Cell C has admitted that there was a glitch with its WhatsApp billing, which affected around 150 subscribers.
The discovery of the billing glitch followed an Advertising Standards Authority of South Africa (ASA) complaint regarding Cell C’s R5.00 WhatsApp bundle offer.
Cell C promoted its WhatsApp service in-store with the message “Get unlimited access to send texts, videos, pictures and voice messages only from Cell C”.
One consumer was not happy after she was charged for her WhatsApp downloads, and lodged a complaint with the ASA for misleading advertising.
Cell C replied, saying that its WhatsApp bundle is indeed intended to cover both uploads and downloads for a fee of R5.00.
After contacting the complainant and investigating the issue, Cell C discovered what it called a technical glitch.
“The problem appears to be that old proxy settings were set on their devices, and therefore the WhatsApp usage was not depleting the promotional bundle but rather customers’ normal bundle,” Cell C said.
The company said that these consumers will now all be sent new proxy settings, which will ensure that all WhatsApp usage depletes the R5.00 promotional WhatsApp bundle.
“These customers will also receive an additional 1GB of data for 30 days in order to mitigate frustration and inconvenience,” Cell C said.