FNB Connect Opportunistic Exploitation of Consumer

On or about 28/29 July 2025, I app**** for a Samsung Galaxy A56 device from FNB Connect. I received the device on 30 July 2025 and opened the box within 24 hours of the delivery. I inspected the device, and it was in order on face value. I then attempted to place my sim card inside the sim card slot, to set up the device, but the sim card slot would not open. I immediately notified digital planet of the issue who subsequently sent me on a wild goose chase sending photos of the device repeatedly due to their incompetence in managing their workflow/system.

I escalated a complaint to FNB regarding this and informed them that I wish to cancel the contract. I was contacted by an FNB Complaints consultant. After he conducted some follow ups, I advised him that the phone was brand new, out the box with a fault. I needed the phone for work purposes. He advised that it may be best and quicker to cancel the contract considering that I notified FNB within the cooling off period and suggested that I then just apply for another device. I confirmed my cancellation. He assured me that no cancellation fees would be applicable.

I took numerous photos of the phone, none of which show damage. Eventually the phone was collected, and digital planet took to repairing the device. They called me last week to tell me they managed to open the sim card slot and that there was nothing wrong with it. I am no idiot, and this is not my first smartphone. The sim card slot WOULD NOT open, and I was not going to try to force it to open as it would most likely make the issue worse thereby nullifying the warranty from Samsung.

I was then advised that the device went for grading. On 27 Aug 2025, I received a phone call from FNB Complaints Consultant informing me that digital planet did not need to do any repairs on the phone and that it was in order however on grading, it was noted that there was a dent to the phone by the speaker (which is actually in close proximity to the sim card slot) and as a result i must pay the cancellation fee for the contract.

I categorically state that the phone did not come out of the box more than 4 times with the first being to try set it up and the rest for the photos requested by digital planet. The phone was not dropped or bumped. Had it been dropped or bumped, it would have had to be a very hard bump to create a dent and surely there would have been damage to the screen and surrounds then as well. Since this call yesterday, I have extensively inspected the photos I had provided to Digital Planet and there is no damage to the phone.

The only logical conclusion here, if the device is actually even damaged, is that Digital Planet must have forced the sim card slot open and damaged the phone. Clearly, FNB has now realized that the device cannot go back to Samsung under the warranty because it has been damaged, most likely due to Digital Planet forcing the SIM Card slot open. And because of this, and because I cancelled the contract, FNB is now trying to force me to pay for the device to cover their mess.

Alternatively, they managed to open the sim card slot and there is nothing wrong with the phone now but I cancelled the agreement and the phone is out of the box thus they now need to recoup their money for the device as it is useless to them now.

Had Digital Planet not been so utterly pathetic in their service delivery, I would not have cancelled the agreement and waited for a replacement device but they were resolute on "repairing the device instead" and I couldn't take the wait and incompetence any longer, causing my cancellation of the agreement and placing both FNB and Digital Planet in the position they find themselves in.

FNB's conduct here is so opportunistic, dishonest and disgusting. Clearly trying to exploit the consumer to cover their profit/loss margins.