I
Imraan
1 reviews | Active since Feb 2022
19 Mar 2025, 12:45
***** after Sim Swap
Complaint:
On 09 March 2024, I was a victim of *******, during which my cellphone was ******. Immediately after the incident, I went to a Cell C store to report the theft and performed a SIM swap to secure my number.
Despite taking the necessary precautions and informing Cell C of the situation, R84 in emergency airtime was deducted from my account on 10 March 2024 at 1:00 PM—AFTER I had already reported the theft and completed the SIM swap.
When I contacted Cell C’s customer support, they initially assured me that the amount would be reimbursed. However, I later received another call stating that the reimbur*****t would not be processed, without any valid explanation.
Why This is Unacceptable: The airtime was used after I reported my phone ****** and swapped my SIM. Cell C first agreed to reimburse me but later refused, which is misleading and unfair. As a customer who acted responsibly and reported the theft immediately, I should not be held liable for *****ulent transactions. My Request to Cell C: I demand that Cell C:
Reimburse the R84 deducted from my account, as this was an unauthorized transaction. Provide a written explanation for the inconsistent handling of my case. Review their security policies to prevent unauthorized deductions after theft reports. If this matter is not resolved promptly, I will escalate my complaint to ICASA and consider further consumer protection actions.
I urge Cell C to honor its commitment to customer service and resolve this issue immediately.
Helpful (0)
Replies (6)0
Replies (6)
Cell C's replyOfficial
19 Mar 2025, 13:00Dear Imraan,
Thank you for reaching out to us regarding your concerns.
We sincerely regret the frustration and inconvenience this situation has caused you. We acknowledge that you reported the theft and completed a SIM swap before the unauthorized airtime deduction occurred, and we understand your concerns regarding the inconsistent feedback you received. Please be assured that we take matters like these seriously. We have escalated the issue for further review, and our team will contact you shortly to assist you further.
If you have any additional details that may help with our investigation, please feel free to share them with us.
Regards,
Cell C | GN
Thank you for reaching out to us regarding your concerns.
We sincerely regret the frustration and inconvenience this situation has caused you. We acknowledge that you reported the theft and completed a SIM swap before the unauthorized airtime deduction occurred, and we understand your concerns regarding the inconsistent feedback you received. Please be assured that we take matters like these seriously. We have escalated the issue for further review, and our team will contact you shortly to assist you further.
If you have any additional details that may help with our investigation, please feel free to share them with us.
Regards,
Cell C | GN
Best regards,
Cell C's reply19 Mar 2025, 13:00
Official
Dear Imraan,
Thank you for reaching out to us regarding your concerns.
We sincerely regret the frustration and inconvenience this situation has caused you. We acknowledge that you reported the theft and completed a SIM swap before the unauthorized airtime deduction occurred, and we understand your concerns regarding the inconsistent feedback you received. Please be assured that we take matters like these seriously. We have escalated the issue for further review, and our team will contact you shortly to assist you further.
If you have any additional details that may help with our investigation, please feel free to share them with us.
Regards,
Cell C | GN
Thank you for reaching out to us regarding your concerns.
We sincerely regret the frustration and inconvenience this situation has caused you. We acknowledge that you reported the theft and completed a SIM swap before the unauthorized airtime deduction occurred, and we understand your concerns regarding the inconsistent feedback you received. Please be assured that we take matters like these seriously. We have escalated the issue for further review, and our team will contact you shortly to assist you further.
If you have any additional details that may help with our investigation, please feel free to share them with us.
Regards,
Cell C | GN
Best regards,
I
Imraan's updateReviewer Update
19 Mar 2025, 17:04I got an apology call from cell c.
But for some reason they refuse to refund the R84 emergency airtime that was taken and data...
They failed to suspend my ****** number in the branch.
Failed to inform me in the branch that the sim should be suspended.
They went straight to the sim swap.
And now they fail to refund the emergency airtime which I had to pay back.... Even though it was purchased after I informed them I was ******.
But for some reason they refuse to refund the R84 emergency airtime that was taken and data...
They failed to suspend my ****** number in the branch.
Failed to inform me in the branch that the sim should be suspended.
They went straight to the sim swap.
And now they fail to refund the emergency airtime which I had to pay back.... Even though it was purchased after I informed them I was ******.
I
Imraan's update19 Mar 2025, 17:04
Reviewer Update
I got an apology call from cell c.
But for some reason they refuse to refund the R84 emergency airtime that was taken and data...
They failed to suspend my ****** number in the branch.
Failed to inform me in the branch that the sim should be suspended.
They went straight to the sim swap.
And now they fail to refund the emergency airtime which I had to pay back.... Even though it was purchased after I informed them I was ******.
But for some reason they refuse to refund the R84 emergency airtime that was taken and data...
They failed to suspend my ****** number in the branch.
Failed to inform me in the branch that the sim should be suspended.
They went straight to the sim swap.
And now they fail to refund the emergency airtime which I had to pay back.... Even though it was purchased after I informed them I was ******.
Cell C's replyOfficial
19 Mar 2025, 17:11 We sincerely apologize for any frustration or inconvenience this situation has caused you. We understand how important this matter is to you, and we regret any miscommunication or service issues you may have experienced.
Unfortunately, we are unable to process a refund for the emergency airtime and data. We do, however, appreciate your feedback and will use it to improve our processes to better serve our customers in the future.
Regards
Cell C | CW
Unfortunately, we are unable to process a refund for the emergency airtime and data. We do, however, appreciate your feedback and will use it to improve our processes to better serve our customers in the future.
