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Rachelle T
1 reviews | Active since Mar 2009
02 Aug 2024, 15:49
Cell C terrible service
I have been with Cell C over 10 years and quite happy, not the best coverage but good price and service. This past year has been a nightmare. They have been phoning me non-stop since Nov/Dec 2023, especially in March/April 2024 where they called me 20 times to force me to upgrade, despite me asking them not to call me. Then I received a bill for May, when my contract was supposed to expire and the phone was paid for, but they charged me more than they did when I was still paying for the phone.
I told them in April and May that I want to go onto prepaid, and they told me I have to wait for my contract to expire - they said I must call 6 June. So I did, and I called on 6 June to cancel my contract and go onto prepaid. They told me I have to give a 1 month notice and I will only go onto prepaid on 6 July. I received no sms on 1 July stating that I have received data or minutes (as I normally did), and on 6 July I get an sms saying I migrated to prepaid. I had an excessive amount of minutes and data that rolled over, as I hardly used this on my contract. Thinking that all was paid I suddenly get a debit order 31 July! I called in and they simply told me that I had to give 1 month notice and 24 days since 1 July they gave me minutes and data. This despite me not using the previous months' data and minutes, having a huge rol*****, and them never sending an sms to say that they are giving me minutes and data on 1 July. The call agent and manager were rude and would not listen to these basic facts and just insisted I pay or else my credit score would be affected. The Manager said despite his agents telling me I can't cancel before the contract expired, that I SHOULD have cancelled before my contract expired. Just shocking *****ulent information. He said I can go to the ombudsman (NCC) if I am not happy and would not assist me to resolve this. Shocking service from cell C first spamming me for months breaking the POPI act, to false information by agents, to billing me on contract from 6 July onwards when I was on a prepaid package! Just unbelievably shocking and against legal rights! How can you be on prepaid and a contract at the same time? Absolutely shocking service and continuous excuses!
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Replies (13)RT
Rachelle T's updateReviewer Update
02 Aug 2024, 19:44Nelisiwe called me back. She acknowledged that I had canceled the contract on 6 June and that my one month notice period ended on the 5 July 2024. She acknowledged that I was no longer on the contract from the 6th of July until the 31st of July 2024. She however refused to accept that from the 6th of July until the 31st of July, when I was not on the contract, that I should not have been billed, or been sent minutes or data for this period. When I told her that I never authorised data or minutes to be added for 6th to 31st July and that this was still on my phone as I never used it, she refused to listen and just kept repeating the same thing over and over, that they had loaded data and minutes for the whole of July, despite the contracted period only having 5 days. She repeated herself for 1 hour and 6 minutes, trying to wear me down into accepting that I should receive minutes and date and pay for it, outside of the contract period. Extremely disappointing. It's a basic tenant of law that you don't get nor pay for something you did not agree to. Nelisiwe was very difficult as she kept speaking over me and pushing arguments, trying to divert from this very basic principle of law. I do feel very sorry for people who are less educated when it comes to this kind of service. They would not stand a chance, as they would just be diverted from the basic legal principle that you should not be given nor charged for something that is outside of your contract, i.e. that you did not agree to receiving or paying for, and had not even used (minutes and data are still on my phone).
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Rachelle T's update02 Aug 2024, 19:44
Reviewer Update
Nelisiwe called me back. She acknowledged that I had canceled the contract on 6 June and that my one month notice period ended on the 5 July 2024. She acknowledged that I was no longer on the contract from the 6th of July until the 31st of July 2024. She however refused to accept that from the 6th of July until the 31st of July, when I was not on the contract, that I should not have been billed, or been sent minutes or data for this period. When I told her that I never authorised data or minutes to be added for 6th to 31st July and that this was still on my phone as I never used it, she refused to listen and just kept repeating the same thing over and over, that they had loaded data and minutes for the whole of July, despite the contracted period only having 5 days. She repeated herself for 1 hour and 6 minutes, trying to wear me down into accepting that I should receive minutes and date and pay for it, outside of the contract period. Extremely disappointing. It's a basic tenant of law that you don't get nor pay for something you did not agree to. Nelisiwe was very difficult as she kept speaking over me and pushing arguments, trying to divert from this very basic principle of law. I do feel very sorry for people who are less educated when it comes to this kind of service. They would not stand a chance, as they would just be diverted from the basic legal principle that you should not be given nor charged for something that is outside of your contract, i.e. that you did not agree to receiving or paying for, and had not even used (minutes and data are still on my phone).
