The Consumer Goods and Services Ombud *** FNB Faulty Device and Cancellation of my Contract complaint

Dear Sirs/Madam,

Please assist with this matter as I need your intervention in this matter,

I took a contract phone with FNB Smart device (Conexis A2) in June 2018 of which the phone began to be faulty in midweek of July loosing network signal of which I took lightly as a common factor,

However, the phone went worse in not reading my sim card of which is a complaint I logged with fnb and they came to collect the phone and instead of advising me of the faulty status of the device they decided to offer me a second replacement in September of which this device I used it from the 17th September 2018 and it began to give me an android error message of which it does not allow any kind of usage of the device(PLEASE REFER TO THE ATTACHED SCREEN SHOT) I logged a second complaint again of which I even posted a review on hello peter (Please also refer to the attached) of which they came on the 25th October to collect the device and they confirmed that the second device was also faulty of which they also offered me the 3rd device on the 05th November 2018 and prior to that I spoke to Collen and Fiona that I lam willingly giving FNB a benefit of a doubt to offer me the third device even though I am unhappy with 2 new faulty contract phones on the 07th of November 2018 the 3rd replacement also became faulty of which I reported it the same night with fnb.

Then they advise that they will send a courier to come and collect it of which they took their own time and I’ve been doing follow up (Please also refer to the attached communication from hello peter to external mails) and they only came to fetch it on the 14th November 2018 which means since I logged the complaint on the 07th November 2018 till the 13th November 2018 I stayed with their faulty device of which I advised on those dates while doing telephonic follow up and sending emails hello peter complaints that I want to cancel my contract due to unsatisfactory of the 3 devices they provided to me.

Today I did a follow up wanting to know how was my complaint escalated I spoke to a lady who advised that my contract will only take 40 days to be cancelled even though they received their device but I was not informed at first when I complaint and cancelling my contract what they advised is that they will check if the are any physical damage caused by me if they aren’t then the contract will be cancelled immediately.

My disputed over this complaint is that I pledged R 300.00 on my savings account of which I understand it will be released after the cancelation process but my dispute is that why should my contract be cancelled after 40 days?

Should FNB Cease the contract after they receive, they device? Now today just before 16:50 I called and complaint again to one of fnb’s consultant of which she promised to call me before 17:00 and still I’ve been waiting for fnb to call me with no success,

Kindly Ombudsman and national consumer commission would you kindly intervene on these matter as I have been pushed from pillar to post from date of inception of their services to me till to date.

Honestly FNB does not value the essence to provide adequate goods to their clients, to me this is clear that fnb supp**** me with a defect device of which they never advised of any product failure and hazards to advise the uncer*****y of using this product of which this is controversial and questionable with the legitimacy of the contract.

I want this contract cancelled and my pledge released as they have their devices 40 days is unacceptable as they provided me with 3 latent defect new devices and they still expecting me to wait for 40 days for my contract to be cancelled?

can fnb deal with my complain and treat it with respect as this is not a level of provide a safe and liable service to any consumer of which I feel that my right as a consumer has been infringed.

Your intervention on this matter will be highly appreciated

Kind regards