Faulty Samsung Phone – Rent-to-Own

Dear Pep and Foneyami Customer Service,

I just wanna lodge a complaint regarding a Samsung phone I acquired through the rent-to-own option offered by you at Pep store Southgate Shopping Centre in Pietermaritzburg ,around January 2025. The device has unfortunately stopped charging completely, rendering it unusable.

I went to Pep store where I made the purchase, and the staff confirmed that the phone is indeed not charging. However, I was told that for the phone to be fixed, I need to provide the original box and receipt. I understand that keeping these items is important, and I acknowledge my responsibility in this regard,but I regrettably misplaced these items due to unforeseen circumstances.

My concern is since the device is linked to foneyami’s rent-to-own program, I believe your systems should have records of my contract, payments, and the device’s IMEI/serial number, which could verify ownership and warranty status without the physical box or receipt.

I believe that both Foneyam and Pep maintain records of all rent-to-own agreements and should be able to verify ownership and the device in question. I accept that misplacing documents is not ideal, but it is a common occurrence, and there should be reasonable alternatives in place to handle such cases. It feels unfair to continue paying for a device that is unusable through no fault of my own (the phone is faulty, not damaged by misuse). I urge you to explore alternative solutions to resolve this issue, such as checking your database or facilitating a repair/exchange.

As a loyal customer, I trusted this program to provide functional devices. I kindly request your intervention to find a mutually fair resolution, whether via a waiver of the documentation requirement, a payment pause during repairs, or another remedy.

I would appreciate your urgent response within to clarify how we can proceed.