BC
Beth C
1 reviews | Active since Jul 2009
20 Sept 2023, 06:01
Cell C puts family at risk with inability to fix call, data and SMS issue
Cell C’s shocking customer service and inability to attend to urgent situations has put my family and I at risk over the past two weeks.
The company has disabled my ability to make or receive calls and SMSs or use data for nearly two weeks, owing to an agreed monthly bill limit that was inexplicably reached at the beginning of September (inexplicable, because the device is hardly used without home-based Wifi).
It’s impossible to “log on” to the online portal to fix this, since an OTP is sent via SMS, which I cannot receive. Emails to customer care are eventually answered with the stock response: “we tried to reach (call) you, but unfortunately...”, meaning that the agents clearly don’t read their emails: I cannot receive calls!
My phone is useless when away from the house, as I have no means of communication whatsoever.
It appears that Cell C is either disinterested in my urgent problem, or simply unable to grasp basic logic contained in email complaints.
Helpful (0)
Replies (15)0
Replies (15)
Cell C's replyOfficial
20 Sept 2023, 07:29Good day Beth Cooper
We have received your review regarding your sim card .
We're sorry to hear of the service received from us thus far.
We have checked your number and all services are enabled , please advise on the error you're getting or what's showing on your network icon.
Regards
NH
We have received your review regarding your sim card .
We're sorry to hear of the service received from us thus far.
We have checked your number and all services are enabled , please advise on the error you're getting or what's showing on your network icon.
Regards
NH
Cell C's reply20 Sept 2023, 07:29
Official
Good day Beth Cooper
We have received your review regarding your sim card .
We're sorry to hear of the service received from us thus far.
We have checked your number and all services are enabled , please advise on the error you're getting or what's showing on your network icon.
Regards
NH
We have received your review regarding your sim card .
We're sorry to hear of the service received from us thus far.
We have checked your number and all services are enabled , please advise on the error you're getting or what's showing on your network icon.
Regards
NH
BC
Beth C's updateReviewer Update
20 Sept 2023, 08:15Hi there
The following message was received via SMS on 1 September:
Your Monthly Bill Limit for ***, which includes your Subscription & Value Added Services, is R 401.99. You have R 147.00 Available Spend remaining to use. Your ability to make local & international calls or use international roaming services will be disabled once your limit has been exceeded. You can manage your bill limit by logging onto the portal on www.cellc.co.za or on Mobile App. Cell C
Since 7 September I have had the problem described in my review. Thus, services are not enabled.
The following message was received via SMS on 1 September:
Your Monthly Bill Limit for ***, which includes your Subscription & Value Added Services, is R 401.99. You have R 147.00 Available Spend remaining to use. Your ability to make local & international calls or use international roaming services will be disabled once your limit has been exceeded. You can manage your bill limit by logging onto the portal on www.cellc.co.za or on Mobile App. Cell C
Since 7 September I have had the problem described in my review. Thus, services are not enabled.
BC
Beth C's update20 Sept 2023, 08:15
Reviewer Update
Hi there
The following message was received via SMS on 1 September:
Your Monthly Bill Limit for ***, which includes your Subscription & Value Added Services, is R 401.99. You have R 147.00 Available Spend remaining to use. Your ability to make local & international calls or use international roaming services will be disabled once your limit has been exceeded. You can manage your bill limit by logging onto the portal on www.cellc.co.za or on Mobile App. Cell C
Since 7 September I have had the problem described in my review. Thus, services are not enabled.
The following message was received via SMS on 1 September:
Your Monthly Bill Limit for ***, which includes your Subscription & Value Added Services, is R 401.99. You have R 147.00 Available Spend remaining to use. Your ability to make local & international calls or use international roaming services will be disabled once your limit has been exceeded. You can manage your bill limit by logging onto the portal on www.cellc.co.za or on Mobile App. Cell C
Since 7 September I have had the problem described in my review. Thus, services are not enabled.
BC
Beth C's updateReviewer Update
20 Sept 2023, 08:19Addendum - I have just checked, and I STILL cannot make or receive calls or SMSs, or use data. An “E” appears in the top left hand corner of the device, instead of “3G”, and all attempted SMSs and calls fail.
