Scores reflect the Overall AI Score for each category
Based on recent customer reviews, Cell C is described as a provider where basic account administration repeatedly fails. A recurring theme is debit orders continuing long after cancellation, refunds that never materialise, and adverse credit listings customers say are unwarranted. Customer Service & Support Quality (1.3) rates highest, largely thanks to named social media and escalation agents, yet callers describe conflicting information and complaints resolved only after posting publicly.
Top Strengths:
- •Customer Service & Support Quality: The strongest theme, driven almost entirely by individual people rather than process. Customers repeatedly name Johnny Hlophe, Ntibi Phohlele, Sidwell Mokwena and Busi from the social media and escalation desks as the only staff who take ownership and close cases.
Replied to 100% of negative reviews
Reply time on negative reviews: 48m
TrustIndex
3.5
Ranking
#4
in Mobile Networks
Reply Time
49m
NPS Score
-66
Recommended: Unlikely
Replied to 100% of negative reviews
Reply time on negative reviews: 48m
Nov '25 - Oct '26
Frequently Asked Questions About Cell C
What do customers say about Cell C?
Based on recent customer reviews, Cell C is described as a provider where basic account administration repeatedly fails. A recurring theme is debit orders continuing long after cancellation, refunds that never materialise, and adverse credit listings customers say are unwarranted. Customer Service & Support Quality (1.3) rates highest, largely thanks to named social media and escalation agents, yet callers describe conflicting information and complaints resolved only after posting publicly.
What is Cell C's biggest strength?
Cell C's biggest strength, according to Hellopeter's AI analysis, is Customer Service & Support Quality. The strongest theme, driven almost entirely by individual people rather than process. Customers repeatedly name Johnny Hlophe, Ntibi Phohlele, Sidwell Mokwena and Busi from the social media and escalation desks as the only staff who take ownership and close cases.
What are the most common complaints about Cell C?
The most common complaint about Cell C, based on Hellopeter's AI analysis of recent customer reviews, is Installation, Activation & Setup. SIM swaps dominate the complaints. Customers describe failing security verification despite correct answers, being sent between the call centre and stores, and paying twice for SIM cards. Porting requests are rejected, eSIMs never arrive and approved devices sit out of stock.
How does Cell C compare to other Fibre & Broadband companies?
Cell C scores 1 out of 5 on Hellopeter's AI analysis of service quality in Fibre & Broadband, compared to the Fibre & Broadband industry average of 1.9. Their strongest theme is Customer Service (1.3); their weakest is Communication (0.8). The top AI-rated Fibre & Broadband business on Hellopeter is Atomic Access (4.7). How is the AI Score calculated? →
Is Cell C trustworthy?
Cell C has a TrustIndex of 3.5 out of 10 on Hellopeter, based on 1,173 reviews in the last 12 months. They reply to 100% of negative reviews, typically within 48 min. Hellopeter has tracked Cell C across 48,609 total reviews. How is the TrustIndex calculated? →
Recent reviews (1,173)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your Experience1 reviews | Active since Aug 2015
Poor Cell C network coverage
We have been loyal Cell C customers since 2004, and we are extremely dissatisfied with the ongoing poor network coverage. This is seriously affecting our business operations. Despite reporting the issue to Cell C, no satisfactory resolution has been provided. After 22 years of loyalty, we expect reliable service, accountability, and immediate corrective action. This situation is unacceptable and requires urgent attention. The next call I make will be to stop both me and my wifes contract. I'd rather pay the rest of the amount out in full and get a new service provider
1 reviews | Active since Aug 2015
Poor Cell C network coverage
We have been loyal Cell C customers since 2004, and we are extremely dissatisfied with the ongoing poor network coverage. This is seriously affecting our business operations. Despite reporting the issue to Cell C, no satisfactory resolution has been provided. After 22 years of loyalty, we expect reliable service, accountability, and immediate corrective action. This situation is unacceptable and requires urgent attention. The next call I make will be to stop both me and my wifes contract. I'd rather pay the rest of the amount out in full and get a new service provider
1 reviews | Active since Feb 2014
Very bad service and even a more PATHETIC NETWORK
HI, we many several call to Cell C custmer service and received zero assistance or service. Busi promised on Tuesday evening the a engineer would call us as the issues needs escalation and it was complex. Wednesday morning another call centre agent called us to try and assist with the same process that we tried with the call centre agent for an hour on Tuesday night. I called again and request for a team leader or manager and the call was dropped. This company and network is pathetic ... its very bad ... it should move out of SA. You can contact me on *** because your cellc number is not even working (Pathetic B)
