Item: Cell C
Rating: 2
Author: Ronel L

Cell C's replyOfficial

01 Oct 2025, 08:35

Dear Ronel,

Thank you for bringing this to our attention.

We sincerely apologise for the inconvenience and frustration you've experienced while trying to complete your SIM swap.

We understand how important it is to stay connected, and we're truly sorry for the delay in assistance and lack of communication you've encountered. This is not the level of service we aim to provide.

A member of our support team will be reaching out to you shortly to assist with your request and ensure it’s resolved as quickly as possible.

Thank you for your patience, and again, we apologise for the poor experience.

Regards,
Cell C | SM

Best regards,

Cell C's reply01 Oct 2025, 08:35

Official

Dear Ronel,

Thank you for bringing this to our attention.

We sincerely apologise for the inconvenience and frustration you've experienced while trying to complete your SIM swap.

We understand how important it is to stay connected, and we're truly sorry for the delay in assistance and lack of communication you've encountered. This is not the level of service we aim to provide.

A member of our support team will be reaching out to you shortly to assist with your request and ensure it’s resolved as quickly as possible.

Thank you for your patience, and again, we apologise for the poor experience.

Regards,
Cell C | SM

Best regards,

Cell C's replyOfficial

01 Oct 2025, 08:37

Dear Ronel,

Thank you for reaching out to Cell C.

We will gladly assist you with doing a SIM swap. Please note that prepaid SIM swaps are free, while contract SIM swaps cost R50, which will be added to your next bill.

To proceed, you will need to purchase a new, unregistered Cell C SIM card. Please provide the following details so we can assist further:

-Your Cell C cellphone number
-The RICA serial number of the new SIM card
-The date of last usage
-An alternative contact number

Should you be using a device that is eSIM compatible you can purchase an eSIM on our website, please visit explore.cellc.co.za

Regards ,
Cell C | SM

Best regards,

Cell C's reply01 Oct 2025, 08:37

Official

Dear Ronel,

Thank you for reaching out to Cell C.

We will gladly assist you with doing a SIM swap. Please note that prepaid SIM swaps are free, while contract SIM swaps cost R50, which will be added to your next bill.

To proceed, you will need to purchase a new, unregistered Cell C SIM card. Please provide the following details so we can assist further:

-Your Cell C cellphone number
-The RICA serial number of the new SIM card
-The date of last usage
-An alternative contact number

Should you be using a device that is eSIM compatible you can purchase an eSIM on our website, please visit explore.cellc.co.za

Regards ,
Cell C | SM

Best regards,

RL

Ronel L's updateReviewer Update

01 Oct 2025, 08:51

Good day

Cell number: ***
Rica Serial Number: ***
Last date used: Unknown
Alternative number: ***

RL

Ronel L's update01 Oct 2025, 08:51

Reviewer Update

Good day

Cell number: ***
Rica Serial Number: ***
Last date used: Unknown
Alternative number: ***

Cell C's replyOfficial

01 Oct 2025, 09:06

Thank you for the information provided.

Please note that our support team will be reaching out to you for further assistance.

Regards,
Cell C | SM

Best regards,

Cell C's reply01 Oct 2025, 09:06

Official

Thank you for the information provided.

Please note that our support team will be reaching out to you for further assistance.

Regards,
Cell C | SM

Best regards,

RL

Ronel L's updateReviewer Update

01 Oct 2025, 09:08

Thank You!

RL

Ronel L's update01 Oct 2025, 09:08

Reviewer Update

Thank You!

Cell C's replyOfficial

01 Oct 2025, 09:21

You are welcome.

Regards,
Cell C|SM

Best regards,

Cell C's reply01 Oct 2025, 09:21

Official

You are welcome.

Regards,
Cell C|SM

Best regards,

RL

Ronel L's updateReviewer Update

01 Oct 2025, 09:34

Hi

Connie phoned me and I apparently failed Security questions TWICE and have to send the request for the THIRD TIME... NOW I HAVE TO WAIT ANOTHER 24/48 HOURS!!!~!~!THIS IS REDICULOUS... I WILL NOT RENEW MY CONTRACT WITH CELL C!!!!

RL

Ronel L's update01 Oct 2025, 09:34

Reviewer Update

Hi

Connie phoned me and I apparently failed Security questions TWICE and have to send the request for the THIRD TIME... NOW I HAVE TO WAIT ANOTHER 24/48 HOURS!!!~!~!THIS IS REDICULOUS... I WILL NOT RENEW MY CONTRACT WITH CELL C!!!!

Cell C's replyOfficial

01 Oct 2025, 10:02

Dear Ronel,

Thank you for your feedback, and once again, we sincerely apologise for the inconvenience you've experienced.

We understand how frustrating this situation must be, especially given the multiple verification attempts. However, as part of our security protocols, we are currently unable to proceed further until the required 24–48 hour waiting period has passed. This step is necessary to ensure the protection of your account and personal information.