In addition, your customer service team claim to have tried to call and were “unsuccessful” - obviously they were unsuccessful, because Cell C has disabled use of my phone!
In addition, your customer service team claim to have tried to call and were “unsuccessful” - obviously they were unsuccessful, because Cell C has disabled use of my phone!
BC
Beth C's update20 Sept 2023, 08:19
Reviewer Update
Addendum - I have just checked, and I STILL cannot make or receive calls or SMSs, or use data. An “E” appears in the top left hand corner of the device, instead of “3G”, and all attempted SMSs and calls fail.
In addition, your customer service team claim to have tried to call and were “unsuccessful” - obviously they were unsuccessful, because Cell C has disabled use of my phone!
In addition, your customer service team claim to have tried to call and were “unsuccessful” - obviously they were unsuccessful, because Cell C has disabled use of my phone!
BC
Beth C's updateReviewer Update
20 Sept 2023, 08:21Addendum 2 - attempting to log on to the online portal is also futile, because it requires an OTP sent via SMS to activate - and Cell C has disabled my SMSs.
BC
Beth C's update20 Sept 2023, 08:21
Reviewer Update
Addendum 2 - attempting to log on to the online portal is also futile, because it requires an OTP sent via SMS to activate - and Cell C has disabled my SMSs.
Cell C's replyOfficial
20 Sept 2023, 08:45Please provide the number we can reach you on .
^NH
^NH
Cell C's reply20 Sept 2023, 08:45
Official
Please provide the number we can reach you on .
^NH
^NH
BC
Beth C's updateReviewer Update
20 Sept 2023, 09:54I do not have an alternative number available. As requested several times, will you kindly reply promptly to my emails and fix this urgent situation by re-enabling my services!
Kindly assign a qualified, trained customer service employee to engage with me via email.
Alternatively, make use of Whatsapp and contact me via Wifi calling.
This situation has become ridiculous in the extreme.
Kindly assign a qualified, trained customer service employee to engage with me via email.
Alternatively, make use of Whatsapp and contact me via Wifi calling.
This situation has become ridiculous in the extreme.
BC
Beth C's update20 Sept 2023, 09:54
Reviewer Update
I do not have an alternative number available. As requested several times, will you kindly reply promptly to my emails and fix this urgent situation by re-enabling my services!
Kindly assign a qualified, trained customer service employee to engage with me via email.
Alternatively, make use of Whatsapp and contact me via Wifi calling.
This situation has become ridiculous in the extreme.
Kindly assign a qualified, trained customer service employee to engage with me via email.
Alternatively, make use of Whatsapp and contact me via Wifi calling.
This situation has become ridiculous in the extreme.
Cell C's replyOfficial
20 Sept 2023, 10:48We have referred the matter to the team.
Do expect communication.
^NH
Do expect communication.
^NH
Cell C's reply20 Sept 2023, 10:48
Official
We have referred the matter to the team.
Do expect communication.
^NH
Do expect communication.
^NH
BC
Beth C's updateReviewer Update
21 Sept 2023, 11:34Nearly 1.5 days later, and still no word from Cell C or their customer service department. My phone is still disabled, unable to make or receive calls or SMSs, or use data (all services which I pay for monthly).
Despite assurances above that I would be contacted, this has not happened.
And so, Cell C continues to put my family at risk, with no means of communication when I am on the road or away from my home WiFi signal, or in range of another WiFi signal.
What do you intend to do to resolve this issue?
Despite assurances above that I would be contacted, this has not happened.
And so, Cell C continues to put my family at risk, with no means of communication when I am on the road or away from my home WiFi signal, or in range of another WiFi signal.
What do you intend to do to resolve this issue?
BC
Beth C's update21 Sept 2023, 11:34
Reviewer Update
Nearly 1.5 days later, and still no word from Cell C or their customer service department. My phone is still disabled, unable to make or receive calls or SMSs, or use data (all services which I pay for monthly).
Despite assurances above that I would be contacted, this has not happened.
And so, Cell C continues to put my family at risk, with no means of communication when I am on the road or away from my home WiFi signal, or in range of another WiFi signal.
What do you intend to do to resolve this issue?
Despite assurances above that I would be contacted, this has not happened.
