JG
Janet G
1 reviews | Active since Jul 2011
22 Jun 2022, 15:51
Hidden Costs not specified in contract
I recently upgraded my contract, and now can't make any calls to an 0860 number. I've been told that I need to put money onto my account beforehand, and that these calls will be charged for outside of my contract. My contract does not stipulate that certain numbers are "special" and will be billed separately, nor was I informed of this when signing up for the contract. I do not have a landline, so ensured that my contract would cover all my normal calls. Considering how many companies only operate on 0860 numbers, it is ridiculous that I can't call them. This includes my medical aid. What if I need to get hold of them in an emergency. All national calls should be included in my contract. Cell C are in breach of contract.
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Replies (7)0
Replies (7)
Cell C's replyOfficial
22 Jun 2022, 16:02Hi Janet
As per the terms and conditions of the subscriber agreement,” Inclusive benefits” meaning any voice minutes/SMSs/MMSs/data that is included as part of the agreement and for which no extra charges are owed by you. These benefits are only for local use on local South African networks. You cannot call numbers such as 0800 / 0860 / 0861 with your inclusive minutes.
^PN
As per the terms and conditions of the subscriber agreement,” Inclusive benefits” meaning any voice minutes/SMSs/MMSs/data that is included as part of the agreement and for which no extra charges are owed by you. These benefits are only for local use on local South African networks. You cannot call numbers such as 0800 / 0860 / 0861 with your inclusive minutes.
^PN
Best regards,
Cell C's reply22 Jun 2022, 16:02
Official
Hi Janet
As per the terms and conditions of the subscriber agreement,” Inclusive benefits” meaning any voice minutes/SMSs/MMSs/data that is included as part of the agreement and for which no extra charges are owed by you. These benefits are only for local use on local South African networks. You cannot call numbers such as 0800 / 0860 / 0861 with your inclusive minutes.
^PN
As per the terms and conditions of the subscriber agreement,” Inclusive benefits” meaning any voice minutes/SMSs/MMSs/data that is included as part of the agreement and for which no extra charges are owed by you. These benefits are only for local use on local South African networks. You cannot call numbers such as 0800 / 0860 / 0861 with your inclusive minutes.
^PN
Best regards,
JG
Janet G's updateReviewer Update
22 Jun 2022, 18:47There is nowhere in the document that I saw, signed and received that excludes 0800 / 0860 / 0861 telephone numbers.
Since I am phoning on a local South African network, these should be included.
And what if I need to contact my medical aid in an emergency? Are you telling me "tough - die!"?
I never had a problem on my previous contract. This has only happened since I have gone onto my new upgraded contract?
Is it a matter of cost? At 40c/minute pay-in, why not take the minutes off my inclusive minutes with a multiplication factor?
Kindly provide me with a reference number, as I cannot find any complaints department on your website, and the person I spoke to on the customer "services" number told me that I had to phone the complaints number to register that.
Since I am phoning on a local South African network, these should be included.
And what if I need to contact my medical aid in an emergency? Are you telling me "tough - die!"?
I never had a problem on my previous contract. This has only happened since I have gone onto my new upgraded contract?
Is it a matter of cost? At 40c/minute pay-in, why not take the minutes off my inclusive minutes with a multiplication factor?
Kindly provide me with a reference number, as I cannot find any complaints department on your website, and the person I spoke to on the customer "services" number told me that I had to phone the complaints number to register that.
JG
Janet G's update22 Jun 2022, 18:47
Reviewer Update
There is nowhere in the document that I saw, signed and received that excludes 0800 / 0860 / 0861 telephone numbers.
Since I am phoning on a local South African network, these should be included.
And what if I need to contact my medical aid in an emergency? Are you telling me "tough - die!"?
I never had a problem on my previous contract. This has only happened since I have gone onto my new upgraded contract?
Is it a matter of cost? At 40c/minute pay-in, why not take the minutes off my inclusive minutes with a multiplication factor?
