Cell C
reviews and complaints

Desiree Pillay - UNIQUE CODE: 368135

My booking forms and all necessary documentation were sent to Glocell and TLC on the 3rd November. I was then sent new forms to submit which i have done on the 29.11.2016. I have email confirmation from Sheila Nankervis that my forms were received and submitted. It is not almost 1 month later and i still have not received any feedback or confirmation dates for my booking.
Glocell has the worst service ever and nobody ever answers the call centre or replies to emails. I am not the only frustrated customer.I will never recommend Glocell to anybody!
All i want is my booking confirmation so that i can proceed to plan my trip.
Regards
Desiree
[protected]
[protected]@gmail.com

Sheila Nankervis
Nov 29

to DesPillay, Cruises, glocell2, tsheko.sereme, supriya.singh, me, trevenpillay
Just to confirm, I have submitted your form manually.

Warm Regards,
Sheila Nankervis
Marketing Manager
t [protected]

e Sheila.[protected]@glocell.co.za
www.glocell.co.za

I originally signed a contract for 20 + 20 GB @ R399.00 per month and shortly afterwards upgraded to 30 + 30 GB @ R499.00 per month. I also have a limit of R1.00 set up to avoid additional data charges. I have been debited with R931.80 and R1199.14 by Cell C with absolutely no explanation. When I call the call centre I am told "next month it will be right"! What will be right? I have been in contact with numerous people at Cell C, but to date have had absolutely no response. I want this gross overcharge refunded to me as it is not in line with the contract I signed. In all my years as a cell phone / data user, I have NEVER experienced such bad service from a provider.

Good day,
Following my handsets repairs and the extensive time it took to get it back. I have a few things that I want clarified and addressed.
I handed my lg g4 (Gpcen52672) in for repairs on the 29 september 2016 and finally got it back with a cover and battery on the 9 december 2016, I was kept up to date with the phones progress until the 2 november 2016.
Where after I called and went to the shop to see if my phone was back from repairs on several occasions. I finally had enough with going back and forth with promises that the phone will be there the next day or later the following day and waiting for the shop to call me. And posted a complaint on hellopeter.com I was quickly contacted and as a result got my phone back on the 9 december 2016.
Needless to say on collection I was informed that they could not find my original cover and that they had a (Black leather) one to replace my original (Tan leather one) with. I said that it was fine, but later on further inspection I found that the back cover I was given was in fact a second-hand one. I am very sorry this is unacceptable. This is leather not plastic or metal that I can wipe and clean.
I now wonder and I am unsure of the battery that they have given me with the cover it may not be (And probably isn't) mine as well. Sins I know how I work when charge my phone I feel that if cell c can't find my original accessories. That they should replace it with new ones. Not someone's old or spears that where laying at repairs.
Furthermore I have previously asked that I be credited with 3 months extended guaranty. Before this handset was in ones before for repairs for also a month. I recently heard from 3 employees on different occasions at cell c that the lg g4 is given them a lot of trouble with software. I have lost close to 3 months worth of guaranty because of both repairs and feel that it should be credited to me.
I also feel that in both cases I lost data on my phone (Like documents, pictures and videos and so on) that will never be replaced, I am fine with this sins it is my responsibility to back up this data. But I had to reinstall multiple apps and re-download a lot of stuff to my phone at my cost of internet data. I feel that I should be given some free gigabytes to get my phone back to where it was before the software malfunction after repairs.
It is unfair that you give away data on new contracts and upgrades for just this reason, but don't compensate for when phones fail (Whether it be hardware or software) for the same reason. I mean do you just think we all sit with uncapped internet at our disposal.
I only have a 100mb of data per month so I have to buy a lot of data to get my phone back to where it was before the software malfunctioned.
I hope you will address all the above points this time. I feel very strongly about my cover and battery being replaced at ones. And that I receive a 3 month extended guaranty.
Thank you

