Deceptive 15c/MB data rate

[recre8]

I'm quite disappointed by CellC's deceptive marketing campaign where out-of-bundle data rates are touted to be the same as in-bundle-rates at 15c/MB. I just received my statement for April for my 99c Straight Up contract with a data usage of 1600MB. I don't contest the amount of data used. But I am unhappy with the tariff at which it was charged.

I was assured when taking out the contract that the out-of-bundle rate will be 15c/MB when the data bundle that is part of the contract is depleted. Now, I realize that I am in fact being charged a tariff of 85c/MB ex VAT (basically R1/MB)

I phoned the call center and was told that it is indeed an incorrect tariff and the issue was escalated. I received a reference number for the call and was told that an agent will contact me.

After browsing around, I found out that I was not the only person caught by the deceptive wording. It turn out that the data bundle bundled with your contract is not in fact a "bundle". The bundle in "out-of-bundle" specifically refers the the bolt-on SmartData data bundles that are purchased at R15/mb, NOT the included SmartData data bundle that is part of your contract benefits.

The unfortunate part is, that this little caveat is NOT mentioned anywhere in the terms and conditions of my contract. It is also NOT mentioned in the press release where CellC announced the 15c/MB data tariffs:

http://www.cellc.co.za/explore/newsroom/cell-c-drops-standard-data-tariff-to-r015-per-mb-for-in-and-out-of-bundle-usage-across-its-data-portfolio

Cell C today announced that as part of its pricing revamp, the company has reduced its standard data rate to R0.15c per MB for in and out-of-bundle usage across its entire mobile data product portfolio.

The new flat rate applies to all prepaid and contract data bundles and packages from 1 August 2012.

So, to all: BEWARE there is always a catch, you must BUY another data bundle to get the lower tariff. I now set up a R7.50 / 50MB per month data bundle so that I can qualify for the 15c out-of-bundle tariff. I welcome CellC's comments on the matter

 

[hambone]

I concur with your sentiments. I signed up for the iPhone deal StraightUp 200 and its comes with another 300MB which I was told would be loaded separately as a recurring data bundle and OOB would be 15c/MB.

This was not the case. Please keep us updated recre8.

 

[recre8]

I made a formal complaint with the ASA regarding deceptive advertising. Will see what happens.

 

[sajunky]

+1 The smallest data bundle works like an insurance.

Where Cell C is advertising straight-up tariff, they say clearly about uniform 99c/m charges across voice and data. When they do advertise bundles, they talk about 15c/m, so I don't think it is a catch. The quoted text is about data bundle.

The catch for contracts with inclusive data. It is called data bundle, but this free data doesn't count the same as a purchased bundle. Are you sure that there is no mention in T&C about your OOB rate? Even is says 99c/MB (or refers to straight-up tariff), I think you have a valid point, it has to be stated clearly in T&C.

 

[recre8]

Are you sure that there is no mention in T&C about your OOB rate? Even is says 99c/MB (or refers to straight-up tariff), I think you have a valid point, it has to be stated clearly in T&C.

I did a cursory search on google and didn't find anything for "cell c 99c mb" except on the 99c For Real Prepaid package where the data tariff is clearly advertised as 99c/MB out-of-bundle

On the equivalent 99c Straight Up Post-Paid page, the only mention is "IN & OUT of bundle rates are the same". I can't find any mention of the data tariff at either 15c or 99c /MB there.

 

[Budza]

So, to all: BEWARE there is always a catch, you must BUY another data bundle to get the lower tariff. I now set up a R7.50 / 50MB per month data bundle so that I can qualify for the 15c out-of-bundle tariff. I welcome CellC's comments on the matter

What contract are you on?

I can confirm on the Casual Chat 100 that the 15c/MB applies after the included data bundle has been used up.

Of course, this being CellC, you may experience different results for the same account...

What's more, with my account I was informed that were I to purchase a R7.50 'insurance' bundle, this would replace my existing bundle (300MB). Go figure

 

[Boris Becker]

Well if the OP is correct, not even Cell C employees know this. When I signed up a straight up 200 a few months ago I asked the cell c store guy what was the out of bundle data cost. He said it is 15c/mb. I even asked him do you have load an additional bundle like prepaid for that rate and he said no.

