CellC refusing to blacklist stolen phone

[Lament]

Okay here is the full story,
Beginning Last year my brother took out a contract at CellC with the Samsung S4, he had the phone a few weeks and managed to lose it, literally the next day he went and bought a new one and took out insurance on the new one.

Last week they stole the other S4, so he called the insurance, the insurance said they need a case number, so he goes to the police station and they tell him he needs to blacklist the phone with the SP first, so he calls CellC and they refuse to blacklist it because he never informed them he put the Sim in a new phone and never blacklisted the previous one.
I don't know but this does not seem fair or right to me?
Has anyone ever had a similar experience or does anyone have some advice?

He still has all the papers and boxes for the phones.

CellC Rep, can you perhaps advice or help?

 

[Cell_C]

Okay here is the full story,
Beginning Last year my brother took out a contract at CellC with the Samsung S4, he had the phone a few weeks and managed to lose it, literally the next day he went and bought a new one and took out insurance on the new one.

Last week they stole the other S4, so he called the insurance, the insurance said they need a case number, so he goes to the police station and they tell him he needs to blacklist the phone with the SP first, so he calls CellC and they refuse to blacklist it because he never informed them he put the Sim in a new phone and never blacklisted the previous one.
I don't know but this does not seem fair or right to me?
Has anyone ever had a similar experience or does anyone have some advice?

He still has all the papers and boxes for the phones.

CellC Rep, can you perhaps advice or help?

Hi Lament, as long as the insured phone was used with the contract number, it shouldn't be a problem. Please PM me the number that was used with the phone and the IMEI number. I will provide the ITC reference, so you can be able to get a case number from the police station. *DM*

 

[Lament]

Hi Lament, as long as the insured phone was used with the contract number, it shouldn't be a problem. Please PM me the number that was used with the phone and the IMEI number. I will provide the ITC reference, so you can be able to get a case number from the police station. *DM*

Thank you very much. i will PM you the details now, your assistance is highly appreciated

 

[irBosOtter]

Nice for getting it sorted... It takes a few days to get a case number to blacklist a phone. It takes the criminals 2 minutes to "un-blacklist" it.... so maybe not worth the troubles in the end. They need to figure out a way to disable phones completely when stolen!

 

[Lament]

Thanks to CellC rep, problem sorted, funny how he did it in a few minutes and over the phone they flat out refused.

Thanks again CellC Rep.

 

[Cell_C]

Thanks to CellC rep, problem sorted, funny how he did it in a few minutes and over the phone the flat out refused.

Thanks again CellC Rep.

Anytime Lament, I'm at your service. *DM*

 

[bokka1]

I have had a similar problem now when I phoned.

My daughter (9) used the phone and it got stolen.

Now they asked me the last dialled numbers and a few other questions and I have no idea, she used it for Whatsapp. I don't think she ever phoned.

I answer everything truthfully and they tell me I failed the security test.

****, now I have to go to a store to answer the same questions. What difference is that going to make?????

Waste of time.

 

[Venomous]

In who's name is the phone rica'd? Have you still got the box?

 

[Cell_C]

I have had a similar problem now when I phoned.

My daughter (9) used the phone and it got stolen.

Now they asked me the last dialled numbers and a few other questions and I have no idea, she used it for Whatsapp. I don't think she ever phoned.

I answer everything truthfully and they tell me I failed the security test.

****, now I have to go to a store to answer the same questions. What difference is that going to make?????

Waste of time.

Hi bokka1

Please PM me handset model, IMEI number and the number that was used with the handset. I will assist with blacklisting the handset.

I'll call you if i need to verify any details.

Regards
Cell C | DM

 

[Sumio]

****, now I have to go to a store to answer the same questions. What difference is that going to make?????

Waste of time.

Why do moan about standard procedure ? You understand that everyone has to stand in the line when booking a license, everyone has to wait in line when buying groceries.