I took out a cell c pinnacle 400 contract online. The deal clearly states 400 minutes + 800 bonus. Only 400 minutes were loaded onto my account. I called the call centre on 13/12/2016 and was promised that the matter would be rectified within 24-48 hours. I called after 48 hours, and no one was able to assist, I was told to be patient. On 19/12/2016 I followed up and posted a report on hellopeter. At 16h30 a customer care representative called me to say that cell c needs to listen to the call I made when applying for the contract. I told him that I did not call but applied online via the cellc webiste, he insisted he needs to trace every call made to me on my cell number from cellc. Pathetic service and a breach of contract. No one is willing to resolve this. The worst part is that the 800 bonus minutes do not carry forward, what is the point of them rectifying the issue with a few days of the month to go. How am I expected to use my 800 minutes in a few days?

When taking out a contract with Cell C in September i was assured by the sales person that the airtime that comes with the contract can be used to purchase bundles. I have since found that this isnt possible.

dealing with the Sandton City Cell C store manager is an absolute nightmare. He is aggressive, belligerent and hasn't the most basic customer service ability. i have never experienced a Manager dealing with customers in this way. was not interested in even investigating my issue!

for me this is a blatant issue of mis-selling. i was sold a product and now the product is not able to perform as advertised during the sales process.
Manager refuses to accept that the sales person may have made an error and believes that 100% no error could have occurred. If the product cannot function as sold i believe i am entitled to either have it work as it was sold to me or cancel the contract at no cost to me since i was not at fault

I am due for an upgrade and went to cell c in n1 city a few days before the end of november as one of my friend just got her phone, that's why I wanted the p9 lite hauwei phone, I spoke with mariase, one of the sales agents, I asked him what packages they have on the phone as I am interested in the phone but can only afford a phone between r200 and r250, he said they have a deal on the p9 lite for r250 top up but they don't have stock of the phone. He took down my details and said he will get back to me, I heard nothing from him and neither did he take the time to explain to me that the prices may change, so my mind was on the r250. On the 7th december I decided to go to zevenwacht mall to see if they would be able to assist me. The black lady assisted me and she told me that the phone is available at r279. That I thought was fine it’s not r250 but I can still manage that payment, so I asked her do they have any stock she said they don’t have but by friday they will get stock, the 8th I received a call from them saying they have the phone and I was very happy about that, to my disappointment, the r279 deal no longer existed, they have r329 deal available, so from r250 to r279, to r329 and I was informed that there was nothing that they can do, head office will not assist me on the first amount of r250. So please tell me if I was at the store at the end of november being interested in a phone that was r250, but no stock, go back the 7th -12-16 price change r279 and on the 8th-12-2016 another price change of r329 and was then informed that the r329 price has been in affect from the beginning of december. Do you know how disappointed I was from being excited to being angry and I feel that your people failed to do their jobs properly. The lady who come to assist me failed to introduce herself, I did not know if she was the manager or supervisor, and they had this attitude of we can do nothing and head office will also not do anything to assist me... I am so disgusted by this as it not the first time that I have had this experience with cell c sales people. I no longer want anything to do with cell c I will am so happy that my contract with you end the 16th january 2017. N1 city cell c you guys suck, I will never put my feet in your store again, zevenwacht, you almost made me believe that you are customer orientated, but low and behold, your people are giving you a bad name and the fact that they can so calmly say that head office will do nothing it really says a lot, that even top management don’t have the power to keep their clients happy, that is very sad

I took advantage of a cell phone package that included "A cruise to Nowhere"
I submitted all my relevant detail and was told to book the cruise beginning November. I did as was requested and received an email that stated "Due to the great uptake of this cruise reward, we regret to inform you that we are unable to fulfill any further cruises for 2017. " I replied to the email and to date have not received a reply. I was told that the e mail was a error and that GloCell apologise. I have made countless phone calls to the call center averaging 10 minutes a call with different operators each time as you can never get hold of the person you last spoke to and who was going to return my call. Kevin the supervisor is screened and I have never been able to speak with him despite holding for him. I need to know if my cruise is booked failing which the contract must be cancelled

There has been no network coverage in the Bonaero Park (Kempton Park) area since Friday, 2 December 2016. I have written to Cell C a few times about this issue and have not received a single response as yet. All the other service providers do not seem to be affected, just Cell C. Please could be rectified as soon as possible and provide an explanation for the interruption.

