HM
Henry M
Active since Mar 2017
4
Reviews
0
Industries
Reviews
4 reviews2 weeks ago
Beware of data sharing affecting your data bundle extensions
I had a total data balance of 4GB expiring on 27-05-2026 which consisted of a 30-day 3GB data bundle previously purchased, as well as a 30-day 1GB data bundle which was shared from another number during the month. When I purchased additional 30-day data bundles before the expiry date in order to extend my data balance, only the 1GB data bundle was extended, and the remaining 3GB data was set to expire on 27-05-2026. This means that anyone who has an existing data balance of any amount, has to forfeit the balance upon expiry, that existed at the time that any shared data was received. For example, if you have existing data of 10GB valid for 30 days, and you received shared data of any amount up to the maximum limit of 1GB for 30 days, you will be forced to forfeit your existing 10GB balance and be left with 1GB or less. How is this reasonable and fair? Nowhere in the terms and conditions of Cell C’s data bundles, data sharing, or data rol***** does it state that existing data bundles need to be forfeited if shared data is received. On the contrary, the data rol***** terms and conditions state that: “Customers on the 30-day Data bundle product will be able to extend the validity of a bundle AND ANY REMAINING VALUE by purchasing a new bundle before the expiry of the current bundle.” Therefore, based on your terms and conditions, the total data balance should be consolidated and the full balance extended with the additional 30-day bundle purchases. I have reported the issue to Cell C Customer Care by calls and email for the past 2 days, but after speaking to 3 agents, the case is not resolved nor understood. In the meantime, I am expected to incur a loss based on my purchased data being taken away with no reasonable explanation. This is a very ********* way of exploiting customers with no transparency nor recourse to clients. This would provide grounds to lodge complaints with the NCC as well as ICASA if no satisfactory resolution is reached.
2 replies
61 months ago
Breach of contract and malperformance
Once again I have to make public that Cell C does not uphold the terms of their contracts, but are very fast to take your money and not deliver on the agreement. After my credit card details changed and they were unable to debit my account, one of their call centre agents advised to where I should make manual payments in order to have my contract benefits re-instated. I then made TWO EFT payments of R249 each (total of R498). It took them THREE DAYS to find and allocate the payments, after-which I had to call again to request my benefits to be reinstated. I was then advised that they can no longer provide the benefits on that contract because the options no longer exist. This is told to me AFTER I had already made the payments that THEY advised me to make in order to have the said benefits reinstated. How were they able to provide these benefits every month for the past four years until April 2021, but now all of a sudden they can no longer reinstate the same benefits, after telling me to make payment so that the benefits can be reinstated? I have a signed contract for these benefits and have never received any communication to change the terms of the agreement or the monthly benefits. It is now a week later and I have had to incur additional cost to buy prepaid bundles, but Cell C is sitting with R498 of my money, not providing the benefits that I have paid for, and also not making any effort to refund the payments. Legally speaking, this is gross malperformance and breach of contract on a binding legal agreement.
1 reply
112 months ago
Breach of contract
<p>On 13/02/2017 I entered a Cell C branch to migrate my month-to-month contract to one of the options on the Pinnacle promotion which was running until 15/02/2017. The promotion stated that on the Pinnacle 100 option I will receive an additional 200 minutes, 200 SMS as well as a once off 5GB data bundle. The consultant couldn't assist as the store was busy so I returned the next day (14/02/2017) but again could not complete the application as the consultant could not find the deal on their system, which is the second time I experience that at their branch. She advised that we complete the application the next day (15/02/2017) via email, which we did.</p> <p> </p> <p>I signed and submitted all documents, including FICA, to the store TWO HOURS before closing time on 15/02/2017. The next day I phoned the branch to follow up but they had not processed the documents and it was therefore activated on 16/02/2017. I am now locked into a 24 month contract with no benefits as the contract was activated the day after the promotion ended. I find this unacceptable as my contract is dated 15/02/2017 and should have been active from this date. I have made numerous attempts to have this rectified by the branch. I have made phone calls, sent emails, visited the branch again with no result after three weeks!!</p> <p> </p> <p>I have also attempted to contact the call centres, with no result, as I consider this problem to be breach of contract as:</p> <p>Clause 3.2 of the contract states that the...</p> <p>"agreement will begin and be binding on you and the Service Suppliers on the EARLIER to occur of:</p> <p>3.2.1 the ACCEPTANCE of your Application for the Services and Equipment; and</p> <p>3.2.2 the activation of your SIM Card on the Cell C Network..."</p> <p> </p> <p>Clause 12 of the contract states that any...</p> <p>"additional benefit, value added service, or additional services, that is offered and /or provided to you as part of this Agreement will only be applicable during the initial Contract Period"</p> <p> </p> <p>The contract was ACCEPTED on 15/02/2017. The contract period AS PER THE AGREEMENT shows START DATE 15/02/2017.</p> <p> </p> <p>Please comply with the terms of this agreement as I find this to be legally UNACCEPTABLE.</p>
2 replies
112 months ago
Breach of contract
<p>On 13/02/2017 I entered a Cell C branch to migrate my month-to-month contract to one of the options on the Pinnacle promotion which was running until 15/02/2017. The promotion stated that on the Pinnacle 100 option I will receive an additional 200 minutes, 200 SMS as well as a once off 5GB data bundle. The consultant couldn't assist as the store was busy so I returned the next day (14/02/2017) but again could not complete the application as the consultant could not find the deal on their system, which is the second time I experience that at their branch. She advised that we complete the application the next day (15/02/2017) via email, which we did.</p> <p> </p> <p>I signed and submitted all documents, including FICA, to the store TWO HOURS before closing time on 15/02/2017. The next day I phoned the branch to follow up but they had not processed the documents and it was therefore activated on 16/02/2017. I am now locked into a 24 month contract with no benefits which I find unacceptable as my contract is dated 15/02/2017 and should have been active from this date. I have made numerous attempts to have this rectified by the branch. I have made phone calls, sent emails, visited the branch again but their service is not satisfactory.</p> <p> </p> <p>I have also attempted to contact the call centres, with no result, as I consider this problem to be breach of contract as:</p> <p>Clause 3.2 of the contract states that the...</p> <p>"agreement will begin and be binding on you and the Service Suppliers on the EARLIER to occur of:</p> <p>3.2.1 the ACCEPTANCE of your Application for the Services and Equipment; and</p> <p>3.2.2 the activation of your SIM Card on the Cell C Network..."</p> <p> </p> <p>Clause 12 of the contract states that any...</p> <p>"additional benefit, value added service, or additional services, that is offered and /or provided to you as part of this Agreement will only be applicable during the initial Contract Period"</p> <p> </p> <p>The contract was ACCEPTED on 15/02/2017. The contract period AS PER THE AGREEMENT shows START DATE 15/02/2017.</p> <p> </p> <p>Please comply with the terms of this agreement as I find this to be legally UNACCEPTABLE.</p>
0 replies
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1 Star
4 (100%)