 

[bokka1]

I bit the bullet and went to the Cell C shop and then they wanted the proof of purchase of a phone that is 3 years old. Who keeps that?

They were not helpful at all as this requirement was not part of the telephonic discussion I had with their call centre. Why do you need a proof of purchase when I walk into your store but not when I phone you? It does not make sense.

So off I went to MTN who helped me immediately and printed out the proof of my old contract with the phone on it. I ask MTN if they need proof of purchase to blacklist phones and the lady said no they don't require it.

So back I go to Cell C with my contract in hand and they capture all my details online, they then hand me a form to complete with the exact same details that they just asked me. At this stage I am quite gatvol and just fill in the form without a word.

Whilst I am filling in the form I get an SMS with the ITC number that I require. Why must I complete this form then?

At the end of the day I got the ITC number but it should not be such a schlep.

So out I walk and turn back thinking let me do a sim swap. Sir do you have your proof of address? I say, but the sim number is RICA'd. No this is not for RICA, this is for a simcard. At this stage I just walked out vouching never to set foot in a Cell C store again, my daughter is getting a new phone number.

@Cell C rep: Thanks for the help offer but it is too late, your staff needs better training.

@ Sumio: Go read what I said, nowhere did I say that I mind standing in lines.

 

[cr@zydude]

I bit the bullet and went to the Cell C shop and then they wanted the proof of purchase of a phone that is 3 years old. Who keeps that?

They were not helpful at all as this requirement was not part of the telephonic discussion I had with their call centre. Why do you need a proof of purchase when I walk into your store but not when I phone you? It does not make sense.

So off I went to MTN who helped me immediately and printed out the proof of my old contract with the phone on it. I ask MTN if they need proof of purchase to blacklist phones and the lady said no they don't require it.

So back I go to Cell C with my contract in hand and they capture all my details online, they then hand me a form to complete with the exact same details that they just asked me. At this stage I am quite gatvol and just fill in the form without a word.

Whilst I am filling in the form I get an SMS with the ITC number that I require. Why must I complete this form then?

At the end of the day I got the ITC number but it should not be such a schlep.

So out I walk and turn back thinking let me do a sim swap. Sir do you have your proof of address? I say, but the sim number is RICA'd. No this is not for RICA, this is for a simcard. At this stage I just walked out vouching never to set foot in a Cell C store again, my daughter is getting a new phone number.

@Cell C rep: Thanks for the help offer but it is too late, your staff needs better training.

@ Sumio: Go read what I said, nowhere did I say that I mind standing in lines.

You don't need a new number, rather port the number to a new network.

 

[junior01]

Cell C not being helpful

Here my story:

I gave my son my IPhone 4s a year ago when his phone got broke. Unfortunately this week it got stolen at school.

We contacted Cell C to blacklist the phone but I couldn't answer all the security question since I have no clue which last numbers were called and he doesn't remember either.

I have Imei number but to them this was not good enough.

Please help, how can I proceed?

Thanks,
Junior

 

[Rickster]

Here my story:

I gave my son my IPhone 4s a year ago when his phone got broke. Unfortunately this week it got stolen at school.

We contacted Cell C to blacklist the phone but I couldn't answer all the security question since I have no clue which last numbers were called and he doesn't remember either.

I have Imei number but to them this was not good enough.

Please help, how can I proceed?

Thanks,
Junior

Track the phone via Find my iPhone?

 

[PETERVENTECH]

CELL C REFUSE TO BLACK LIST MY PHONE

My Phone was stolen this afternoon but Cell C say I failed security checks I couldn't answer the following questions

1 When did u last recharge your phone? How am I supposed to know, it is done by online banking & I need to go online to check it. The operator would not wait just said I failed.
2 Give three numbers you use regularly. I gave one number but . Also I live in the UK and only use my Cell C SIM when I come back. I can't think of other two because I use Whatsapp & Zoiper so there will no record of the numbers. I mainly use the phone for email & whatsapp
3.What is your registered address. I gave my residential address and postal address but was told that I failed this question. I cannot think what address is on file unless they made a mistake entering it. My suburb is called Block F but interchangeably Unit F. Maybe I picked the wrong on. I have no other address in South Africa

4.What is your full name, Surely I got this right.
5.What is your ID No. Again How could I get this wrong.

