Cell C
reviews and complaints

Earlier this year I had a complaint with regards to my data constantly disappearing. Good thing is: I was contacted back same day by a cellc complaints colleague but the bad thing is - I ended the call even more disappointed and unhappy. This colleague advised that I cannot trust my phone and that I should trust cellc. I took his word for it. I then went out and I bought a new phone from a different provider .

With that being said, I got 30GB one-off data valid for 30 days on 05/04/17. I bought 200GB from cellc on 31/03/17. I left the SIM card that had 30GB in the new phone for the month so that I can monitor it and everything was perfectly fine. No issues. I then inserted my Cellc sim because I didn't thing I would have any issues. Until now! I am so disappointed and even more upset.

My phone says that I have used 158GB to date. This is inclusive of the 30GB that I received from the other provider. When my 200GB depletes, my phone should says 230GB used. My phone now says 158GB used and my cellc SIM card says 4.9GB remaining. I am 67GB short. No one can tell me what's happening. I've been to istore to check if my device is a problem, they confirmed it isn't. I've been to a cellc store and the advisors instore couldn't help but confirmed there is something wrong and that my data is missing. I've spoken to customer care, technical and partnered service desk. All I'm told told about is a data validation. This has been going on since last week. I received a data validation, but just for one month.

In short: I don't have a problem buying data. What I'm disputing is the whereabouts of my 67GB that is missing because I can't be faced with the same issue and I'm using a BRAND NEW PHONE! What I'm expecting is a call back from a complaints rep who will talk to me about websites I've been on (like I don't know what I'm doing on my phone) and then leave me with no resolution and my 67GB is gone.

I get that I'm just one person and I'm not valued as a customer but at the end of the day I'm working just as hard for my money and to feel like I can't trust my provider because they're going to do the exact same thing every single time. That isn't fair! I'm upset. All I want is my 67GB data. A resolution that keeps me happy as a customer and you as my provider.

My name is Emmanuel. My contact number is [protected]

I cannot get through to anyone on the customer support number 0841234. I cannot send an email to customer support. My contract ends at the end of July and I sent cancellation requests on the website with no response. I want to keep the number on prepaid and I do not want the contract renewed. I have no idea how my contract was transferred from Autopage to Glocell on the first place. It is a useless company. Just do NOT renew my contract!

Glocell is the worst "company" I dealt with ever. Every month I have a problem on my cellphone They suspend it monthly and never answers queries.
You can call all the numbers and no answers When you get to AT LAST speak to someone they cannot help you or give you another number to call.

You spend hours on the phone and never get support.

My friends and I will never again make use of Cell c whilst it is under Glocell

I recently recieved messages informing me that i have requested a sim swap using a self service pin.Of which i did do, i phoned immediately to cellc consultants to stop and cancel the ongoings process.i provided the identification they requested only to realise that the fone call i made has only facilitated the suspension of my sim card.i thought the consultant will solve my issue but on contrast he argue me to do a sim swap.What disturb me mostly is that i had the same problem last year, i had frustrating difficulties in processing the sim as they instructed me to the police for affidavit a couple of trips.i spent a month to have my sim back.I can't go over the same ridiculous process again.

This is not the first incident where Cell C has been stealing my money and lying to me – feel free to talk to Thato Mamabolo that assisted me in March with previous incident.

I have cancelled one of my add on services (GetMore) on 28-Feb-2017 with reference [protected], yet I was still billed every month for this on my Cell C account. So end of May I had my debit order reversed at the bank and I paid the difference only. But on my June statement I was again billed for the GetMore service (even after I have phoned them directly more than 3 times enquiring why I am still getting billed), so I again reversed my debit order and paid the difference only. But then Cell C decided to send through another debit order on 23-Jun-2017 (not my normal debit order date) for the R118 that I paid short without even as much as a phone call to enquire why I paid a different amount. No customer service at all!

