Not abiding to the new data regulations

Good Day,

Regarding the below complaint,

The new law states the following:

The amended End User and Subscriber Services Charter (EUSSC) Regulations will come into effect on 1 March, which will prevent mobile operators from automatically charging out of bundle data rates for customers who do not opt in to the service, From 1 March, Cell C said it will be turning on the feature that prevents customers from making use of the out-of-bundle (OOB) facility for data, unless they opt into OOB usage.

Cell C warned that customers who don’t opt-in by the deadline may find themselves in a situation where they don’t have access to any data once their data bundle runs out – even if airtime is available or they are on an OPEN CONTRACT,

According to my knowledge and the new data regulations that was implemented on the 01st of March 2019, Cell C stated that they turned on the feature that prevents customers from making use of the out of bundle facility UNLESS they opt into OOB usage, even though they have a open line?????

Your customer didn't opt in for OOB usage so when the 5G(or which ever amount of data was allocated) data was finished the customer was not supposed to have access to any data Once the data bundle ran out,

You gave access to OOB data to the customer and she didn't opt in for it or even request it, you argued that the customer was in fault by not calling in and requesting a limit on the open line, while you knew what you were requesting is not allowed and that you still want to charge the customer, but you failed to abide by the new data regulations, how can Cell C rob their customers??????

Unfair Business Practise I would like to know how is it possible for Cell C to give an open line(new contract) to a customer without informing the customer that the line will be a postpaid contract and not giving an explanation of a postpaid contract to the customer, the customer incurred extra charges without knowing/understanding that the line was an open line, is that the way how Cell C rob customers and making money of their customers by signing them up for open line contracts that they don`t understand, Cell C as the service provider has a duty to explain to the customer the risk of having an open line/postpaid contract, you can`t just tell the customer that she has to dail 140 when she receive the sim cards to set a limit, she had other contracts with Cell C and she was never advised to do that, what changed now???? you as the provider should`ve explained to her that if she doesn`t phone 140 then she will incur extra charges, did Cell C do that???? NO.

Escalate this complaint to the C.E.O of Cell C and you can contact the number that was given to you anytime from 14:00 this week,

If the C.E.O of Cell C doesn`t phone/email the customer then a complaint will be logged every second day in order for people to know what kind of services Cell C give their customers and in order for people to see that Cell C doesn`t care about the complaints of their customers.

Official business reply Good morning Rosemary

Our team will investigate your query and provide you with feedback with the aim of resolving this matter. Regards DA