This is total BS from Cell C. Crap network, deceptive advertising, what's next?

Cell C, Stop Knott-Craiging us

 

[sajunky]

the only mention is "IN & OUT of bundle rates are the same". I can't find any mention of the data tariff at either 15c or 99c /MB there.

Correct. And from straight-up contracts T&C downloaded from http://www.cellc.co.za/terms-and-conditions:

1.5 All Packages include the following in-bundle benefits: minutes, SMSs and data, for national usage only to be used any time and on any network.
[...]
1.8 If a customer makes any national calls, sends SMSs or uses data, such calls, SMSs and
data will be deducted from the included benefits first, until depleted. Thereafter, the
customer will be billed for out of bundle usage.

Please note of used in-bundle term, which suggests that included data is the same as a bundle.
Remember, when making submission you talk to lawyers. Any word used is important. I think Cell C crossed the line here.

 

[Aztech]

It's not just deceptive, it's downright criminal. If you go to http://www.cellc.co.za/explore/news...out-of-bundle-usage-across-its-data-portfolio right now this is what it says, directly from Allan Knott-Craig / the horse's mouth.

Cell C today announced that as part of its pricing revamp, the company has reduced its standard data rate to R0.15c per MB for in and out-of-bundle usage across its entire mobile data product portfolio.

The new flat rate applies to all prepaid and contract data bundles and packages from 1 August 2012.

“We are committed to offering customers deals that are affordable, transparent and simple. What you see is what you get. No more nasty surprises when you go out of bundle. You will pay one low rate for in-bundle and out-of-bundle usage,” says Cell C CEO Alan Knott-Craig.

He says the company has reduced the rates of its standard data offerings to suit everyone’s needs – from the occasional Internet browser to the hardcore tech junkie.

Cell C bundles start at 50MB for just R7.50, which is the most affordable entry-level bundle in the market today. Great for those of you that own a tablet.

“In addition to the reduced standard data rates, customers can continue to look forward to very competitive promotions that we will run from time to time.” says Knott-Craig.

Bundle and Contract Data Pricing (prices include VAT):

 

[Other Pineapple Smurf]

...

Cell C, Stop Knott-Craiging us

Reason why I won't move to CellC (actually moving my last contract from CellC to Vodacom)

 

[ginggs]

"We are committed to offering customers deals that are affordable, transparent and simple. What you see is what you get. No more nasty surprises when you go out of bundle. You will pay one low rate for in-bundle and out-of-bundle usage," says Cell C CEO Alan Knott-Craig.

Implying you had to have a bundle to start with.

 

[RichardG]

There are billboards around Johannesburg that clearly states 15 c per meg doesn't say anything about bundles etc.

Hopefully the rep can help u

 

[blunt]

am also on the iphone 5 straight up deal with the 200mb+300mb bundles included, can confirm it is 99c/mb out of bundle. I added another 200mb/month bundle that recurs on my account so that I get the 15c/mb rate.

 

[Cell_C]

Hi

A "data bundle" that comes with a straight up package is charged at .99 cents per MB. as per the terms on the contract.
if you load a separate "Smart Data Bundle" you will be charged .15 cents per MB, as ""blunt" has pointed out.

Regards
*DM*

 

[recre8]

as per the terms on the contract.

The terms of the contract are stated here under the "Additional Information" tab:
http://www.cellc.co.za/cell-phone-top-up/99c-straight-up

Please indicate the paragraph where the tariff is explicitly disclosed as 99c/MB.

A copy of the terms as at the time of making this post:

Terms and Conditions
Straight Up: Postpaid

Introduction:

