MJ
Matthew J
1 reviews | Active since Feb 2013
20 Jun 2019, 10:44
Out-of-Bundle date being charged to airtime!
Totally dishonest business practice. I'm a prepaid customer. Like all prepaid customers, was sent a text on the 28th of February saying ICASA regulations had changed, and airtime could no longer be used for out-of-bundle data. There was an option to press 1 if I wished to change this and allow for airtime to be charged. This clearly implies that if I took no action, when my bundled expired, my airtime would not be used. Recently, my bundle depleted, and I received no sms telling about this. When I looked at my balance, hundreds of rands had been used from my airtime for data. This is totally unacceptable. I am now told I have to change a setting to prevent this from happening. So from implying no action was required on my behalf, I must now change settings. Whats more, I was given no notification of this. This is absolute theft from Cell C. Deliberate and calculated. Disgusting. If I am not refunded every cent of airtime that was used for data after my bundle expired you lose a customer. Very simple.
Helpful (0)
Replies (6)0
Replies (6)
Cell C's replyOfficial
20 Jun 2019, 10:52Good morning Matthew
We will ensure that this matter is sorted. Apologies for the inconvenience caused. One of our team members will contact you and assist.
Regards
DA
We will ensure that this matter is sorted. Apologies for the inconvenience caused. One of our team members will contact you and assist.
Regards
DA
Cell C's reply20 Jun 2019, 10:52
Official
Good morning Matthew
We will ensure that this matter is sorted. Apologies for the inconvenience caused. One of our team members will contact you and assist.
Regards
DA
We will ensure that this matter is sorted. Apologies for the inconvenience caused. One of our team members will contact you and assist.
Regards
DA
MJ
Matthew J's updateReviewer Update
20 Jun 2019, 11:20I now receive the following text: Dear Cell C Customer, did we do a great job resolving your query? If so, please reply 1. If you were merely satisfied, reply 2. If you were not satisfied at all, reply 3. Cell C..... BUT YOU HAVE DONE NOTHING TO RESOLVE THE COMPLAINT!!
MJ
Matthew J's update20 Jun 2019, 11:20
Reviewer Update
I now receive the following text: Dear Cell C Customer, did we do a great job resolving your query? If so, please reply 1. If you were merely satisfied, reply 2. If you were not satisfied at all, reply 3. Cell C..... BUT YOU HAVE DONE NOTHING TO RESOLVE THE COMPLAINT!!
MJ
Matthew J's updateReviewer Update
21 Jun 2019, 09:47Follow up: after posting my complaint on this website, I was contacted by Cell C. However, there was absolutely no help on offer. The service consultant I spoke to merely tried to pass blame onto me, saying I needed to have made setting changes on my phone (*147#) in the spend control mechanism to prevent airtime usage after my data-bundle expired or ran out.
I WAS NEVER INFORMED OF THIS.
All I was told was the following:
I would like to refer to the initial sms message I received from Cell C on the 07 February: As Per new regulations, from 1 March you won't be able to use data without a data bundle. Reply 1 to continue using airtime for out-of-bundle data. Cell C
This sms clearly indicates that one must OPT-IN for out-of-data airtime usage. I did not opt-in for this service. So how can Cell C now turn around and tell me that I, in effect, needed to opt-out by changing settings on my phone (which was never communicated to me before) in order to avoid data usage being charged off my airtime. And which by the way, it totally against the spirit of the ICASA ruling.
I reasonably, like any customer would have, inferred that going forward, if my data bundle expired or ran out, I would be cut off the internet. If I was cut off, I would know to buy more. That assumption is based on what I was told in that sms, as well as other Cell C media statements.
I would like to refer to Cell C's own website media statement on the 13 February: Customers have to opt-in to OOB (out-of-bundle) data charges, if they want their data service to continue when bundles are depleted.
Under new regulations, consumers need to opt-in to OOB data charges in order to stay connected when their data bundles run out.
Again, I NEVER opted-in. Nor was I ever told that Cell C had flip flopped and changes policy.