I have 2 contracts with Cellc, my [protected] was due for an upgrade, i went into a Cell C store in Durban and enquired about the upgrade and was told of a special of a R3000 Voucher which is only for a new line for a P9 Lite on a Pinnacle 250 contract, i then paid up my account did a deposit of the remaining balance at Nedbank and went into a Cellc store to cancel that line so as to take a new line. I spent 3hours in store with the consultant getting the line cancelled to take a new line, eventually the no was deactivated and i applied for a new line which was approved, only for the manager to tell the consultant that the P9 Lite does not grant the voucher only the phones in the booklet under that contract are subjected to the voucher. After wasting 3hours of my time in the store which i could have just done an upgrade if i knew that the phone i wanted does not come with the voucher, also know where in the book does it say only the phones in the book are subjected to the voucher and also the consultant for leading me to believe that i would get the voucher. I am disspointed and totally annoyed to have wasted so much 0f my time for no avail. Please explain yourself.

I have got an Android Samsung galaxy and it was bought by boyfriend 10months ago and I have been using it without any problems until since I realised that the same my boyfriend is able to see everything from my phone through his PC. He can see my messages, whatsApp and all other things without my permission. We are not a couple yet its just a relationship,
So please would you assist me stop him doing this or assist me if there is any means to encrypt my phone and all its files so that he can't go through my privacy stuffs anymore? Please for my right of privacy sake help good people, ...

Regarding my LG G4 #GPCEN52672 that's been given in on the 29 September 2016 for repairs and it's 3rd December 2016 and still haven't received my phone back form Cell C.

I have been to the store where I gave in my phone for repairs several times now. The last few weeks has been about my battery and back cover that apparently where left behind at repairs.

This is also not the first time that this headset has been given in for repairs. I feel that between the first time and the second time that this is now close to 3 months and that I have had no use for a phone that I pay for each month.

I Believe that if I encounter this problem again even 3 months after my contract on this phone is up, that it will be replaced sins it seems that I have a faulty phone.

I look forward to a speedy reply.
Regards

I bought a temered glass LG G4 - from the Cell C in Nelspruit Riverside Mall while I was on holiday. When I returned home and opened the package, the glass was cracked.
I live in Johannesburg.
I contacted the Norwood Mall store and they said I must take it back to Nelspruit!
I also called the Cell C direct customer care and was told there is nothing they can do and the call was hung up.

The product was a Superfly tempered glass for R199.

On sunday, 27th nov 16 i went to cell c at the mall of africa to take out a contract for a samsung s7 phone with the pretext of getting a free samsung led 32 tv.. The contract was finalised but cell c had a technical problem so the contract could not be printed. The contact was all done though with anna marie who then confirmed with the samsung representative on duty that i can come in on monday the 28th nov 16 to finalise everything. When i went through on monday to get my free tv finalised there was a problem. Anna marie was unable to log onto the samsung website to finalise the tv. I was then told that i can no longer get the tv because the promotion ended at midnight on sunday the 27th. I am furious because i was there on sunday and it was no fault of mine. What kind of service is this. I have lodged a query with the manager at moa, millicent. I want cellc to sort this issue with samsung asap as my contract is with cellc and their system was down so i should receive my free tv.