1 reviews | Active since Feb 2014
Very bad service and even a more PATHETIC NETWORK
HI, we many several call to Cell C custmer service and received zero assistance or service. Busi promised on Tuesday evening the a engineer would call us as the issues needs escalation and it was complex. Wednesday morning another call centre agent called us to try and assist with the same process that we tried with the call centre agent for an hour on Tuesday night. I called again and request for a team leader or manager and the call was dropped. This company and network is pathetic ... its very bad ... it should move out of SA. You can contact me on *** because your cellc number is not even working (Pathetic B)
1 reviews | Active since May 2025
Breach of contract and ********** Subscription
FORMAL COMPLAINT: UNAUTHORISED SUBSCRIPTION CHANGE AND MONTHLY DEBIT OF R289 Dear Cell C Customer Service, Good evening. My name is Belina, and I am writing to formally lodge a complaint regarding the unauthorised changes made to my Cell C subscription and the continued deduction of R289 from my bank account every month. On 12 September, I visited Menlyn Mall because I had lost my phone and SIM card and needed a SIM swap. At the time, I was subscribed to a 100GB data package and specifically requested a SIM swap that would retain my existing package and monthly payment. However, the consultant who assisted me persuaded me to accept a different offer and informed me that I needed to authorise several amounts, including R119 for the SIM card, R150 for connecting the service, and R15 for another charge. I was also given paperwork reflecting an amount of R130, which the consultant could not explain to me. I made it clear that I wanted to retain my existing data package and the same monthly arrangement. I did not knowingly agree to have my subscription changed. Despite this, I later discovered that my original package had been changed to SmartData 10GB (5GB Anytime + 5GB Night) TopUp 2023, as confirmed by the SMS notifications I received from Cell C. To make matters worse, Cell C continues to debit R289 from my bank account every month, even though the subscription and data package I am receiving are not what I originally applied for. My data package was changed without my informed consent, and I am now paying for a service that does not meet the terms I understood and agreed to. I am extremely disappointed by this experience because I went to the store only to replace my lost SIM card, not to enter into a different subscription or accept additional charges that were not properly explained to me. I therefore request that Cell C urgently: 1. Investigate the conduct of the consultant who assisted me at Menlyn Mall. 2. Provide me with copies of all contracts, agreements, authorisations and documents allegedly signed or accepted by me. 3. Explain why my original data package was changed without my informed consent. 4. Explain the R289 monthly debit and provide a full breakdown of all charges, subscriptions and any outstanding balances linked to my ***. 5. Restore my original 100GB package and the original agreed terms, if possible, or provide a suitable resolution without imposing additional penalties. 6. Refund any amounts charged as a result of unauthorised services or subscriptions, where applicable. 7. Confirm that no additional contracts, subscriptions or outstanding balances will be held against me without valid authorisation. 8. If the matter cannot be resolved, explain the process for cancelling the disputed subscription or contract without unfair penalties. I cannot continue paying R289 every month for a subscription that I did not knowingly agree to and that does not provide the data package I originally had. I also cannot be held responsible for charges arising from agreements that were not properly explained to me or that I did not knowingly authorise. I have SMS notifications confirming the change to my package, and I can provide these as supporting evidence for my complaint. I request written feedback and a clear resolution within seven days of receiving this complaint. Please escalate this matter to the appropriate complaints department if necessary. I hope Cell C will treat this complaint seriously and resolve the matter fairly and urgently. Kind regards, Bellina
1 reviews | Active since May 2025
Breach of contract and ********** Subscription