I was also told by the consultant that it is impossible to calculate the amount of data usage (excluding voice calls and sms) that was drawn against my airtime after my data bundle expired, which I do not believe is true, and was told in store by a Cell C employee is not true.
This is predatory behavior from Cell C, totally shameful and unacceptable. I never received a communication saying I needed to change settings on my phone, had I received this, I would have changed the settings. The only communications I received led me to believe, because this is what Cell C themselves said over multiple platforms, that my data usage would be cut if my data bundle expired. Cell C had no right to take money from airtime.
And nothing is being done about it!
I WAS NEVER INFORMED OF THIS.
All I was told was the following:
I would like to refer to the initial sms message I received from Cell C on the 07 February: As Per new regulations, from 1 March you won't be able to use data without a data bundle. Reply 1 to continue using airtime for out-of-bundle data. Cell C
This sms clearly indicates that one must OPT-IN for out-of-data airtime usage. I did not opt-in for this service. So how can Cell C now turn around and tell me that I, in effect, needed to opt-out by changing settings on my phone (which was never communicated to me before) in order to avoid data usage being charged off my airtime. And which by the way, it totally against the spirit of the ICASA ruling.
I reasonably, like any customer would have, inferred that going forward, if my data bundle expired or ran out, I would be cut off the internet. If I was cut off, I would know to buy more. That assumption is based on what I was told in that sms, as well as other Cell C media statements.
I would like to refer to Cell C's own website media statement on the 13 February: Customers have to opt-in to OOB (out-of-bundle) data charges, if they want their data service to continue when bundles are depleted.
Under new regulations, consumers need to opt-in to OOB data charges in order to stay connected when their data bundles run out.
Again, I NEVER opted-in. Nor was I ever told that Cell C had flip flopped and changes policy.
I was also told by the consultant that it is impossible to calculate the amount of data usage (excluding voice calls and sms) that was drawn against my airtime after my data bundle expired, which I do not believe is true, and was told in store by a Cell C employee is not true.
This is predatory behavior from Cell C, totally shameful and unacceptable. I never received a communication saying I needed to change settings on my phone, had I received this, I would have changed the settings. The only communications I received led me to believe, because this is what Cell C themselves said over multiple platforms, that my data usage would be cut if my data bundle expired. Cell C had no right to take money from airtime.
And nothing is being done about it!
MJ
Matthew J's update21 Jun 2019, 09:47
Reviewer Update
Follow up: after posting my complaint on this website, I was contacted by Cell C. However, there was absolutely no help on offer. The service consultant I spoke to merely tried to pass blame onto me, saying I needed to have made setting changes on my phone (*147#) in the spend control mechanism to prevent airtime usage after my data-bundle expired or ran out.
I WAS NEVER INFORMED OF THIS.
All I was told was the following:
I would like to refer to the initial sms message I received from Cell C on the 07 February: As Per new regulations, from 1 March you won't be able to use data without a data bundle. Reply 1 to continue using airtime for out-of-bundle data. Cell C
This sms clearly indicates that one must OPT-IN for out-of-data airtime usage. I did not opt-in for this service. So how can Cell C now turn around and tell me that I, in effect, needed to opt-out by changing settings on my phone (which was never communicated to me before) in order to avoid data usage being charged off my airtime. And which by the way, it totally against the spirit of the ICASA ruling.
I reasonably, like any customer would have, inferred that going forward, if my data bundle expired or ran out, I would be cut off the internet. If I was cut off, I would know to buy more. That assumption is based on what I was told in that sms, as well as other Cell C media statements.
I would like to refer to Cell C's own website media statement on the 13 February: Customers have to opt-in to OOB (out-of-bundle) data charges, if they want their data service to continue when bundles are depleted.
Under new regulations, consumers need to opt-in to OOB data charges in order to stay connected when their data bundles run out.
Again, I NEVER opted-in. Nor was I ever told that Cell C had flip flopped and changes policy.
I was also told by the consultant that it is impossible to calculate the amount of data usage (excluding voice calls and sms) that was drawn against my airtime after my data bundle expired, which I do not believe is true, and was told in store by a Cell C employee is not true.
