Cell C where SIM cards don't work

SIM Swap Nightmare with Cell C

I’ve been trying to do a SIM swap with Cell C for days now, and the process has been nothing short of frustrating. As you know, to complete a SIM swap you need to correctly answer 5 out of 7 security questions. I managed to get through that process over a phone call — the agent told me the SIM card would be active in two hours. Two hours passed, still nothing. I tried it on another phone — still nothing. The next day, same story.

In all this time, I didn’t have a number. I’ve had to wait for my daughter to get home from school just to borrow her phone to contact Cell C.

I finally get through again, explain that the SIM card isn’t working, and the agent wants me to redo the questions. I refused, explaining that this should be a recorded call and there should be notes confirming I’ve already done the process. Thankfully, he checked and confirmed it does show that the SIM swap was done successfully. He didn’t make me do the questions again and was incredibly helpful — unfortunately, I didn’t catch his name.

He even called me back after I dropped the call — which really surprised me in a good way. Later, I spoke to a manager named *Nkanyine Thuli*, and I explained everything. I asked: why should I have to go buy another SIM card for R31 (R30 airtime + R1 SIM), just to go through the whole question process *again*?

His response? He *can’t guarantee* I won’t have to redo the questions. He says he can't put anything in the system to make tomorrow’s process easier for me — even though I’ve already followed every instruction.

So what exactly did I do wrong as the customer? Why am I being made to spend more money and jump through hoops for something that should already be done?

At this point, getting a SIM swap from Cell C is harder than getting credit as an unemployed person in South Africa. And now I don’t even have a phone they can contact me on.

If anyone from Cell C wants to resolve this, they’ll need to *email me* *** or call me *on my daughter’s number* *** when she’s back from school.

CELL C for yourself because no one else is checking for you! You’re basically just out here on your own, no service, no help — just vibes and dropped calls and 7 questions ⁉️ Classic Cell C experience!

Cell C — do better.