I am contacting you on behalf of the South African Nursing Council. We are receiving a statement for account number AP - 0042901. I however need an invoice or information which details the following:
- Type of package / contract
- Mobile number associated with the contract
- SIM Card number
- Contract commencement date
- Contract expiry date
- Monthly contract fee

I have been attempting to contact you at both the numbers appearing on your web site for 2 days but without any success - the phone either rings (for more than 2 minutes), i am either informed i am in a queue and the call is disconnected after a while or i am transferred around the organisation until such time that somebody just disconnects the call.

Please assist in this regard.

Gary Smith
[protected]
[protected]

I requested to cancel my contract in June and was told the las debit order will run in July, to this day it is still not cancelled, I called your call center numerous times and was told they will listen to the call and get and get back to me, I inboxed on Facebook and was told will contaxt you shortly I even wrote o hello peter and nothing seems to work, what must I do to get tbis contract cancelled? The contract number is [protected] which I dont use anymore, you can reach me o [protected]

My house was broken into. My phone BlackBerry Z10 was stolen. Previous contract number was [protected]. I upgraded to a P9lite, gave the BlackBerry to my daughter and used my mum's old pre paid SIM(Mrs /Mr Bradly) in the phone for What's up for my daughter. I am trying to blacklist this phone and no one at cells can help me. I am disgusted by the service. Vodacom helped me straight away with the tablet that was stolen, but cellc are honestly pathetic. Someone out there is now using my daughter's phone after stealing it from my home and nothing can be done to blacklist it because cellc can not help me blacklist the phone! So this thief is rewarded for breaking into my home! I have the box and the details of the phone. EMEI [protected]. Pin 27D901DC.
BT MAC. 70D4F293D3F6.

Surely someone can help me blacklist this phone and stop this thief from selling or using it! If no one bothers to help me I will be taking this further, newspapers and Facebook! My husband C. HISCOCK, has been with cellc for yearS. He has 3 contracts at cellc and we are seriously considering canceling all of them with regards with this service!

Regards
AL.Hiscock
[protected]

In june I entered into a contract with ayanda of cell c for fibre. The condition was that I pay the full amount upfront without a monthly debit order. Account : [protected], invoice [protected]. July statement shows a balance of nil. Cell c is debiting my account with r899pm. Yesterday I contacted customer centre with no success. Apparently ayanda is not with the company.

15 November my phone was stolen, I reported it immediately to Cell C to have the phone line deactivated. Requested the next step in terms of insurance process. The Agent then provided me with the Finrite call center number. 16 November I tried to contact Finrite and it took a ridiculous amount of minutes waiting for someone to pick up, even when I called on the dot 08:00AM. Then I went onto the CellC website and obtained my claim forms myself. I then sent the claim form to Finrite on 17 November. I phoned them again on the 18th of November and I could not get through. I then went into the Cell C store at Zevenwacht to see if someone get help just to get a better understanding of the process when you claim. (This is the first time to claim). The lady there instead informed me that she had no idea how the process works and I should contact the insurance directly…well it is your insurance Cell C. Administrated by Finrite, why is it that your staff do not even know the process works for insurance, yet they are the very same people who sell it to you?

On 21 November I have still not received any form of communication from Cell C insurance Finrite. I then phoned again. Finally after getting through to Jabulile from Finrite who may I say handled the situation swiftly, she then informed me I cannot claim as my account is in arrears. It was then that I sent an inbox to Cell C via Facebook explaining the situation and how unhappy I am with their assistance. I was then asked my cell number so that they can investigate. After a few hours I contacted Finrite again and they told me they can't process my claim because my account is in arrears, I must contact Cell C…REALLY? I did that, then the Agent explained that the person who blocked my line on the 15th of November blocked it with the reason: “arears”. My account was never in arrears and that prevented the insurance from paying out. All because your agent did not focus on what she was doing. I had to ask for statements to prove that my account was current and requested why I don't receive my statements. Then they told me that on their system I am selected to receive my statement via post, but they don't post statements anymore…so my question, if you have my e-mail address and you know you don't post statements why was the e-mail not activated? I sent through the statement to Finrite then they come back and tell me that they can't see that I am covered for insurance…how many back and forth can one person take. I then had to go back to Cell C ask for prove that I paid for my insurance on a statement only then can Finrite help me. Today I phoned Finrite again just to ask for some feedback and twice the phoned dropped. Cell C is still coming back to me…it irks me that should I miss a payment you are so fast to phone, to top it all I already paid my excess for my stolen phone and you guys can't even help me. Sitting with my money and I don't have the phone!