This is predatory behavior from Cell C, totally shameful and unacceptable. I never received a communication saying I needed to change settings on my phone, had I received this, I would have changed the settings. The only communications I received led me to believe, because this is what Cell C themselves said over multiple platforms, that my data usage would be cut if my data bundle expired. Cell C had no right to take money from airtime.
And nothing is being done about it!
I WAS NEVER INFORMED OF THIS.
All I was told was the following:
I would like to refer to the initial sms message I received from Cell C on the 07 February: As Per new regulations, from 1 March you won't be able to use data without a data bundle. Reply 1 to continue using airtime for out-of-bundle data. Cell C
This sms clearly indicates that one must OPT-IN for out-of-data airtime usage. I did not opt-in for this service. So how can Cell C now turn around and tell me that I, in effect, needed to opt-out by changing settings on my phone (which was never communicated to me before) in order to avoid data usage being charged off my airtime. And which by the way, it totally against the spirit of the ICASA ruling.
I reasonably, like any customer would have, inferred that going forward, if my data bundle expired or ran out, I would be cut off the internet. If I was cut off, I would know to buy more. That assumption is based on what I was told in that sms, as well as other Cell C media statements.
I would like to refer to Cell C's own website media statement on the 13 February: Customers have to opt-in to OOB (out-of-bundle) data charges, if they want their data service to continue when bundles are depleted.
Under new regulations, consumers need to opt-in to OOB data charges in order to stay connected when their data bundles run out.
Again, I NEVER opted-in. Nor was I ever told that Cell C had flip flopped and changes policy.
I was also told by the consultant that it is impossible to calculate the amount of data usage (excluding voice calls and sms) that was drawn against my airtime after my data bundle expired, which I do not believe is true, and was told in store by a Cell C employee is not true.
This is predatory behavior from Cell C, totally shameful and unacceptable. I never received a communication saying I needed to change settings on my phone, had I received this, I would have changed the settings. The only communications I received led me to believe, because this is what Cell C themselves said over multiple platforms, that my data usage would be cut if my data bundle expired. Cell C had no right to take money from airtime.
And nothing is being done about it!
MJ
Matthew J's updateReviewer Update
21 Jun 2019, 10:02Icasa regulations explained:
From the beginning of March, South Africans have to be warned if they use out-of-bundle data, and they will also be able to roll over data.
These are some of the new rules contained in Independent Communications Authority of South Africa (Icasa)’s end-user and subscriber service charter.
Icasa regulates all South African cellular network providers.
The new rules include that a cellphone provider can't just automatically switch you over to out-of-bundle use - you have to agree to it first. This is to avoid a shock in your bill at the end of the month.
Cellphone providers also have to allow you to roll over unused data before the expiry date and allow you to transfer data to other clients who use the same provider.
From the beginning of March, South Africans have to be warned if they use out-of-bundle data, and they will also be able to roll over data.
These are some of the new rules contained in Independent Communications Authority of South Africa (Icasa)’s end-user and subscriber service charter.
Icasa regulates all South African cellular network providers.
The new rules include that a cellphone provider can't just automatically switch you over to out-of-bundle use - you have to agree to it first. This is to avoid a shock in your bill at the end of the month.
Cellphone providers also have to allow you to roll over unused data before the expiry date and allow you to transfer data to other clients who use the same provider.
MJ
Matthew J's update21 Jun 2019, 10:02
Reviewer Update
Icasa regulations explained:
From the beginning of March, South Africans have to be warned if they use out-of-bundle data, and they will also be able to roll over data.
These are some of the new rules contained in Independent Communications Authority of South Africa (Icasa)’s end-user and subscriber service charter.
Icasa regulates all South African cellular network providers.
The new rules include that a cellphone provider can't just automatically switch you over to out-of-bundle use - you have to agree to it first. This is to avoid a shock in your bill at the end of the month.
Cellphone providers also have to allow you to roll over unused data before the expiry date and allow you to transfer data to other clients who use the same provider.
From the beginning of March, South Africans have to be warned if they use out-of-bundle data, and they will also be able to roll over data.
