Cell C cancellation-counter offer nightmare

S

stepper

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So my 24 month data contract ended last month, so I phoned yesterday to put my 30 day notice.
I was give an 'offer' to continue with my package at a discount on month to month contract.

I agreed to this offer, only for the 'agreement' document sent to me to show the premium/price to be different from the offer and clearly stated 24 months contract.


I called the call center to explain the differences and didn't get a satisfactory answer so I decided to terminate the contract, then the consultant told me this:

  1. I cannot cancel this contract immediately or give a 30 day notice because the contract should at least be a month old
  2. I will be reverted back to my old contract and serve a 30 day cancellation period, which will mean I will pay 2 cancellation penalties

Is this right or even legal?
 
Get the call recording and prove them wrong I guess.
 
Hi stepper

Please PM us your Cell C + contact number and email address.

We will need to listen to the call recordings and provide a solution to this query.

^NS
 
Sounds like typical Cell C behavior to me. Plenty of underhanded tactics. But then again, they're just following in Vodacom's footsteps and taking it a step further.

Misleading the consumer has always been their preferred method of squeezing out every last cent they possibly can.
 
Complain on social media, and they will come running to your rescue. Bunch of money scamming companies.

Goodluck. Hope it goes well with you.
 
Ok, my contract has been sorted am going to get the offer promised and pay the appropriate monthly fee.

Thanks Cell_C.
 
I'm having the same problem although my "contract offer" was only for a year and was done over the phone and without me receiving any paperwork. The year is now apparently finished and, without being contacted by any means to advise me that my contract is expiring (which if not mistaken they are by law compelled to do), my latest statement (dated 01 May) received yesterday (06th) reflects the standard charges without the discounts. I have also been charged for extra 500MB data yet only received 50MB as per the standard 50 package.

When I called yesterday to query I was told that the latest information does not appear on their system and that they could not assist me and that I should call today. I called this morning and spoke to retentions department this morning who put me through to their billing dept to sort out the incorrect charge for the 500MB. Lo and behold I was again told that the latest statement/invoice does not appear on their system and that I should call again tomorrow!!

How is it that I have my latest statement sent by Cell C but yet it does not appear on their system!! How many more times must I waste my time calling them to sort out their mess??

I'm glad you got sorted out Stepper as their retention offer is very reasonable but I think its time for me to do what I wanted to do a year ago and move on.
 
Hi kennym

Please PM your contract details and a number that we can reach you on.

^MP
 
Thank you Cell C rep for sorting out my problem. I am, once again, a satisfied customer.

One should not have to resort to social media though to get issues sorted out. If your staff did their work properly in the first instance when issues are raised, we would not have to resort to this.
 
Last edited:
I jumped the gun

kennym said:
Thank you Cell C rep for sorting out my problem. I am, once again, a satisfied customer.

One should not have to resort to social media though to get issues sorted out. If your staff did their work properly in the first instance when issues are raised, we would not have to resort to this.
Click to expand...

It seems I jumped the gun yesterday when I said that my issue was sorted and that I was once again a happy Cell C customer.

I received an sms at 09:15 yesterday (14/05) said inter-alia "Case No 8051300138 - 500MB has been loaded and a credit of R105,92."

It is now 23,5 hours later and the 500MB is still not reflecting on my account and I doubt that the credit has been passed either!!!
 
Hi Kenny,

I've been through the cell C "incompetents" washer since ~2 weeks now. I'm considering the Ombud's route at this point and plan to include detailing the whole saga on this forum.

But I want to know if you've resolved your issue here before I go onto that route. Can you verify if your matter was fully resolved?

Regards
Ashraf
 
asiv said:
Hi Kenny,

I've been through the cell C "incompetents" washer since ~2 weeks now. I'm considering the Ombud's route at this point and plan to include detailing the whole saga on this forum.

But I want to know if you've resolved your issue here before I go onto that route. Can you verify if your matter was fully resolved?

Regards
Ashraf
Click to expand...

Hi Ashraf

Please PM us your query and contact details. Our team will contact you and assist.

^SM
 
Hi Ashraf
Yes the Cell C Reps sorted me out. Give them a chance to look at your issue - I'm sure they will be able to fix your problem.
Regards
Ken
 
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