I upgraded my contract on 1-Jun-2017 – BIG MISTAKE! Not only could the sales consultant (Charmaine Selenda) not do what she promised and my number was unavailable on the network for more than 3 days. Then I had to wait until the end of June to convert my old number to a pay as you go with again lots of issues and no service for 2 days. Charmaine then promised me a 10% discount on the new contract, but when I received my latest invoice there is no indication of a 10% discount and your finance department has now record of such discount on my account. Yet I received the sms while I was still on the phone with the Charmaine on 28-Jun-2017 confirming “You have been activated on the Cell C 10% Usage Discount Plan”

I again contacted Charmaine last week Wednesday to enquire where my 10% discount has disappeared to and to date I have not received any feedback.

As I see it Cell C is stealing my money and lying to me continuously and I no longer want to do any business with you. I will not be making any more payment to Cell C and you can cancel all my contracts with immediate effect.

I have a complaint to file which I want to take forth to the media regarding C Surance, Finrite as well as Hollard. As per emails my phone was stolen in December 2015 this was finally replaced by C Surance in January 2016. Where Natasha Carr had sent across the updated policy schedule. What she failed to do was include correct IMEI number of the phone which she had replaced from Godwin as per mails. What makes me more frustrated is that when I called in now to claim on my cover I was advised my information was still not captured. I have absolutely no idea why this is the case.

Events as follows over the years – refer to mails below and attachments from over the years

2014: Insured S4 details was not captured, nor was money being deducted
2015: Insured S6 details not captured nor was money being deducted
2015: Claimed in December and was made aware that info was not being captured. Back and forth unnecessary time and money from me
2016: Received updated policy schedule from yourself with OLD S6 (IMEI number - the phone that was stolen) when phone was replaced by yourself
2017: Called in to claim damage to phone that was replaced by Finrite/ Hollard/ C Surance was advised I am not on the system nor was any of my details captured.

Can you please explain to me what is going on with your company and why people are incompetent and are not doing their job? At what point did I ever cancel my cover? Never! And why did you not include the correct IMEI on the policy schedule you have sent across. The IMEI number on the schedule is for the phone that was stolen in December 2015. New phone replace in January 2016 by C surance and fetched from Woodmead Cell C. Schedule sent by Natasha CARR ON 12 JAN 2016.

I now need to book the phone you have replaced me with in January 2016 for repairs. I do not want any issues regarding this nor do I expect to have any back and forth issues as I have previously had. Can you please confirm what process I need to follow before I send this story across to the media? I expect my phone to be repaired as I have taken out insurance initially. I cannot wait as this has already taken me 2 weeks. C Surance are unresponsive, takes them 2 hours to answer calls and a complete waste of time.

Can someone please get back to me on how we can solve this matter?

one of my accounts indicates an arrears of R444.00 which have requested to be debited on my account about 3 months ago, every time i call call center i am told that the account is at legal department and i am so annoyed at this stage as they are not picking up. as I am typing this complaint i have been holding my phone for the last 15 mins for legal department wow and this has been going on for last 3 months. I have sent e mails with no responses. this whole drama is impacting my Credit Record and i want it to be sorted once and for all. account in question is [protected].

Good day,

I've been trying to get hold of Cellc Legal department for days and [protected] number that you are given by agents does not work. it's permanently off, and when I get transferred from the inside, no one answers the office.

I paid Cellc Contract through their Collections company the sum of R8425. I got a settlement letter, but according to my ITC, I owe Cellc R45 and it's listed as arrears on my profile on my number [protected].

When this was settled I was of the opinion that the amount was for both my contracts, as it was huge amount of money to cancel contracts, because I felt Cellc was charging exorbitantly, whilst I was not even abusing my contract. I still maintain 2 contracts cannot have amassed those amounts.

nevertheless, I now paid the other number [protected]) number R3700 over 2 months, but seems I'm still owing Cellc, and the only people who can explains this is Legal but no one is willing to answer the phone.

I want this contracts cancelled and to ratify my ITC. this has been going on for far too long not getting the answers from Legal, as they do not answer their phone.