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Rachelle T's updateReviewer Update
05 Aug 2024, 09:02Hi There
Your team already called me 3 times and they keep saying the same thing over and over. I have spent over 2 hours talking to them. Someone from Cell C called me at 7am - this is unacceptable. Please call me during office hours on the cell phone number you have. What kind of company phones someone at 7am before office hours? Please also tell whoever phones to not say the same thing over and over. The issue is that my contract ended 5 July 2024, after your one month notice period from 6 June 2024 when I cancelled it.. yet you continued billing me after 5 July 2024, and without consent or choice, billed me and sent me airtime and data I do not need. When someone joins Cell C on a new contract for example on the 26th of July, you bill them pro rata from 26th July until 31st July, you don't go and bill them from the 1st July to 25th July when they were not on a contract with you. So why do you do this with terminated contracts and that after a one month notice period was served?
Your team already called me 3 times and they keep saying the same thing over and over. I have spent over 2 hours talking to them. Someone from Cell C called me at 7am - this is unacceptable. Please call me during office hours on the cell phone number you have. What kind of company phones someone at 7am before office hours? Please also tell whoever phones to not say the same thing over and over. The issue is that my contract ended 5 July 2024, after your one month notice period from 6 June 2024 when I cancelled it.. yet you continued billing me after 5 July 2024, and without consent or choice, billed me and sent me airtime and data I do not need. When someone joins Cell C on a new contract for example on the 26th of July, you bill them pro rata from 26th July until 31st July, you don't go and bill them from the 1st July to 25th July when they were not on a contract with you. So why do you do this with terminated contracts and that after a one month notice period was served?
RT
Rachelle T's update05 Aug 2024, 09:02
Reviewer Update
Hi There
Your team already called me 3 times and they keep saying the same thing over and over. I have spent over 2 hours talking to them. Someone from Cell C called me at 7am - this is unacceptable. Please call me during office hours on the cell phone number you have. What kind of company phones someone at 7am before office hours? Please also tell whoever phones to not say the same thing over and over. The issue is that my contract ended 5 July 2024, after your one month notice period from 6 June 2024 when I cancelled it.. yet you continued billing me after 5 July 2024, and without consent or choice, billed me and sent me airtime and data I do not need. When someone joins Cell C on a new contract for example on the 26th of July, you bill them pro rata from 26th July until 31st July, you don't go and bill them from the 1st July to 25th July when they were not on a contract with you. So why do you do this with terminated contracts and that after a one month notice period was served?
Your team already called me 3 times and they keep saying the same thing over and over. I have spent over 2 hours talking to them. Someone from Cell C called me at 7am - this is unacceptable. Please call me during office hours on the cell phone number you have. What kind of company phones someone at 7am before office hours? Please also tell whoever phones to not say the same thing over and over. The issue is that my contract ended 5 July 2024, after your one month notice period from 6 June 2024 when I cancelled it.. yet you continued billing me after 5 July 2024, and without consent or choice, billed me and sent me airtime and data I do not need. When someone joins Cell C on a new contract for example on the 26th of July, you bill them pro rata from 26th July until 31st July, you don't go and bill them from the 1st July to 25th July when they were not on a contract with you. So why do you do this with terminated contracts and that after a one month notice period was served?
Cell C's replyOfficial
05 Aug 2024, 10:02We sincerely apologize for the inconvenience and frustration you’ve experienced. Your concerns are valid, and it’s clear that this situation has caused you significant distress. We are committed to resolving this issue promptly and to your satisfaction. support team will reach. Our support team will reach out to you during office hours on the number you provided to discuss the resolution further.
