Cell C has been slapped with a hefty R500,000 fine after a Cape Town woman, Julie Williams, received an astronomical bill of R11,265 for just a few hours of international roaming in France. The National Consumer Tribunal, sitting in Centurion, ruled that the mobile operator had violated several sections of the Consumer Protection Act (CPA), leading to the financial penalty.
The saga began when Williams, before her trip to France, contacted Cell C in May 2022 to activate international roaming and raise her monthly limit to R3,785. The mobile provider agreed to the new limit, and Williams believed her international roaming service was all set up properly. She was also advised to review the terms and conditions, although the agent did not provide any specific warnings or clarifications about potential roaming charges.
After traveling to France and using her phone briefly on the international roaming service, Williams received a text from Cell C saying she had exceeded her limit. In response, she switched to a local French SIM card to avoid any further charges. However, when she returned home, she was shocked to discover a massive bill of over R11,000, mostly from international roaming.
Williams immediately disputed the charges, pointing out that the amount far exceeded the agreed limit. In response, Cell C claimed that she had been informed about the high roaming costs and the limitations of the service. They argued that the terms and conditions, which included a disclaimer about delays in applying roaming limits, had been read to her, and she was therefore responsible for the excess charges.
However, the tribunal found Cell C’s defense lacking. The tribunal ruled that the agent had confirmed the roaming service was activated with the agreed-upon limit in place, providing Williams with peace of mind. Consequently, she did not expect to face unexpected charges, especially after being told her limit had been set. The tribunal concluded that Cell C had failed to properly protect consumer rights and had disregarded key provisions of the Consumer Protection Act.
Not only was the operator fined R500,000, but they were also ordered to refund Williams R7,480 for the overcharges. Additionally, Cell C was banned from engaging in similar practices in the future. The judgment sent a strong message about the importance of adhering to consumer protection laws and maintaining transparency with customers, particularly when it comes to billing and service terms.
Cell C’s actions were seen as an attempt to shift responsibility onto the customer rather than taking accountability for the errors in their service. The tribunal emphasized that such conduct must be prevented from occurring again and that companies like Cell C must be held accountable for their treatment of consumers.