Please rest assured that your concern has been noted, and our team remains committed to resolving this matter as soon as the timeframe allows. We appreciate your patience and understanding during this process.

Regards,
Cell C | SM

Best regards,

Cell C's reply01 Oct 2025, 10:02

Official

Dear Ronel,

Thank you for your feedback, and once again, we sincerely apologise for the inconvenience you've experienced.

We understand how frustrating this situation must be, especially given the multiple verification attempts. However, as part of our security protocols, we are currently unable to proceed further until the required 24–48 hour waiting period has passed. This step is necessary to ensure the protection of your account and personal information.

Please rest assured that your concern has been noted, and our team remains committed to resolving this matter as soon as the timeframe allows. We appreciate your patience and understanding during this process.

Regards,
Cell C | SM

Best regards,

RL

Ronel L's updateReviewer Update

01 Oct 2025, 10:08

I am not patient and I don't understand!!!!!!!!! I answered the questions as it is>>>> I want to make contact with Mr Mendes ASAP!!!!....I am paying my account regularly and timeously...

RL

Ronel L's update01 Oct 2025, 10:08

Reviewer Update

I am not patient and I don't understand!!!!!!!!! I answered the questions as it is>>>> I want to make contact with Mr Mendes ASAP!!!!....I am paying my account regularly and timeously...

Cell C's replyOfficial

01 Oct 2025, 10:43

Dear Ronel L,

Dear Ronel,

Thank you for your message and for being a valued customer.

We understand how important this matter is to you and apologise for the inconvenience caused. However, the 24–48 hour waiting period is a necessary security step to protect your account, and we must adhere to this process to ensure your safety.

Regarding your request to contact Mr. Mendes, we are unable to provide direct contact details. Rest assured, your concerns have been escalated to the appropriate team, and they will be in touch with you as soon as possible to assist further.

Regards,
Cell C | ZM

Best regards,

Cell C's reply01 Oct 2025, 10:43

Official

Dear Ronel L,

Dear Ronel,

Thank you for your message and for being a valued customer.

We understand how important this matter is to you and apologise for the inconvenience caused. However, the 24–48 hour waiting period is a necessary security step to protect your account, and we must adhere to this process to ensure your safety.

Regarding your request to contact Mr. Mendes, we are unable to provide direct contact details. Rest assured, your concerns have been escalated to the appropriate team, and they will be in touch with you as soon as possible to assist further.

Regards,
Cell C | ZM

Best regards,

RL

Ronel L's updateReviewer Update

01 Oct 2025, 10:47

REST ASSURED IF THIS IS NOT SOLVED BY 2 OCTOBER 2025 10.00 AM I WILL AGAIN REPORT THIS MATTER TO HELLO PETER... AND LEAVE A BAD BAD REVIEW...

RL

Ronel L's update01 Oct 2025, 10:47

Reviewer Update

REST ASSURED IF THIS IS NOT SOLVED BY 2 OCTOBER 2025 10.00 AM I WILL AGAIN REPORT THIS MATTER TO HELLO PETER... AND LEAVE A BAD BAD REVIEW...

Cell C's replyOfficial

01 Oct 2025, 11:01

Our support team will be in touch to assist further.

Regards
Cell C | NT

Best regards,

Cell C's reply01 Oct 2025, 11:01

Official

Our support team will be in touch to assist further.

Regards
Cell C | NT

Best regards,

RL

Ronel L's updateReviewer Update

02 Oct 2025, 11:25

Good day

I have submitted the required documentation to do a sim swap telephionically 3 TIMES. Contacted the client service dept at 6.51 PM last night and requested a call from the client service manager, Hloni(not sure if the spelling is correct)? Can somebody who is willing to and able to assist me please contact me...

RL

Ronel L's update02 Oct 2025, 11:25

Reviewer Update

Good day

I have submitted the required documentation to do a sim swap telephionically 3 TIMES. Contacted the client service dept at 6.51 PM last night and requested a call from the client service manager, Hloni(not sure if the spelling is correct)? Can somebody who is willing to and able to assist me please contact me...

Cell C's replyOfficial

02 Oct 2025, 11:35

Dear Ronel,

Thank you for contacting Cell C.

Just to clarify, do you need assistance with completing the SIM swap, or is your request regarding a callback from the Client Service Manager?

Regards,
Cell C | LS

Best regards,

Cell C's reply02 Oct 2025, 11:35

Official

Dear Ronel,

Thank you for contacting Cell C.

Just to clarify, do you need assistance with completing the SIM swap, or is your request regarding a callback from the Client Service Manager?

Regards,
Cell C | LS

Best regards,

RL

Ronel L's updateReviewer Update

02 Oct 2025, 11:51

I want a call from the Client Service Manager, who can assist me with the sim swap, I have send a e-mail for Mr Mendes's attention as well,,, I am not happy at all with the poor service that I am receiving at the moment.

