Hellopeter
Share Your Experience
MV
Martin V

1 reviews | Active since Dec 2022

18 Apr 2025, 15:54

****mers

I would like to formally log a complaint about your company, which I believe has ****med me. I app**** for a Fone Yam device online and was instructed to visit a store. I went to Pep Cell in Jabulani Mall, where I was shocked to find out I had to pay R1,050 plus an additional R207 for fees that were never explained to me.

After making the payment, I discovered that the device is actually a rental phone. I immediately requested to cancel the contract before even taking the device from the store. The consultant at Pep Cell contacted the Fone Yam call center, where we were assisted by Zodwa. She informed us that canceling the contract would mean forfeiting the deposit paid, and that there is an additional cancellation fee of R2,100. This fee would need to be added to the deposit already paid.

The device in question, the Honor X6b, is valued at R3,499, which I believe is a complete rip-off. Charging a cancellation fee of R2,100—70% of the device’s value—is outrageous. Furthermore, the store consultant refused to take the device back.

I do not want this device, and I demand that the contract be canceled immediately. I will not pay any additional fees and would to be refunded my deposit back

0
Replies (10)
Foneyam
Foneyam's reply18 Apr 2025, 16:20
Official
Hello Martin,                                                                                                                                                                                      

Thank you for getting in touch with us to raise your concerns.                                                                                                                                                                                                            
     
We will investigate the matter and have a consultant get in touch with you to assist with your enquiry.                                                                                                                                  

Sincerely                                                                                         
FoneYam Customer Service
MV
Martin V's update19 Apr 2025, 11:36
Reviewer Update
Good day,We would like to bring to your attention the challenges we have encountered at the Pep store in Jabulani since 9:00 AM this morning. We are attempting to obtain a refund, as previously advised by the manager Eddar who called us after we logged a complain. The store consulted called your company and spoke with Sandiswa, who instructed them to process a buyer’s remorse refund. However, the consultant, Khatu, is now refusing to issue the refund, stating it would result in a shortage on their side.Furthermore, Khatu attempted to call back your call center and was assisted by an agent named Lelo, who refused to provide their correct name. The agent was rude and explicitly informed us that we would not be receiving any refund of the amount paid. We also received confirmation that we would need to pay R2,100 for cancellation.

And further note that the Area Manager by the Name of Rosina refuses to refund us,telling us that we can take it further.
Foneyam
Foneyam's reply21 Apr 2025, 13:52
Official
 Hello Martin,                                                                                                                                                                                      

Thank you for getting in touch with us to raise your concerns.                                                                                                                                                                                                            
     
We have attempted to make contact with the store with no success.

The above concern related to the service you received will be addressed internally. 

We can confirm that you query is under investigation, we will provide feedback as soon as it has been resolved.                                                                                                                                                
Sincerely                                                                                         
FoneYam Customer Service 
MV
Martin V's update23 Apr 2025, 09:13
Reviewer Update
Good day,I am still waiting for feedback regarding my case, and you previously informed me that I would receive a call to go to the store and collect my deposit—yet I have heard nothing so far.If you cannot establish communication with the store for the next 10 months, what am I expected to do? I am deeply concerned and frustrated, especially after the humiliating experience at the Pep Cell store where six security guards were called on me, treating me as if I were a ********.Please address this matter urgently today, or I will escalate it further.
Foneyam
Foneyam's reply24 Apr 2025, 13:44
Official
Hello Martin,  
 
As per our telecoms, we can confirm that your query has been resolved.

Thank you for affording us the opportunity to assist.
 
Sincerely                                                                                         

FoneYam Customer Service
MV
Martin V's update25 Apr 2025, 08:16
Reviewer Update
Good day,Please be advised that the query remains unresolved at this stage. While points 1, 2, and 3 from the initial complaint have been addressed, points 4 and 5 are still outstanding and require urgent attention:
  1. Reimbur*****t for the petrol costs incurred while travelling to the store.
  2. Compensation for the humiliation caused by the unnecessary involvement of security personnel.
I kindly request that these outstanding points be resolved as soon as possible to bring this matter to a close.Thank you for your understanding and swift action.
Foneyam
Foneyam's reply30 Apr 2025, 12:59
Official
Hello Martin,                                                                                                                                                                                      

Thank you for getting in touch with us to raise your concerns.                                                                                                                                                                                                            
     
We will investigate the matter and have a consultant get in touch with you to assist with your enquiry.                                                                                                                                  

Sincerely                                                                                         
FoneYam Customer Service
MV
Martin V's update05 May 2025, 10:07
Reviewer Update
Good day,Please note that my query is still not being attended to or properly investigated. Instead, I am receiving emails from an unprofessional agent asking whether I received my deposit, despite my clear instructions on the expected resolution.Firstly, your agent misled me by advising that a penalty fee needed to be paid, which ultimately caused the issue.Additionally, I am still awaiting reimbur*****t for the petrol expenses incurred while unnecessarily running back and forth to the store, as well as compensation for the humiliation caused by the involvement of security personnel.
MV
Martin V's update06 May 2025, 12:43
Reviewer Update
Good day

I am still awaiting feedback
MV
Martin V's update28 May 2025, 16:12
Reviewer Update
Good day
I am unsure why I keep receiving SMS notifications stating that I owe Fone Yam and need to make a payment. Please clarify which phone this is referring to.

Reminder that your next FoneYam payment of R435.75 is due on 25-MAY-2025. Pay at any Pay@ enabled store. Use your Pay@ reference ***.

Additionally, instruct your agents to stop calling my wife and me. I am definitely going to harass the existing case with consumer rights.