Regards
Cell C | CW
Best regards,
Cell C's reply19 Mar 2025, 17:11
Official
We sincerely apologize for any frustration or inconvenience this situation has caused you. We understand how important this matter is to you, and we regret any miscommunication or service issues you may have experienced.
Unfortunately, we are unable to process a refund for the emergency airtime and data. We do, however, appreciate your feedback and will use it to improve our processes to better serve our customers in the future.
Regards
Cell C | CW
Unfortunately, we are unable to process a refund for the emergency airtime and data. We do, however, appreciate your feedback and will use it to improve our processes to better serve our customers in the future.
Regards
Cell C | CW
Best regards,
I
Imraan's updateReviewer Update
19 Mar 2025, 17:48They acknowledge they were wrong to not suspend the number.... They apologised.
But they don't want to refund the airtime and data used after I requested the sim swap.
I'm having to pay for cell c's incompetency.
What good is an apology, if Cell C does not refund the emergency airtime and data taken after I got ****** and after I informed them.
The agent I spoke to knew this case is unjust. What if I had R1000 airtime and 10gb data and it was taken, after I got ****** and after I informed cell c and after the sim swap was done.
Cell c is responding like its my fault the ****** sim was not suspended.
No staff in the n1 city branch informed me about suspending the sim card.
I called into customer service at the branch and informed them of the *******, customer service also did not inform me about suspending it due to theft or even mention it.
It seems their staff are not educated on their processes.
It seems they refuse to take responsibility when they are at fault.
Clearly, if a customer informs them that they were ******, - suspending the sim card woud be the first step in the process for security.... BUT oh no... Cell C's branch staff and customer service line weren't trained well enough to mention this.
Pathetic service. It's putrid. Disgusting. *********.
But they don't want to refund the airtime and data used after I requested the sim swap.
I'm having to pay for cell c's incompetency.
What good is an apology, if Cell C does not refund the emergency airtime and data taken after I got ****** and after I informed them.
The agent I spoke to knew this case is unjust. What if I had R1000 airtime and 10gb data and it was taken, after I got ****** and after I informed cell c and after the sim swap was done.
Cell c is responding like its my fault the ****** sim was not suspended.
No staff in the n1 city branch informed me about suspending the sim card.
I called into customer service at the branch and informed them of the *******, customer service also did not inform me about suspending it due to theft or even mention it.
It seems their staff are not educated on their processes.
It seems they refuse to take responsibility when they are at fault.
Clearly, if a customer informs them that they were ******, - suspending the sim card woud be the first step in the process for security.... BUT oh no... Cell C's branch staff and customer service line weren't trained well enough to mention this.
Pathetic service. It's putrid. Disgusting. *********.
I
Imraan's update19 Mar 2025, 17:48
Reviewer Update
They acknowledge they were wrong to not suspend the number.... They apologised.
But they don't want to refund the airtime and data used after I requested the sim swap.
I'm having to pay for cell c's incompetency.
What good is an apology, if Cell C does not refund the emergency airtime and data taken after I got ****** and after I informed them.
The agent I spoke to knew this case is unjust. What if I had R1000 airtime and 10gb data and it was taken, after I got ****** and after I informed cell c and after the sim swap was done.
Cell c is responding like its my fault the ****** sim was not suspended.
No staff in the n1 city branch informed me about suspending the sim card.
I called into customer service at the branch and informed them of the *******, customer service also did not inform me about suspending it due to theft or even mention it.
It seems their staff are not educated on their processes.
It seems they refuse to take responsibility when they are at fault.
Clearly, if a customer informs them that they were ******, - suspending the sim card woud be the first step in the process for security.... BUT oh no... Cell C's branch staff and customer service line weren't trained well enough to mention this.
Pathetic service. It's putrid. Disgusting. *********.
But they don't want to refund the airtime and data used after I requested the sim swap.
I'm having to pay for cell c's incompetency.
What good is an apology, if Cell C does not refund the emergency airtime and data taken after I got ****** and after I informed them.
The agent I spoke to knew this case is unjust. What if I had R1000 airtime and 10gb data and it was taken, after I got ****** and after I informed cell c and after the sim swap was done.
Cell c is responding like its my fault the ****** sim was not suspended.
No staff in the n1 city branch informed me about suspending the sim card.
I called into customer service at the branch and informed them of the *******, customer service also did not inform me about suspending it due to theft or even mention it.
It seems their staff are not educated on their processes.
It seems they refuse to take responsibility when they are at fault.
Clearly, if a customer informs them that they were ******, - suspending the sim card woud be the first step in the process for security.... BUT oh no... Cell C's branch staff and customer service line weren't trained well enough to mention this.
Pathetic service. It's putrid. Disgusting. *********.
I
Imraan's updateReviewer Update
19 Mar 2025, 17:54Why can't they credit me with the emergency airtime and data?
Let a customer relationship manager contact me
Let a customer relationship manager contact me
I
Imraan's update19 Mar 2025, 17:54
Reviewer Update
Why can't they credit me with the emergency airtime and data?
Let a customer relationship manager contact me
Let a customer relationship manager contact me
Cell C's replyOfficial
19 Mar 2025, 18:17 We sincerely apologize for your experience and understand your frustration regarding this matter. We acknowledge your concerns and appreciate you taking the time to share your feedback with us.
We have escalated your case to the relevant team for further review.
Cell C | CW
We have escalated your case to the relevant team for further review.
Cell C | CW
Best regards,
Cell C's reply19 Mar 2025, 18:17
Official
We sincerely apologize for your experience and understand your frustration regarding this matter. We acknowledge your concerns and appreciate you taking the time to share your feedback with us.
We have escalated your case to the relevant team for further review.
Cell C | CW
We have escalated your case to the relevant team for further review.
Cell C | CW
Best regards,