Regards
Cell C | MM
Regards
Cell C | MM
Cell C's reply05 Aug 2024, 10:02
Official
We sincerely apologize for the inconvenience and frustration you’ve experienced. Your concerns are valid, and it’s clear that this situation has caused you significant distress. We are committed to resolving this issue promptly and to your satisfaction. support team will reach. Our support team will reach out to you during office hours on the number you provided to discuss the resolution further.
Regards
Cell C | MM
Regards
Cell C | MM
RT
Rachelle T's updateReviewer Update
05 Aug 2024, 10:32Nelisiwe - *** again called me back, said she listened to the call when I cancelled the contract. She confirmed that the agent did not give me an amount that I would need to pay after my cancellation. Her excuse was that she did not know whether I would add benefits (why would I add benefits when I am cancelling the contract anyway, and why couldn't she give me an amount without benefits - no answer!). She spoke about the end of July, but never mentioned that I would be billed from the 6th July to 31st of July which was outside the cancellation period plus one month notice period, and that I would be billed for 26 days of July while I was no longer on a contract.
She also offered to send me the call recording, and I said, despite the fact that it does not change the matter that I was billed for a period outside of the contract as agreed by them ended 5 July 2024, I said I would like to have the recording anyway. She said she could not send it to me but that I had to go into a store to listen to it and asked which store I can go to. I requested they send it to the V&A Waterfront. She phoned them and said the Waterfront was unable to play the recording. I then requested Canal Walk and she was going to call them to confirm that they can play the recording for me and call me back. However, it is now 30 minutes later and I have not heard back from her.
All this aside, she had confirmed that the agent I cancelled with, never gave me an amount that I would be billed at the end of July and absolutely never told me I would be billed for a period of 26 days while outside of my contract. I should have been billed from 1-5 July (i.e. 1/6th of the contract price, i.e. less than 17% of what they billed me). I was never told otherwise. I have told them that I will not accept this, that they need to update their systems so that the same pro rata system that is app**** to clients starting a contract, is app**** to clients terminating a contract, for the period of the month that is outside of the contract period. This billing is not legal/legitimate!
She also offered to send me the call recording, and I said, despite the fact that it does not change the matter that I was billed for a period outside of the contract as agreed by them ended 5 July 2024, I said I would like to have the recording anyway. She said she could not send it to me but that I had to go into a store to listen to it and asked which store I can go to. I requested they send it to the V&A Waterfront. She phoned them and said the Waterfront was unable to play the recording. I then requested Canal Walk and she was going to call them to confirm that they can play the recording for me and call me back. However, it is now 30 minutes later and I have not heard back from her.
All this aside, she had confirmed that the agent I cancelled with, never gave me an amount that I would be billed at the end of July and absolutely never told me I would be billed for a period of 26 days while outside of my contract. I should have been billed from 1-5 July (i.e. 1/6th of the contract price, i.e. less than 17% of what they billed me). I was never told otherwise. I have told them that I will not accept this, that they need to update their systems so that the same pro rata system that is app**** to clients starting a contract, is app**** to clients terminating a contract, for the period of the month that is outside of the contract period. This billing is not legal/legitimate!
RT
Rachelle T's update05 Aug 2024, 10:32
Reviewer Update
Nelisiwe - *** again called me back, said she listened to the call when I cancelled the contract. She confirmed that the agent did not give me an amount that I would need to pay after my cancellation. Her excuse was that she did not know whether I would add benefits (why would I add benefits when I am cancelling the contract anyway, and why couldn't she give me an amount without benefits - no answer!). She spoke about the end of July, but never mentioned that I would be billed from the 6th July to 31st of July which was outside the cancellation period plus one month notice period, and that I would be billed for 26 days of July while I was no longer on a contract.
She also offered to send me the call recording, and I said, despite the fact that it does not change the matter that I was billed for a period outside of the contract as agreed by them ended 5 July 2024, I said I would like to have the recording anyway. She said she could not send it to me but that I had to go into a store to listen to it and asked which store I can go to. I requested they send it to the V&A Waterfront. She phoned them and said the Waterfront was unable to play the recording. I then requested Canal Walk and she was going to call them to confirm that they can play the recording for me and call me back. However, it is now 30 minutes later and I have not heard back from her.