I would hold for 40 minutes till i drop the call.
Just because the ITC get affected, I paid all their money, regardless.

my number [protected]

Good Day
Please assist on the following:
A deduction on bank Statement reflex as follows:
GLOCELL SPAP-0026750_[protected]
the Amount R348.00 Per Month.
We would like to cancel the Debit order.
Please send me the Cancellation Form.
Company: Let's Trade 1341 T/A FRASCO
We Spoke to your help desk and they confirm 2 x Cell No:
Connecting with the Debit Order
Cell no: [protected] + [protected]
Please advise via e-mail [protected]@frasconc.co.za Or [protected]@frasconc.co.za
Tel no: [protected] Regards Sandra & Nickie

Dear Cell C Customer care
In April 2017, I upgraded with a brand new IP Tablet from you. Upon the receipt of the device I couldn’t check its functionality because my contract was expiring end of August and had no reason to suspect any misunderstanding between myself and the agent, I discovered that there is problem on 14th July 2017 when I was trying to simswap my simcard at the store, I lodged a complaint to your Cell C headquarters and I didn’t enjoy any positive response, my approach was and still is to review the contract with an intention of accommodating my purpose, being to receive and dial while utilising data.
I am very disappointed and shocked from what happened and I find the situation very irritating. The deal is meant to serve the needs of a client, the sole reason of acquiring the device was to enable me to interact with clients through both phone calls as well as emails, of which device at my disposal can’t .
While I do understand that conversational error could have occurred while deal was being concluded, still I can’t comprehend the fact that the device is not assisting to address my needs and the service provider is more concerned on technicalities rather than the real issue at hand being my needs. This is not the type of service I would have expected from Cell C and its reputation.
I demand replacement of the device, fixing of the problem at hand as well as compensation for the waste of my time and money.
Enclosed with this letter are copies of the registration card and other related documents for your reference. My expectations are high; please don’t disappoint me again.
Awaiting your reply and actions.
Regards
Amos Nkosi
[protected]

My contract was cancelled on the 5th June 2017. I was assured by the Call center agent no money would be debited from my account. I went in store to query any remaining balance I was told that my account/Amount owing was R0 yet R110.00 was debited from my account after being assured by 3 of your employees that no monies would come off my account. I am utterly shocked and disgusted in the way cell c does business

I applied for the r199 contract that comes with a router (As advertised) on 27/06 consultant nonceba mkhonto phoned me and the deal was done. On 29/06 I received only a sim card, as to date 14/07 after numerous emails back and forth, I have not yet received as I was promised to receive the said router this week. I have to send emails and find out what is going on, otherwise they don't bother. I am a new customer and if this is the way they treat their customers, I would rather not start a relationship with them.
To my knowledge this is not customer service! I want this sorted asap as cell c have already debited my personal account, they are quick to take... I want what I applied for a router with a sim card as advertised and promised to me on the 27th (Call recorded)
Please see attached emails I sent to consultant
[protected]

I have a contract with cellc for about a year now. All along they have been debiting monthly from my bank account until last month when I decided to
pay the amount in advance. I phoned customer service first to check if that is allowed and I was given a go ahead. I was then told that a basket will be created whereby if they debit the money will be coming from it. Its been a month since I made the payment and only this I'm being harassed by cellc about my account being in arrears. Surely the mount of R40195.00 that I paid is reflecting on your side.why are your agents not doing their job! I need my line to be unlocked. I need to use my phone peacefully as I have made the payment please ! this is ridiculous

I am aggrieved to see what glocell/cell c is trying to get away with here. – I have attached your spreadsheet, and highlighted the 5 data cost that I will not be paying at that rate.

I have worked out the average of the data cost per kb & mb that excludes the ridiculous data charges of the 5 charges that I am disputing.

For nearly all but/except 5 data charges, I was charged an average of:
R0.[protected] per kb
R2.[protected] per mb

Then on 5 occasions, thet are trying to charge me r168 per mb? This is extortion.

I am will to pay r2.[protected] per mb for the below data, but that is the most! Paying a total per mb of r166.[protected] per mb more, on the 5 entries below, is horrific and and I will not pay that.

I submit to you that you amend my bill immediately please.