It is important that you understand and agree to these terms and conditions.
All standard Terms and Conditions of Cell C and Cell C Service Provider apply.
All prices and usage rates advertised include VAT, unless otherwise stated.
The postpaid and top-up offers are available as “SIM only” and “SIM + handset” options (collectively referred to as “the Packages”).
The “SIM only” option is offered on a month to month, 6, 12, 18, or 24 month agreement
The “SIM + handset” option is offered on 6,12, 18 or 24 month agreement
All Packages include the following in-bundle benefits: minutes, SMS's and data, for national usage only to be used any time and on any network.
If a customer signs a subscriber agreement during a month, the first month’s subscription fee, inclusive minutes, inclusive SMS and inclusive data will be pro-rated. Thereafter, a customer will receive all included benefits on the first(1st) of each month.
Included benefits will automatically be carried over for a maximum of 90 (ninety) days if not depleted earlier.
If a customer makes any national calls, sends SMS's or uses data, such calls, SMS's and data will be deducted from the included benefits first, until depleted. Thereafter, the customer will be billed for out of bundle usage.
The customer’s inclusive minutes, SMS and data will not apply to international roaming when the customer is out of South Africa. The customer will be billed separately (at the applicable rates) for international roaming, and will not deplete from the included benefits
The customer’s inclusive minutes, SMS and data will not apply to calls, SMS's/MMS's to international numbers when the customer is dialling from South Africa. The customer will be billed separately (at the applicable rates) for calls to international numbers.
A postpaid customer will be billed for his out of bundle usage in the month following such usage.
If a top-up customer’s inclusive minutes, SMS and data have been depleted, the top-up customer has to recharge his account using normal recharge mechanism. The out of bundle usage for a top-up customer will be debited from his airtime balance.
Customers on the new Packages will be billed from the first second on a per second billing.
All out of bundle usage rates are inclusive of VAT
The included benefits (inclusive minutes, SMS and data) cannot be converted to a Rand value nor can such benefits be transferred from customer to customer.
Cell C may amend, modify or otherwise change these terms and conditions in its sole and absolute discretion and the amended version will be displayed in the same media as these terms and conditions. Cell C will notify you before Cell C amends or otherwise changes the terms and conditions.

 

[Boris Becker]

I'm going to submit a complaint to the ASA because their website says (http://www.cellc.co.za/cell-phone-contract/99c-straight-up)

4) IN & OUT of bundle rates are the same

They don't differentiate between data and voice. This is obviously misleading. Not to mention Knott Craig talking everyday in the press about how you great the 15c/MB in and out of bundle is.

This is TOTAL BS from Cell C.

I have been charged close to R1000 instead of R150 because of this. This is ridiculous. The consultant specifically told me it was 15c/MB. A normal person would assume if in bundle is 15c/MB, that out of bundle is 15c/MB as well.

I also have the following gripes:

1.) When I asked the consultant if I should include an additional 300MB bundle to the Straight Up 200, he said why if the out of bundle rate is the same. Cell C employees don't know the truth rate either.
2. I miraculously qualified for only R200, so even if I wanted add the additional bundle I didn't qualify for the additional R45 per month. Ridiculous because I qualify for a Talk 500 or 1000 on Vodacom and equivalent packages on MTN too. Is this action a deliberate ploy by Cell C?
3.) On my (itemised billing) invoice, it doesn't show how much usage, it just shows the costs
4.) Cell C's invoices are sent using the outdated Striata EMC files. These can't be accessed on mobile devices. This contract is used by my sister, so she hasn't been able to view the invoices since she only has a (stupid) iPad and iPhone (no PC). There are a lot of people like that but companies still insist on sending these outdated EMC file statements instead of PDF's.

 

[ginggs]

From: http://www.cellc.co.za/cell-phone-contract/99c-straight-up

 

[SaiyanZ]

Looks like you were misled by the CellC store. This is where mybb is useful. I read about having to buy a bundle to get the 15c/mb rate long ago because of someone else's misfortune.

Easiest thing to do with CellC is buy the 3GB for R399 data bundle which lasts a year. Works out to 13c/mb and you don't have to top up each month.

 

[ginggs]

Easiest thing to do with CellC is buy the 3GB for R399 data bundle which lasts a year. Works out to 13c/mb and you don't have to top up each month.

Agreed, this is a great bundle. Even if you end up using the entire 3GB in one month, you can just go and buy another.

You can add this bundle to a Straight Up Top Up contract (I have done this), but I'm not sure if it can be added to the regular (non-Top Up) Straight Up contract.

 

[sajunky]

I think you can load bundles on regular contract. However you can't recharge. This is a wall we hit when one month usage exceeded allowable credit limit. The assistant couldn't give us any way to transfer money. Solution was just to increase credit limit and account was unblocked.