All this aside, she had confirmed that the agent I cancelled with, never gave me an amount that I would be billed at the end of July and absolutely never told me I would be billed for a period of 26 days while outside of my contract. I should have been billed from 1-5 July (i.e. 1/6th of the contract price, i.e. less than 17% of what they billed me). I was never told otherwise. I have told them that I will not accept this, that they need to update their systems so that the same pro rata system that is app**** to clients starting a contract, is app**** to clients terminating a contract, for the period of the month that is outside of the contract period. This billing is not legal/legitimate!
She also offered to send me the call recording, and I said, despite the fact that it does not change the matter that I was billed for a period outside of the contract as agreed by them ended 5 July 2024, I said I would like to have the recording anyway. She said she could not send it to me but that I had to go into a store to listen to it and asked which store I can go to. I requested they send it to the V&A Waterfront. She phoned them and said the Waterfront was unable to play the recording. I then requested Canal Walk and she was going to call them to confirm that they can play the recording for me and call me back. However, it is now 30 minutes later and I have not heard back from her.
All this aside, she had confirmed that the agent I cancelled with, never gave me an amount that I would be billed at the end of July and absolutely never told me I would be billed for a period of 26 days while outside of my contract. I should have been billed from 1-5 July (i.e. 1/6th of the contract price, i.e. less than 17% of what they billed me). I was never told otherwise. I have told them that I will not accept this, that they need to update their systems so that the same pro rata system that is app**** to clients starting a contract, is app**** to clients terminating a contract, for the period of the month that is outside of the contract period. This billing is not legal/legitimate!
RT
Rachelle T's updateReviewer Update
05 Aug 2024, 12:56Just a quick update, Nelisiwe has contacted me just now to advise that I can go to the V&A Waterfront to listen to the recording. This has no effect however on my main complaint that I am being billed for 26 days outside of the contract period, whereas the Cell C system applies pro rata billing to new contracts (it should apply to both new and cancelled contracts). The level of communication however is significantly better than before.
RT
Rachelle T's update05 Aug 2024, 12:56
Reviewer Update
Just a quick update, Nelisiwe has contacted me just now to advise that I can go to the V&A Waterfront to listen to the recording. This has no effect however on my main complaint that I am being billed for 26 days outside of the contract period, whereas the Cell C system applies pro rata billing to new contracts (it should apply to both new and cancelled contracts). The level of communication however is significantly better than before.
RT
Rachelle T's updateReviewer Update
27 Nov 2024, 15:02Update: Cell C finally corrected the billing, which I had previously just paid via EFT to avoid credit issues. I contacted them requesting the refund since my bill was no showing that Cell C owed me the money they had billed me for incorrectly. Subsequently, they called me on 4 different and separate occasions, each time to ask for another document. First the proof of payment, then for a FICA proof of banking, then for the Bank statement that reflected the EFT I made to pay the incorrect bill. A month later and not replying to my e-mails, I called in again and they called back over a week later, now asking for a bank statement for an old bank account that had nothing to do with the EFT payment I made. There is no justification in law why they would need a bank statement for a bank that I did not make this EFT payment from - it is apparent to me that Cell C, are just asking for a document each time so as not to refund. They do everything to avoid refunding.
RT
Rachelle T's update27 Nov 2024, 15:02
Reviewer Update
Update: Cell C finally corrected the billing, which I had previously just paid via EFT to avoid credit issues. I contacted them requesting the refund since my bill was no showing that Cell C owed me the money they had billed me for incorrectly. Subsequently, they called me on 4 different and separate occasions, each time to ask for another document. First the proof of payment, then for a FICA proof of banking, then for the Bank statement that reflected the EFT I made to pay the incorrect bill. A month later and not replying to my e-mails, I called in again and they called back over a week later, now asking for a bank statement for an old bank account that had nothing to do with the EFT payment I made. There is no justification in law why they would need a bank statement for a bank that I did not make this EFT payment from - it is apparent to me that Cell C, are just asking for a document each time so as not to refund. They do everything to avoid refunding.