[removed]
[removed]

Goodday, I bought a home router by cell c parow in may 2017. ever since then I have been having problems with it. I have probably phoned more than 10 times their call centre everyone promising the same thing. that it will work once I put the phone down which it does for about 5 minutes then I'm just stuck with the same problem all over again. my lte light on my modem keeps going on. when I put the router on it goes blue for 5 minutes then it goes red. I phoned in last month and they told me to update my firmware, which I did. I put the phone down and the light goes red again. tonight one of the technical support members tell me to connect on the internet to the router. I do absolutely everything he says [ this after I spoke to two other consultants who hanged up on me because I asked to speak to a manager or someone higher] I did what he suggested and asked if it still doesn't work am I allowed to cancel he says yes mam but you will pay a cancellation fee? really for a product that is faulty I'm going to pay for? all this and the lte light is once again red. ive been getting billed my full premium per month and am told I will pay a cancellation fee as if its my fault the router does not work. all I want is to cancel this contract

My account nr is AP021068
Dear Sir / Madam,
I phoned my service provider on the 30th off June 2017, asking if i do have roaming since i was leaving for Namibie the weekend. He confirmed to me that i do not have roaming, and will have to fill out a form and sign to get permission. I declined that because the place in Namibie at Stampriet where i went for the week has got internet, and they gave me wifi on there unlimited data at the lodge.
On Thursday the 5th i received a high data usage warning estimated R6178.58 at my work address in South Africa at mail [protected]@mweb.co.za. I realized that there was something terribly wrong and so i also switched my data completely of at that day.I did not understand what was going on because when checking my phones total data usage, i found it to be 275mb of mobile data usage since the 1st off July.Two days later, i received a sms warning stating that i reached my limit in voice, data and sms subscription. The bill was now (after i have switched data off) at R11400. The same day i received another sms stating that my account has been locked.
Back in office on Monday the 10th, i called 0841234 talking to Freddie, he told me that my account was now(even after they blocked it on the R1400, was now on R14000 +.
This is totally unacceptable since: 1)I Did not give permit ion to roaming. 2)Your service at 0841234 confess that i do not have roaming.3)even when my data was completely off, the bill still go's up, showing that your billing system is incorrect 4)This is the most expensive bill for 275mb data!
Please correct this on my account as soon as possible because i do not have this kind off money to pay for a cellphone bill. If i do not here from you and it comes to the end off the month, and this debit order goes off, i will have to reverse it and take this matter further
sincerely
S.W. van der Walt.
[protected]
[protected]
[protected]
[protected]@mweb.co.za

Seriously, just get rid of C- Surance . The most worthless insurance ever. I am disgusted by the level of service from CELL C! Once this fiasco is sorted, I will never, ever, EVER use Cell C again. I will even refuse to make phone calls to CELL C numbers. I will provide all of my friends and family with different SIM cards, specifically, because I don't want to use CELL C in any way! HORRIFIC.

Hi Glocell,
My account number: AP-0016610. I was phoned by a friendly lady that advised me that my costs per month is high with the current contract and that she can make it cheaper for me. I was convinced and seeing that I am a pensioner can do with lowering my mostly costs. To my shock my bill is now R940, 84!
I also did not need a new phone but the lady said that it is included at no additional costs. On my invoice is a handset fee of R87, 72.
This is the problem with telephone marketing in that one cannot oversee the total costs. I am also amazed about the SMS costs R7, 01 per SMS. Think this is outrageous.
Can you please help to get my costs down and not up?
Will appreciate
Frank van der Kooy -[protected]

Good day...my daughter get this phone from you guys in Bethlehem Free State South Africa. After a while she notice that the phone's shape changed. By accident she let it fell and there's a small crack on the screen.

First...didnt you guys have a once off screen recovery policy? And second, the shop here wouldnt take it in to check if the misformed matter is a fabric fault...

Will appreciate it if you can help me.

Thank you very much.
Vicki van Bosch
[protected]@gmail.com

I have a cell phone contract with your company which expires on the 30th July 2017. Since last November 2016 my contracted sim card did not receive any network and I contacted CellC who referred me to your company for a sim- swap because they claimed that the sim cheep was faulty. I called your company which the advised that I buy a new sim card. I did as per the advise and called your office which they took me through the sim swap process and confirmed that the new sim in now ready for use- then I was shocked when I could not receive the contracted airtime and data as per the contract. Then I called your office for assistance and they could not assist me. In that regard, my debit order kept paying for my contract as per usual. This from January 2017 I have been calling your office sending messages to your customer care for assistance- but nothing is happening. Please help.