Foneyam daylight *******

I am writing regarding a grievance that I have with a cell phone contract that I took out on the 25th of December 2024.

On the 6th of April, I submitted an insurance claim for the loss of the device of which I received an approval thereof on the 22nd of April 2025.

22 April 2025

I then on the same day, went to Ackermans Northgate Mall to collect the new device. Upon my arrival, I found the same phone however was advised that the device could not be processed on the system as the price has since increased. The store then called the called the call centre of which they advised that they will call me the next day i.e. 23/04

23 April 2025

On this day, the call centre did not contact me. I then called the call centre myself and was advised to go back into the store and call when I arrive there. I then went to a different Ackermans in at Clearwater Mall hoping for a different result. The manger advised me that it was pointless calling the call centre as they usually don’t assist with these kinds of cases. So again, I called the call centre, and this time was advised that I need to choose a phone which is the same price as the contractual price as the phone which I contracted for has increased by R200. From R3700-R3900.

24 April 2025

I called the call centre again as what I was told the day before was unacceptable. This time I was transferred multiple times, having to repeat myself until I was advised to go back to the store. I went to Ackermans Northgate Mall again. The manager called the call centre. The call centre said that they will resolve the matter in 20 minutes however 5 hours later, there was still no resolution.

25 April 2025

On this day, I followed up with the call centre again, was transferred multiple times again. I was told to get a phone of the same value as the contractual agreement however there was no phone of the same value in the store, so I was forced to take a cheaper phone which is a different brand to the one I contracted.

27 April 2025

I went back to Ackermans Northgate Mall to return the phone as I am not happy with its performance(its slow and has no NFC capability amongst other things) and was told that I can’t change it as its outside their 7-day policy. This phone was only given to me on the 25th of April 2025

My grievance:

I was sent from pillar to post since the claim was approved. I have had to use my own resources in the form of fuel and airtime, including having to request time of work to resolve this.

I am left with a phone that I cannot use to perform my day-to-day responsibilities in my line of work and personally. The phone that I have is cheaper than the one that I contracted however, I am forced to pay the same contractual amount of R460.64. This is daylight ******* as you refuse to amend my contract, and I must pay the same amount for a cheaper phone. So, on the system, I have a Samsung however, have an Honor phone which does not even meet my needs.

My request is to be given the same phone that is as per my contract or amend the existing contract and the amount that I am required to pay monthly to reflect the correct information. Your system limitations should not impact me as I am paying customer.

This is unacceptable and surely goes against TCF legislation!