These are some of the new rules contained in Independent Communications Authority of South Africa (Icasa)’s end-user and subscriber service charter.
Icasa regulates all South African cellular network providers.
The new rules include that a cellphone provider can't just automatically switch you over to out-of-bundle use - you have to agree to it first. This is to avoid a shock in your bill at the end of the month.
Cellphone providers also have to allow you to roll over unused data before the expiry date and allow you to transfer data to other clients who use the same provider.
MJ
Matthew J's updateReviewer Update
21 Jun 2019, 10:06I was also never, at any point, informed out-of-bundle data was being charged against my airtime.
I have only today, after complaining, received these communications. Not much help weeks and days after the fact.
Let's see if Cell C even bother to reply.
I have only today, after complaining, received these communications. Not much help weeks and days after the fact.
Let's see if Cell C even bother to reply.
MJ
Matthew J's update21 Jun 2019, 10:06
Reviewer Update
I was also never, at any point, informed out-of-bundle data was being charged against my airtime.
I have only today, after complaining, received these communications. Not much help weeks and days after the fact.
Let's see if Cell C even bother to reply.
I have only today, after complaining, received these communications. Not much help weeks and days after the fact.
Let's see if Cell C even bother to reply.
MJ
Matthew J's updateReviewer Update
21 Jun 2019, 11:29Icasa's own words:
4.4 Regulation 8B(2) of the Regulations is hereby amended by substitution for the following sub-regulation:
“(2) Where an end-user does not opt-in to out-of-bundle data charge as per regulation 8B(1)(c) above, a Licensee must not permit any out-of-bundle data usage by an end-user until such time that an end-user purchases new data bundles or opt-in to out-of-bundle usage. In the event that an end-user does not make an election, whether to opt-in or opt-out of out of bundle usage, the Licensee may either immediately terminate data services or continue to provide data services, provided that the provision of the service shall be on the same terms and conditions applicable under in-bundle usage.
So at best, you should have charged me at the same rate of cost as the data bundle itself. At best.
4.4 Regulation 8B(2) of the Regulations is hereby amended by substitution for the following sub-regulation:
“(2) Where an end-user does not opt-in to out-of-bundle data charge as per regulation 8B(1)(c) above, a Licensee must not permit any out-of-bundle data usage by an end-user until such time that an end-user purchases new data bundles or opt-in to out-of-bundle usage. In the event that an end-user does not make an election, whether to opt-in or opt-out of out of bundle usage, the Licensee may either immediately terminate data services or continue to provide data services, provided that the provision of the service shall be on the same terms and conditions applicable under in-bundle usage.
So at best, you should have charged me at the same rate of cost as the data bundle itself. At best.
MJ
Matthew J's update21 Jun 2019, 11:29
Reviewer Update
Icasa's own words:
4.4 Regulation 8B(2) of the Regulations is hereby amended by substitution for the following sub-regulation:
“(2) Where an end-user does not opt-in to out-of-bundle data charge as per regulation 8B(1)(c) above, a Licensee must not permit any out-of-bundle data usage by an end-user until such time that an end-user purchases new data bundles or opt-in to out-of-bundle usage. In the event that an end-user does not make an election, whether to opt-in or opt-out of out of bundle usage, the Licensee may either immediately terminate data services or continue to provide data services, provided that the provision of the service shall be on the same terms and conditions applicable under in-bundle usage.
So at best, you should have charged me at the same rate of cost as the data bundle itself. At best.
4.4 Regulation 8B(2) of the Regulations is hereby amended by substitution for the following sub-regulation:
“(2) Where an end-user does not opt-in to out-of-bundle data charge as per regulation 8B(1)(c) above, a Licensee must not permit any out-of-bundle data usage by an end-user until such time that an end-user purchases new data bundles or opt-in to out-of-bundle usage. In the event that an end-user does not make an election, whether to opt-in or opt-out of out of bundle usage, the Licensee may either immediately terminate data services or continue to provide data services, provided that the provision of the service shall be on the same terms and conditions applicable under in-bundle usage.
So at best, you should have charged me at the same rate of cost as the data bundle itself. At best.