FORMAL COMPLAINT: UNAUTHORISED SUBSCRIPTION CHANGE AND MONTHLY DEBIT OF R289 Dear Cell C Customer Service, Good evening. My name is Belina, and I am writing to formally lodge a complaint regarding the unauthorised changes made to my Cell C subscription and the continued deduction of R289 from my bank account every month. On 12 September, I visited Menlyn Mall because I had lost my phone and SIM card and needed a SIM swap. At the time, I was subscribed to a 100GB data package and specifically requested a SIM swap that would retain my existing package and monthly payment. However, the consultant who assisted me persuaded me to accept a different offer and informed me that I needed to authorise several amounts, including R119 for the SIM card, R150 for connecting the service, and R15 for another charge. I was also given paperwork reflecting an amount of R130, which the consultant could not explain to me. I made it clear that I wanted to retain my existing data package and the same monthly arrangement. I did not knowingly agree to have my subscription changed. Despite this, I later discovered that my original package had been changed to SmartData 10GB (5GB Anytime + 5GB Night) TopUp 2023, as confirmed by the SMS notifications I received from Cell C. To make matters worse, Cell C continues to debit R289 from my bank account every month, even though the subscription and data package I am receiving are not what I originally applied for. My data package was changed without my informed consent, and I am now paying for a service that does not meet the terms I understood and agreed to. I am extremely disappointed by this experience because I went to the store only to replace my lost SIM card, not to enter into a different subscription or accept additional charges that were not properly explained to me. I therefore request that Cell C urgently: 1. Investigate the conduct of the consultant who assisted me at Menlyn Mall. 2. Provide me with copies of all contracts, agreements, authorisations and documents allegedly signed or accepted by me. 3. Explain why my original data package was changed without my informed consent. 4. Explain the R289 monthly debit and provide a full breakdown of all charges, subscriptions and any outstanding balances linked to my ***. 5. Restore my original 100GB package and the original agreed terms, if possible, or provide a suitable resolution without imposing additional penalties. 6. Refund any amounts charged as a result of unauthorised services or subscriptions, where applicable. 7. Confirm that no additional contracts, subscriptions or outstanding balances will be held against me without valid authorisation. 8. If the matter cannot be resolved, explain the process for cancelling the disputed subscription or contract without unfair penalties. I cannot continue paying R289 every month for a subscription that I did not knowingly agree to and that does not provide the data package I originally had. I also cannot be held responsible for charges arising from agreements that were not properly explained to me or that I did not knowingly authorise. I have SMS notifications confirming the change to my package, and I can provide these as supporting evidence for my complaint. I request written feedback and a clear resolution within seven days of receiving this complaint. Please escalate this matter to the appropriate complaints department if necessary. I hope Cell C will treat this complaint seriously and resolve the matter fairly and urgently. Kind regards, Bellina
1 reviews | Active since Oct 2026
Paid my contract in full and cancelled on time, The harrassment!
Paid, cancelled on time and unauthorised debit order I paid Cell C in full and cancelled my contract on time. I get SMS: "Notice of Adverse Listing! No pmt received on ur Cell C acc. Pay Today ***" They keep debiting my account without authorisation - R50 and R199 via NuDebt. I have proof of payment and cancellation on time. I want confirmation my account is settled, cancellation accepted, and stop adverse listing & SMS. A Ramphisa ***
1 reviews | Active since Oct 2026
Paid my contract in full and cancelled on time, The harrassment!
Paid, cancelled on time and unauthorised debit order I paid Cell C in full and cancelled my contract on time. I get SMS: "Notice of Adverse Listing! No pmt received on ur Cell C acc. Pay Today ***" They keep debiting my account without authorisation - R50 and R199 via NuDebt. I have proof of payment and cancellation on time. I want confirmation my account is settled, cancellation accepted, and stop adverse listing & SMS. A Ramphisa ***
1 reviews | Active since May 2025
Poor customer service
I've been trying to call to update my banking details however nobody answers. Please can someone get back to me or email me so I can send my proof of account as it is a new bank account that I am switching to for the debit order.
1 reviews | Active since May 2025
Poor customer service
I've been trying to call to update my banking details however nobody answers. Please can someone get back to me or email me so I can send my proof of account as it is a new bank account that I am switching to for the debit order.
1 reviews | Active since Jun 2021
I have top up accounts but my amount that I have to pay keep changing every month
I have top up accounts but my amount that I have to pay keep changing every month. I don't understand. I reported this but it just keeps on happening and they think I am to stupid to notice. How many people do they ***** from?
1 reviews | Active since Jun 2021
I have top up accounts but my amount that I have to pay keep changing every month
I have top up accounts but my amount that I have to pay keep changing every month. I don't understand. I reported this but it just keeps on happening and they think I am to stupid to notice. How many people do they ***** from?