Kindly provide me with a reference number, as I cannot find any complaints department on your website, and the person I spoke to on the customer "services" number told me that I had to phone the complaints number to register that.
Since I am phoning on a local South African network, these should be included.
And what if I need to contact my medical aid in an emergency? Are you telling me "tough - die!"?
I never had a problem on my previous contract. This has only happened since I have gone onto my new upgraded contract?
Is it a matter of cost? At 40c/minute pay-in, why not take the minutes off my inclusive minutes with a multiplication factor?
Kindly provide me with a reference number, as I cannot find any complaints department on your website, and the person I spoke to on the customer "services" number told me that I had to phone the complaints number to register that.
Cell C's replyOfficial
22 Jun 2022, 19:46Please refer to the subscriber agreement for the terms and conditions.
^NT
^NT
Best regards,
Cell C's reply22 Jun 2022, 19:46
Official
Please refer to the subscriber agreement for the terms and conditions.
^NT
^NT
Best regards,
JG
Janet G's updateReviewer Update
23 Jun 2022, 10:53And where do I find the subscriber agreement? I was never given any copy.
Please provide me with a reference number, or an official way to register a complaint.
Please provide me with a reference number, or an official way to register a complaint.
JG
Janet G's update23 Jun 2022, 10:53
Reviewer Update
And where do I find the subscriber agreement? I was never given any copy.
Please provide me with a reference number, or an official way to register a complaint.
Please provide me with a reference number, or an official way to register a complaint.
Cell C's replyOfficial
23 Jun 2022, 17:22You can find the Subscriber Agreement here https://www.cellc.co.za/cellc/subscriber-agreement.
^SM
^SM
Best regards,
Cell C's reply23 Jun 2022, 17:22
Official
You can find the Subscriber Agreement here https://www.cellc.co.za/cellc/subscriber-agreement.
^SM
^SM
Best regards,
JG
Janet G's updateReviewer Update
23 Jun 2022, 19:36I followed the link you provided. It is the agreement that I received. I assumed it was different because you are so sure that this excludes certain calls.
There is nothing in the Subscriber Agreement that excludes calls to numbers with a 0800 / 0860 / 0861 prefix. The inclusive benefits are for local use of South African networks. Since these numbers are on South African networks, they should be included in the benefits, unless specifically excluded - which they are NOT.
As requested previously, provide me with a reference number, or an official way to register a complaint.
There is nothing in the Subscriber Agreement that excludes calls to numbers with a 0800 / 0860 / 0861 prefix. The inclusive benefits are for local use of South African networks. Since these numbers are on South African networks, they should be included in the benefits, unless specifically excluded - which they are NOT.
As requested previously, provide me with a reference number, or an official way to register a complaint.
JG
Janet G's update23 Jun 2022, 19:36
Reviewer Update
I followed the link you provided. It is the agreement that I received. I assumed it was different because you are so sure that this excludes certain calls.
There is nothing in the Subscriber Agreement that excludes calls to numbers with a 0800 / 0860 / 0861 prefix. The inclusive benefits are for local use of South African networks. Since these numbers are on South African networks, they should be included in the benefits, unless specifically excluded - which they are NOT.
As requested previously, provide me with a reference number, or an official way to register a complaint.
There is nothing in the Subscriber Agreement that excludes calls to numbers with a 0800 / 0860 / 0861 prefix. The inclusive benefits are for local use of South African networks. Since these numbers are on South African networks, they should be included in the benefits, unless specifically excluded - which they are NOT.
As requested previously, provide me with a reference number, or an official way to register a complaint.
Cell C's replyOfficial
29 Jun 2022, 15:16Hi Janet
A case was not escalated, there is no reference number. You can use your number as the reference number.
^SM
A case was not escalated, there is no reference number. You can use your number as the reference number.
^SM
Best regards,
Cell C's reply29 Jun 2022, 15:16
Official
Hi Janet
A case was not escalated, there is no reference number. You can use your number as the reference number.
^SM
A case was not escalated, there is no reference number. You can use your number as the reference number.
^SM
Best regards,