And so, Cell C continues to put my family at risk, with no means of communication when I am on the road or away from my home WiFi signal, or in range of another WiFi signal.
What do you intend to do to resolve this issue?
Cell C's replyOfficial
21 Sept 2023, 11:42Good day Beth Cooper
Thank you for reaching out.
We have noted that you were contacted yesterday and the matter was referred to the network team.
The consultant assisting with your matter will revert once feedback has been made available .
Regards
NH
Thank you for reaching out.
We have noted that you were contacted yesterday and the matter was referred to the network team.
The consultant assisting with your matter will revert once feedback has been made available .
Regards
NH
Cell C's reply21 Sept 2023, 11:42
Official
Good day Beth Cooper
Thank you for reaching out.
We have noted that you were contacted yesterday and the matter was referred to the network team.
The consultant assisting with your matter will revert once feedback has been made available .
Regards
NH
Thank you for reaching out.
We have noted that you were contacted yesterday and the matter was referred to the network team.
The consultant assisting with your matter will revert once feedback has been made available .
Regards
NH
BC
Beth C's updateReviewer Update
21 Sept 2023, 11:48Dear NH. That is incorrect. I was not contacted yesterday. Kindly ask the relevant department for proof of contact.
I only received several automated messages with yet more "reference numbers", and several more with requests for "service feedback".
Please be advised that Cell C has not been in contact. My mobile device is still disabled. I am still unable to make or receive calls or SMSs, or use data, and am therefore blocked from any form of communication when away from WiFi signal.
Nothing has changed since the first email to Cell C two weeks ago.
Cell C is still putting me at risk.
Please advise what further steps one should take to have one's mobile device reactivated to perform the services which one pays for?
I only received several automated messages with yet more "reference numbers", and several more with requests for "service feedback".
Please be advised that Cell C has not been in contact. My mobile device is still disabled. I am still unable to make or receive calls or SMSs, or use data, and am therefore blocked from any form of communication when away from WiFi signal.
Nothing has changed since the first email to Cell C two weeks ago.
Cell C is still putting me at risk.
Please advise what further steps one should take to have one's mobile device reactivated to perform the services which one pays for?
BC
Beth C's update21 Sept 2023, 11:48
Reviewer Update
Dear NH. That is incorrect. I was not contacted yesterday. Kindly ask the relevant department for proof of contact.
I only received several automated messages with yet more "reference numbers", and several more with requests for "service feedback".
Please be advised that Cell C has not been in contact. My mobile device is still disabled. I am still unable to make or receive calls or SMSs, or use data, and am therefore blocked from any form of communication when away from WiFi signal.
Nothing has changed since the first email to Cell C two weeks ago.
Cell C is still putting me at risk.
Please advise what further steps one should take to have one's mobile device reactivated to perform the services which one pays for?
I only received several automated messages with yet more "reference numbers", and several more with requests for "service feedback".
Please be advised that Cell C has not been in contact. My mobile device is still disabled. I am still unable to make or receive calls or SMSs, or use data, and am therefore blocked from any form of communication when away from WiFi signal.
Nothing has changed since the first email to Cell C two weeks ago.
Cell C is still putting me at risk.
Please advise what further steps one should take to have one's mobile device reactivated to perform the services which one pays for?
Cell C's replyOfficial
21 Sept 2023, 11:52We have requested a follow up from the team.
Your matter is already being worked on , do expect communication.
^NH
Your matter is already being worked on , do expect communication.
^NH
Cell C's reply21 Sept 2023, 11:52
Official
We have requested a follow up from the team.
Your matter is already being worked on , do expect communication.
^NH
Your matter is already being worked on , do expect communication.
^NH
BC
Beth C's updateReviewer Update
21 Sept 2023, 12:35Thank-you for your reply. I will begin a time log from this latest communication and continue to update on progress.
The matter has been posted to Twitter (my account, Cell C support, Hello Peter), LinkedIn and Facebook.
It will also be referred to consumer journalist Wendy Knowler by close of business on Friday should the team fail to make contact and resolve this matter - which, as exhaustively stated, is urgent.
The matter has been posted to Twitter (my account, Cell C support, Hello Peter), LinkedIn and Facebook.