Cell C's replyOfficial
27 Nov 2024, 16:18Dear Rachelle Tobias
Thank you for contacting Cell C.
We understand your frustration, and we apologize for the inconvenience this has caused. Unfortunately, our Finance department requires both the bank statement and proof of payment to process the refund.
As it stands, we are still waiting for our Finance department to finalize the refund process. Rest assured, once we receive feedback from them, our team will be in touch with an update.
We appreciate your understanding and continued cooperation.
Regards,
Cell C | TM
Thank you for contacting Cell C.
We understand your frustration, and we apologize for the inconvenience this has caused. Unfortunately, our Finance department requires both the bank statement and proof of payment to process the refund.
As it stands, we are still waiting for our Finance department to finalize the refund process. Rest assured, once we receive feedback from them, our team will be in touch with an update.
We appreciate your understanding and continued cooperation.
Regards,
Cell C | TM
Cell C's reply27 Nov 2024, 16:18
Official
Dear Rachelle Tobias
Thank you for contacting Cell C.
We understand your frustration, and we apologize for the inconvenience this has caused. Unfortunately, our Finance department requires both the bank statement and proof of payment to process the refund.
As it stands, we are still waiting for our Finance department to finalize the refund process. Rest assured, once we receive feedback from them, our team will be in touch with an update.
We appreciate your understanding and continued cooperation.
Regards,
Cell C | TM
Thank you for contacting Cell C.
We understand your frustration, and we apologize for the inconvenience this has caused. Unfortunately, our Finance department requires both the bank statement and proof of payment to process the refund.
As it stands, we are still waiting for our Finance department to finalize the refund process. Rest assured, once we receive feedback from them, our team will be in touch with an update.
We appreciate your understanding and continued cooperation.
Regards,
Cell C | TM
RT
Rachelle T's updateReviewer Update
27 Nov 2024, 16:28Thank you for your reply. As per my message, I have sent both the bank statement reflecting the EFT I have paid to Cell C, and I have also sent the proof of payment several times. The Finance department are asking for a bank statement for a debit order, however I did not pay by debit order, I paid by EFT. I read another review from another client on Hello Peter, and I see that your Finance Department seems to have problems working with EFT payments. Your Finance department needs to fix their problems - there was no debit order applicable, I say again, the refund was for an EFT I made, and I sent you 3 documents for this bank account: (1) the proof of payment, (2) the proof of banking (letter from the bank), (3) the bank statement reflecting the EFT payment I made. There is no debit order applicable here and I don't have access to any other bank account other than the one I sent you, which I requested you pay the refund intoY your Finance Department needs to "get with it" when it comes to EFT payments and stop insisting on debit order procedures.
Kind Regards
Rachelle
Kind Regards
Rachelle
RT
Rachelle T's update27 Nov 2024, 16:28
Reviewer Update
Thank you for your reply. As per my message, I have sent both the bank statement reflecting the EFT I have paid to Cell C, and I have also sent the proof of payment several times. The Finance department are asking for a bank statement for a debit order, however I did not pay by debit order, I paid by EFT. I read another review from another client on Hello Peter, and I see that your Finance Department seems to have problems working with EFT payments. Your Finance department needs to fix their problems - there was no debit order applicable, I say again, the refund was for an EFT I made, and I sent you 3 documents for this bank account: (1) the proof of payment, (2) the proof of banking (letter from the bank), (3) the bank statement reflecting the EFT payment I made. There is no debit order applicable here and I don't have access to any other bank account other than the one I sent you, which I requested you pay the refund intoY your Finance Department needs to "get with it" when it comes to EFT payments and stop insisting on debit order procedures.
Kind Regards
Rachelle
Kind Regards
Rachelle
Cell C's replyOfficial
27 Nov 2024, 16:41Thank you for providing the necessary documentation. We sincerely apologize for the confusion regarding your payment method and for any frustration this has caused.
Please rest assured that we are actively following up with our Finance department to ensure they process your refund correctly. Once we have received feedback from them, our team will be in touch with an update.
Regards,Cell C | TM
Please rest assured that we are actively following up with our Finance department to ensure they process your refund correctly. Once we have received feedback from them, our team will be in touch with an update.