I recently took out a contract with cell c. They looked on the reception map if I do have reception at my house. According to the map I have 3g, 4g and lte reception at home. I experience poor reception at my house and sometimes even no service or only emergency calls can be made. I logged a call with cell c on the 11th of november 2016. They never give feedback and yesterday I contacted them and according to the status, they came to my house and tested the reception/signal and all is fine. This is a lie. There was no one from cell c at my house to test. I work from home and need mobile coverage. I need an answer or have to cancel my contract. Poor service from cell c. Their ads on tv is misleading. Why can’t they supply me with a signal booster? When you contact them - they have incompetent people on their help desk. After logging the complaint on hellopeter, cell c contacted me and asked more detail. They committed themselves to get a technical person to contact me to visit my house and test the signal/reception. According to them, this person will contact me asap. Close to 2 hours later, still no call from cell c.

I have recently taken 4 data contracts with CellC. When I took the 4 data contracts, I was not aware that those contracts are open lines. I only realized when my son told me that he cannot get access to the Internet even though the router was showing that he still has data. I then called CellC to enquire what has happen, that was then I was told it is an open line. Looking at my financial situation, I then requested that my limit be capped to the lowest amount that is available. The lady then told me that it will be kept at R50 which is the lowest limit I can get, meaning that over and above the R99 that I will be paying I can only exceed by R50. I agreed since I have already taken the contracts. What surprised me end of Oct is that I was charged R213 (1 router) and R644, 99 ( 3x routers) instead of R149 and R447 respectively. The last two number are the ones that I know, that I have adjusted my budget to accommodate the extra R50s.

Seeing the different amounts deducted from my account, I called CellC on the 15/11/2016 enquiring about the amount that was charged on my account. Fezeka who is the lady at the call centre that I spoke to after checking what has happened, informed me that my capped limit was increased from R50 to R100 on each of the 4 devises. My next question to her was who authorized that because I should have been contacted. She could not answer instead she said she will escalate my query and someone will call me to advise what happened. Two days passed by without any contact from CellC. Instead I made follow-up on 18/11/2016. Fortunately I got to be served by her again. When she checked she said the case has been closed and I should just know that the credit control has indeed increased my limit. She told me that the message was send to the router. While I was with her on the phone, there was a fire drill happening at the call centre and she promised to call me when she is back because I was not given satisfactory answers. I waited for her call which never came. instead I called again and one lady picked the phone up and said that she will send a message to her to call me. Up until now when I am writing this letter, she has not come back to me. What kind of service is this? I am the one who is paying and feeling the pitch when things are not happening as per plan. What should I expect next time, capped limit increased to R500 and be given just a lousy explanation just because my accounts get paid every month? This is not right and ETHICAL. If someone is desparetly looking for business or sales For his/her performance for the month should look good, can it not be at my expense PLEASE. What has happened on my account is an unauthorized increases That should be addressed by CellC.

Regarding the message that Fezeka spoke about, how will I know that they have send the message to the router when those routers are being used by 4 different people using different networks. For someone who is using the Vodacom and MTN, how does he insert a CellC in the Vodacom/MTN phone which still has warranty to check the message. The least that CellC could have done was to call and ask me whether I want my limit to be increased. Whoever has done this should pay for that difference that has been charged to my account as well as the November month as I did not accept that the limit should be increased.
Your intervention in this matter will be highly appreciated

Regards
Palesa Kwayiba
Mobile: [protected]/ [protected]