The operator claimed that if you get less than 5 questions out of 9 wrong you fail, but after she claimed I failed the answers she didn't ask the rest of the 9.

So now I can't report to the police or Insurance because of a bloody minded Cell C operator who did not want to help.

 

[Hemi300c]

Cell C insure phones and therefore are a FSP.
I suggest you contact their compliance officer and complain.
Mention TCF (treat the customer fairly) it is a act coming into law and it means just that.
I'm sure you will get a better response.

 

[reactor_sa]

My Phone was stolen this afternoon but Cell C say I failed security checks I couldn't answer the following questions

1 When did u last recharge your phone? How am I supposed to know, it is done by online banking & I need to go online to check it. The operator would not wait just said I failed.
2 Give three numbers you use regularly. I gave one number but . Also I live in the UK and only use my Cell C SIM when I come back. I can't think of other two because I use Whatsapp & Zoiper so there will no record of the numbers. I mainly use the phone for email & whatsapp
3.What is your registered address. I gave my residential address and postal address but was told that I failed this question. I cannot think what address is on file unless they made a mistake entering it. My suburb is called Block F but interchangeably Unit F. Maybe I picked the wrong on. I have no other address in South Africa

4.What is your full name, Surely I got this right.
5.What is your ID No. Again How could I get this wrong.

The operator claimed that if you get less than 5 questions out of 9 wrong you fail, but after she claimed I failed the answers she didn't ask the rest of the 9.

So now I can't report to the police or Insurance because of a bloody minded Cell C operator who did not want to help.

Why don't you do this all in the UK if you are there? Where did you lose the phone, which country?

 

[cavedog]

My Phone was stolen this afternoon but Cell C say I failed security checks I couldn't answer the following questions

1 When did u last recharge your phone? How am I supposed to know, it is done by online banking & I need to go online to check it. The operator would not wait just said I failed.
2 Give three numbers you use regularly. I gave one number but . Also I live in the UK and only use my Cell C SIM when I come back. I can't think of other two because I use Whatsapp & Zoiper so there will no record of the numbers. I mainly use the phone for email & whatsapp
3.What is your registered address. I gave my residential address and postal address but was told that I failed this question. I cannot think what address is on file unless they made a mistake entering it. My suburb is called Block F but interchangeably Unit F. Maybe I picked the wrong on. I have no other address in South Africa

4.What is your full name, Surely I got this right.
5.What is your ID No. Again How could I get this wrong.

The operator claimed that if you get less than 5 questions out of 9 wrong you fail, but after she claimed I failed the answers she didn't ask the rest of the 9.

So now I can't report to the police or Insurance because of a bloody minded Cell C operator who did not want to help.

You are not the only one. My grandmother's phone got stole from a open car door window. We called cellc to blacklist it to claim from the insurance. They also claim the simcard was bought pre ricad with someone elses details.

I know that is a lie because I am a registered rica agent and I personally registered her details correctly with the right details but the agent said sorry it's a pre ricad simcard and therefore we have failed the security checks and now they refuse to blacklist the phone.

They referred me to a Cellc store 70km away to "correctly register" the simcard then they can blacklist it.

Useless. I never had this trouble with MTN when my iPhone 5 was stolen. 173 blacklisted it for me and gave me my itc number over the phone.

 

[Hemi300c]

Time for a new banner - Cell C support crime?

 

[Arthur]

Hold on.

That's not quite accurate.

CellC are trying to establish that you are the lawful owner of the phone. So far you have failed to establish that you are the legal owner. Until you do so, how do they know you are not a baddie falsely reporting a theft and trying to get an enemy's phone blacklisted as stolen?