Incompetance as a Business Strategy

After being with Cell C fibre for 26 months, I noticed that I was paying R1500 per month for my service, while they advertised the same service at R1300 per month. I sent an e-mail requesting the new rate on an "upgrade" and was told that the new rate was for new customers only.

As the same product was available from many providers at a much lower rate, in March 2019, I decided to move to a new provider I sent C Fibre my termination letter to comply with their 30 day notice period and received a confirmation that my contract would be terminated, and that my final day my contract would be 30 April 2019 with R0.00 claw back.

On May 1, instead of terminating my contract, they charged me for an additional month while suspended my fibre connection instead of disconnecting it, effectively preventing me from connecting via another service provider.

On calling their support center, I was informed that connections and disconnections were handles by their accounts department, but that they could not be contacted by phone, so the issue would need to be resolved via e-mail.

It is now my 2nd day without a fibre connection, which I need to run my business, and I find myself having to rely on an e-mail system to resolve an issue which could be resolved by phone in minutes.

From the many reports of disconnection problems and from my own experience, it appears to me that Cell C intentionally uses incompetence as a business strategy; to make it painful for customers to leave, or to squeeze the last drop from customers who wish to leave. Their customer service is reminiscent of a government department with endless transfers which accomplish nothing.

Definitely a company I will not be using in the future under any circumstance.