RL

Ronel L's update02 Oct 2025, 11:51

Reviewer Update

I want a call from the Client Service Manager, who can assist me with the sim swap, I have send a e-mail for Mr Mendes's attention as well,,, I am not happy at all with the poor service that I am receiving at the moment.

Cell C's replyOfficial

02 Oct 2025, 12:08

We sincerely apologize for the inconvenience and the poor experience you’ve had so far. We understand how important it is for your SIM swap to be completed promptly.

Kindly be assured that your request for a callback from the Client Service Manager has been noted and escalated. You will be contacted as soon as possible and provided with the necessary assistance.

Regards,
Cell C | LS

Best regards,

Cell C's reply02 Oct 2025, 12:08

Official

We sincerely apologize for the inconvenience and the poor experience you’ve had so far. We understand how important it is for your SIM swap to be completed promptly.

Kindly be assured that your request for a callback from the Client Service Manager has been noted and escalated. You will be contacted as soon as possible and provided with the necessary assistance.

Regards,
Cell C | LS

Best regards,

RL

Ronel L's updateReviewer Update

02 Oct 2025, 14:50

After 4 promises from different agents for a Manager to contact me and all the promises as per your message dated 1AND 2 October 2025. I have not received a call from any Manager. Rotondwa promises me today at 11.25 that Sibusiso will phione me. No call... For some or other bisarre reason the system are unable to authenticate me because I am asked questions that dates back to 2010????

I am desperate..... CAN A COMPETENT WILLING AND ABLE MANAGER PLEASE PLEASE PLEASE ASSIST ME????

RL

Ronel L's update02 Oct 2025, 14:50

Reviewer Update

After 4 promises from different agents for a Manager to contact me and all the promises as per your message dated 1AND 2 October 2025. I have not received a call from any Manager. Rotondwa promises me today at 11.25 that Sibusiso will phione me. No call... For some or other bisarre reason the system are unable to authenticate me because I am asked questions that dates back to 2010????

I am desperate..... CAN A COMPETENT WILLING AND ABLE MANAGER PLEASE PLEASE PLEASE ASSIST ME????

Cell C's replyOfficial

02 Oct 2025, 15:11

We sincerely apologize for the repeated delays and the frustration this has caused. We completely understand your concern and urgency in wanting this matter resolved.

Kindly be assured that your request has been escalated, and our Support Team has notified the relevant Manager to urgently get in touch with you. We regret that your previous expectations were not met, and we will ensure that you are contacted as a priority.

Regards,
Cell C | LS

Best regards,

Cell C's reply02 Oct 2025, 15:11

Official

We sincerely apologize for the repeated delays and the frustration this has caused. We completely understand your concern and urgency in wanting this matter resolved.

Kindly be assured that your request has been escalated, and our Support Team has notified the relevant Manager to urgently get in touch with you. We regret that your previous expectations were not met, and we will ensure that you are contacted as a priority.

Regards,
Cell C | LS

Best regards,

RL

Ronel L's updateReviewer Update

02 Oct 2025, 16:15

Hi

Thanks to Rotondwa's persistence to follow up with me if Sibusiso contacted me, which by the way he have not. POOR SERVICE SIBUSISO..!!!!!You must learn from your colleague!!!! I've received an sms that my Sim Swap's done... Miracles still do happen.. Rotondwa walked the extra mile and she showed me that there are still agents that is willing to assist an irritated and unhappy customer....Well done Rotondwa!!! Please ensure that her Manager(not Sibusiso)is informed of her excellent service!!!!

RL

Ronel L's update02 Oct 2025, 16:15

Reviewer Update

Hi

Thanks to Rotondwa's persistence to follow up with me if Sibusiso contacted me, which by the way he have not. POOR SERVICE SIBUSISO..!!!!!You must learn from your colleague!!!! I've received an sms that my Sim Swap's done... Miracles still do happen.. Rotondwa walked the extra mile and she showed me that there are still agents that is willing to assist an irritated and unhappy customer....Well done Rotondwa!!! Please ensure that her Manager(not Sibusiso)is informed of her excellent service!!!!

Cell C's replyOfficial

02 Oct 2025, 16:28

Thank you for sharing your experience with us. We sincerely apologize once again for the challenges you faced, but we are delighted to hear that Rotondwa went the extra mile to assist you. We truly value her dedication and will make sure her Manager is informed of the excellent service she provided.

Your feedback means a lot, and we will continue working to ensure that all our customers receive the same level of care and support you experienced from Rotondwa.

Regards,
Cell C | LS

Best regards,

Cell C's reply02 Oct 2025, 16:28

Official

Thank you for sharing your experience with us. We sincerely apologize once again for the challenges you faced, but we are delighted to hear that Rotondwa went the extra mile to assist you. We truly value her dedication and will make sure her Manager is informed of the excellent service she provided.

Your feedback means a lot, and we will continue working to ensure that all our customers receive the same level of care and support you experienced from Rotondwa.

Regards,
Cell C | LS

Best regards,

SIM SWAP VIA CUSTOMER SERVICES