Regards,Cell C | TM
Cell C's reply27 Nov 2024, 16:41
Official
Thank you for providing the necessary documentation. We sincerely apologize for the confusion regarding your payment method and for any frustration this has caused.
Please rest assured that we are actively following up with our Finance department to ensure they process your refund correctly. Once we have received feedback from them, our team will be in touch with an update.
Regards,Cell C | TM
Please rest assured that we are actively following up with our Finance department to ensure they process your refund correctly. Once we have received feedback from them, our team will be in touch with an update.
Regards,Cell C | TM
RT
Rachelle T's updateReviewer Update
05 Dec 2024, 12:30Update: Cell C social media department called today to advise that their Finance Department has sorted out the problem and has authorised the refund, and that I should receive this by 24 December 2024. I will update once received.
RT
Rachelle T's update05 Dec 2024, 12:30
Reviewer Update
Update: Cell C social media department called today to advise that their Finance Department has sorted out the problem and has authorised the refund, and that I should receive this by 24 December 2024. I will update once received.
RT
Rachelle T's updateReviewer Update
06 Dec 2024, 09:02Hi There
I received a refund this morning thanks you. I will now close this case as complete, but please address with your Finance Department that they should not try to debit clients, or demand money from clients, if they are not owed money as it causes great drama. They need to align what is actually owed, with what they demand to avoid this kind of drama.
Many thanks to the social media team which has been excellent, unlike the Finance Department. Thank you for finally resolving this matter.
Kind Regards
Rachelle
I received a refund this morning thanks you. I will now close this case as complete, but please address with your Finance Department that they should not try to debit clients, or demand money from clients, if they are not owed money as it causes great drama. They need to align what is actually owed, with what they demand to avoid this kind of drama.
Many thanks to the social media team which has been excellent, unlike the Finance Department. Thank you for finally resolving this matter.
Kind Regards
Rachelle
RT
Rachelle T's update06 Dec 2024, 09:02
Reviewer Update
Hi There
I received a refund this morning thanks you. I will now close this case as complete, but please address with your Finance Department that they should not try to debit clients, or demand money from clients, if they are not owed money as it causes great drama. They need to align what is actually owed, with what they demand to avoid this kind of drama.
Many thanks to the social media team which has been excellent, unlike the Finance Department. Thank you for finally resolving this matter.
Kind Regards
Rachelle
I received a refund this morning thanks you. I will now close this case as complete, but please address with your Finance Department that they should not try to debit clients, or demand money from clients, if they are not owed money as it causes great drama. They need to align what is actually owed, with what they demand to avoid this kind of drama.
Many thanks to the social media team which has been excellent, unlike the Finance Department. Thank you for finally resolving this matter.
Kind Regards
Rachelle
RT
Rachelle T's updateReviewer Update
06 Dec 2024, 10:37Thank you, I will write a final update once the credit note that the Finance Department sent me, actually reaches my bank account (which the social media department said would be by 24 December 2024).
RT
Rachelle T's update06 Dec 2024, 10:37
Reviewer Update
Thank you, I will write a final update once the credit note that the Finance Department sent me, actually reaches my bank account (which the social media department said would be by 24 December 2024).
RT
Rachelle T's updateReviewer Update
10 Dec 2024, 17:26Hi There
Just to confirm that I received the payment, although it went to my old bank account, however I was able to retrieve it. Thank you to the social media team for resolving this matter with the Finance Department.
Kind Regards
Rachelle
Just to confirm that I received the payment, although it went to my old bank account, however I was able to retrieve it. Thank you to the social media team for resolving this matter with the Finance Department.
Kind Regards
Rachelle
RT
Rachelle T's update10 Dec 2024, 17:26
Reviewer Update
Hi There
Just to confirm that I received the payment, although it went to my old bank account, however I was able to retrieve it. Thank you to the social media team for resolving this matter with the Finance Department.
Kind Regards
Rachelle
Just to confirm that I received the payment, although it went to my old bank account, however I was able to retrieve it. Thank you to the social media team for resolving this matter with the Finance Department.
Kind Regards
Rachelle