c to cancel the contract I was told to wait for a RMA number. After a week or so I got the RMA number 6065638. And I was told by the follow up department to call call the cancelation department, the cancelation department referred me back to cancelation department it's like no one was willing to assist me. Then a consultant by the name of Mammone if I'm not mistaken escalated the matter for me. I kept on getting sms which were not saying much then the case was closed, which I thought that the account was closed to my surprise when I checked my statement cell c has been deducting on my account. When I called the retention line I was told that I need to settle the amount if I want to cancel the device? For a device that I don't have? Can I be assisted please and can I be refunded the money that was deducted on my account. RMA 6065635.

Boitumelo

Can I please get a paid up letter for my account my email address is dhlamini.[protected]@gmail.com my account number [protected]. I honestly fed up with your legal department.

😔I am so disappointed with cell c, I checked my credit report and I am owing an amount of R4800 from cell c, but when I call them or go to the store they tell me the amount is no longer visible on their system so I dnt know what to do from here I want this credit to be clear on my records please help me to remove this credit. I tried calling their legal office as well there is no answer, if they can call me back with a way forward I want to buy a house and I am stuck with this credit.

To whom it may concern

I have been a customer of CellC for the past 18 years and would like to express my disappointment with the service that I received recently. I have been hounded by CellC's Upgrades Department since March 2021 to upgrade my contract. I explained numerous times to your consultants that I will not be upgrading. Eventually around the 25th of May 2021 I received another call from your Upgrades Department and this time I agreed to upgrade my contract. Below please find the events that followed:-

27 May 2021
Coincidentally the Samsung A02 was delivered to me the same day that I received the below special on the 27th May 2021. I called CellC immediately to request an upgrade reversal from the Samsung A02 to the Samsung A21S special for R199.

31 May 2021
I called CellC again as the Samsung A02 was not collected. I spoke to Xolelwa - he said that it will take 14 days to collect the Samsung A02. I explained to him that the special will end on 6 June and asked if I could speak to his Manager or Supervisor to explain to him the urgency. He advised that his Supervisor was not available and that he will get his Supervisor (Nontlantla) to call me. To date, I have not received the call from the Supervisor?

4 June 2021 (12h14)
1. As I did not receive any response I called CellC again as the mobile was not collected. This time I spoke to Nthatisi in Follow-ups and deliveries. He advised that I should speak to Customer Care (084135) and transferred me.
2. At Customer Care I spoke to Tshiamo and explained the entire story again. He advised that he could not assist and that I should speak to someone in Upgrades and transferred me.
3. I spoke to Veronica in Upgrades who advised that she will escalate an upgrade reversal and arrange for the Samsung A02 to be collected and arrange delivery of the Samsung A21S. I informed her that the special will end on 6 June 2021 therefore the urgency and she responded that she was aware of the special and she will make a note that I should still qualify. SMS Reference Number [protected].

10 June 2021
Samsung A02 mobile phone was collected by Ram Couriers (RW21141702) in its original packaging.

10-18 June 2021
No acknowledgement of receipt from CellC?

18 June 2021
1. As I did not receive any acknowledgement since the Samsung A02 was collected from me I called the Customer Care Department (084135) and spoke to Dudu. After going through the security checks and explaining the issue all over again she told me that she could not assist and that I should speak to the Upgrades Department and transferred me.
2. Riaad answered at the Upgrades Department but he told that I should speak to the Follow-ups Department. Can you imagine my frustration now as I was being sent from pillar to post again?
3. At the Follow-ups Department I spoke to Ntombi. She said she will escalate the upgrade reversal - Reference Number [protected] (14 days later another escalation?). She informed me that I will have to call back next week as it takes 24-48 hours. Makes me wonder what happens if it's not escalated as it has been 23 days since my initial call (27 May). I requested to speak to the Manager of the Follow-ups Department but was advised by Ntombi that I should contact the Upgrades Department to see if I still qualify for the Special (refer to my note of 27 May). She then transferred me to the Upgrades Department before I could complete my sentence.
4. At the Upgrades Department I spoke to Zanele (each time I spoke to a consultant in a different department I had to go through security checks which was becoming frustrating as I had to continually repeat myself and explain the reason I'm calling). I requested to speak to the Manager of the Department but she refused to forward the call asking me repeatedly why I wanted to speak to him despite me explaining that I had a complaint about the service and my upgrade. She said she will take the query and log a call which I refused and insisted I wanted to speak to the Manager. Eventually she put me on hold for a long time then came back saying that the Supervisor (Michael Makhube) was not available and she will get him to contact me. That was around 10h20 this morning (18 June 2021) and I have still not received his call.

I am writing this letter as a matter of urgency and I would be grateful if my complaint and my issue gets resolved immediately. Look forward to your response.

Regards
DG Govender
[protected]

I went to the cellc store got the banking details and deposited R200 into the account to clear my balance of R197.Cellc has up till today not removed my name from credit record and still listed on Experian and TransUnion.please call on [protected]. My id is [protected].

It was a upgrade. I am charged for a rooter where ii told the salesman the rooter does not work in my area and it was with the previos contract so its paid for in full this was done over the phone now if I go to cell c shop they tell me they can not do anything about it surely this was recorded when the deal was done the contract nr is [protected] my cell nr is [protected] my name is jackie van der merwe I need that money back ican not aford it as I told the salesman I can only aford r350