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Siyabonga

1 reviews | Active since Oct 2023

16 Jul 2025, 19:37

Poor Service and Unresolved Data Purchase Issue

I purchased data on the 21st of June 2025 via the Cell C app. Although the transaction was successful, the data was never loaded onto my phone. I immediately contacted Cell C customer service to report the issue and was asked to provide proof of payment, which I promptly submitted.

On Monday, 23rd June, a consultant contacted me, and I explained the situation. A reference number was issued. I waited for feedback, but the matter remained unresolved. On Monday, 14th July, I followed up again and was informed that my complaint had been closed without my issue being resolved. I was told that the only way forward was to issue a new reference number, which I refused, asking instead to speak to a supervisor. I was then told that no supervisor was available.

Despite my refusal, I received an SMS confirming that a new reference number had been issued. Today is Wednesday, 16th July, and I still have not received any call or follow-up regarding this matter.

This experience has been frustrating and unacceptable. I am extremely disappointed with the poor communication, lack of accountability, and the failure to resolve a simple issue after nearly a month. I expect Cell C to take urgent action to resolve this matter and improve their customer service processes.

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Replies (3)
Cell C
Cell C's reply16 Jul 2025, 19:51
Official
Dear Siyabonga,

Thank you for reaching out to us.

We apologize for the manner in which this matter was handled and frustration you’ve experienced regarding your data purchase. It’s unacceptable that the issue remains unresolved despite your timely follow-ups and submission of proof of payment. We also apologize for the confusion surrounding the new reference number being issued and the lack of communication thereafter.

Please be assured that we are prioritizing your case and have escalated it to our support team for assistance. One of our consultants will provide a detailed update and ensure that your concern is resolved without further delay.We deeply appreciate your patience and sincerely apologize for the shortcomings in our service. 

Regards,
Cell C | PN

Best regards,

S
Siyabonga's update18 Jul 2025, 20:21
Reviewer Update
Feedback Response: Commendation for Excellent Service I would like to commend Cell C for keeping to their word and promptly resolving my complaint that I lodged via HelloPeter. Within just 5 minutes of posting the complaint, I received a prompt response, and the following day I was personally contacted by Sidwell Mokwena, who handled my issue with professionalism and care. He guided me through the entire process and ensured that my complaint was fully resolved — with the airtime successfully reloaded into my phone. Thank you, Sidwell, and the Cell C team, for your excellent service and for restoring my confidence in your customer support.
Cell C
Cell C's reply18 Jul 2025, 20:32
Official
Dear Siyabonga,

Thank you so much for taking the time to share your experience and commend our team.

We are truly delighted to hear that your query was resolved promptly and that Sidwell provided you with the professional and caring service we strive for. Your feedback is greatly appreciated and will be shared with Sidwell and the rest of our team. It means a great deal to us to know that our efforts made a positive impact. We kindly invite you to rate the service you received by leaving a review via the link sent to you through email and SMS. Your input helps us improve and continue providing the best possible support.

Thank you once again for your trust and for giving us the opportunity to assist. Should you ever need help in the future, we’re just a call or message away.
Kind regards,
Cell C | GN

Best regards,