It will also be referred to consumer journalist Wendy Knowler by close of business on Friday should the team fail to make contact and resolve this matter - which, as exhaustively stated, is urgent.
BC
Beth C's update21 Sept 2023, 12:35
Reviewer Update
Thank-you for your reply. I will begin a time log from this latest communication and continue to update on progress.
The matter has been posted to Twitter (my account, Cell C support, Hello Peter), LinkedIn and Facebook.
It will also be referred to consumer journalist Wendy Knowler by close of business on Friday should the team fail to make contact and resolve this matter - which, as exhaustively stated, is urgent.
The matter has been posted to Twitter (my account, Cell C support, Hello Peter), LinkedIn and Facebook.
It will also be referred to consumer journalist Wendy Knowler by close of business on Friday should the team fail to make contact and resolve this matter - which, as exhaustively stated, is urgent.
Cell C's replyOfficial
21 Sept 2023, 12:47We apologize for the inconvenience and frustration this has caused you.
You will receive communication once feedback is available from the network tea,.
^NH
You will receive communication once feedback is available from the network tea,.
^NH
Cell C's reply21 Sept 2023, 12:47
Official
We apologize for the inconvenience and frustration this has caused you.
You will receive communication once feedback is available from the network tea,.
^NH
You will receive communication once feedback is available from the network tea,.
^NH
BC
Beth C's updateReviewer Update
21 Sept 2023, 13:07Thank-you for your reply. This goes beyond inconvenience and frustration, as explained. This is a risky situation and will continue until Cell C unblocks my phone and re-enables my services.
Perhaps it might be expedient for the team to consider how they would feel being unable to use their mobile phone while driving JHB's highways at night? Or unable to be reached by their child's school? Or unable to buy data, as the contract phone does not allow data purchases?
The fact that it is taking two weeks to get this resolved - and that Cell C still will expect payment of a monthly bill - is astounding. This should be prioritised and urgently resolved. Not referred to a team member for resolution "once feedback is received".
It does not take much time to analyse a customer's cellular phone contract or profile.
Perhaps it might be expedient for the team to consider how they would feel being unable to use their mobile phone while driving JHB's highways at night? Or unable to be reached by their child's school? Or unable to buy data, as the contract phone does not allow data purchases?
The fact that it is taking two weeks to get this resolved - and that Cell C still will expect payment of a monthly bill - is astounding. This should be prioritised and urgently resolved. Not referred to a team member for resolution "once feedback is received".
It does not take much time to analyse a customer's cellular phone contract or profile.
BC
Beth C's update21 Sept 2023, 13:07
Reviewer Update
Thank-you for your reply. This goes beyond inconvenience and frustration, as explained. This is a risky situation and will continue until Cell C unblocks my phone and re-enables my services.
Perhaps it might be expedient for the team to consider how they would feel being unable to use their mobile phone while driving JHB's highways at night? Or unable to be reached by their child's school? Or unable to buy data, as the contract phone does not allow data purchases?
The fact that it is taking two weeks to get this resolved - and that Cell C still will expect payment of a monthly bill - is astounding. This should be prioritised and urgently resolved. Not referred to a team member for resolution "once feedback is received".
It does not take much time to analyse a customer's cellular phone contract or profile.
Perhaps it might be expedient for the team to consider how they would feel being unable to use their mobile phone while driving JHB's highways at night? Or unable to be reached by their child's school? Or unable to buy data, as the contract phone does not allow data purchases?
The fact that it is taking two weeks to get this resolved - and that Cell C still will expect payment of a monthly bill - is astounding. This should be prioritised and urgently resolved. Not referred to a team member for resolution "once feedback is received".
It does not take much time to analyse a customer's cellular phone contract or profile.
Cell C's replyOfficial
21 Sept 2023, 13:43We apologize for your less-than-satisfactory experience with us, which did not meet our usual customer service standards.
We have emphasized the importance of resolving this matter promptly to our team, and we will contact you with an update soon.
Regards
^MN
Cell C's reply21 Sept 2023, 13:43
Official
We apologize for your less-than-satisfactory experience with us, which did not meet our usual customer service standards.
We have emphasized the importance of resolving this matter promptly to our team, and we will contact you with an update soon.
Regards
^MN