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Halalisani N

1 reviews | Active since May 2020

05 Feb 2026, 10:31

Poorest service I have ever received any where in South Africa

I wanted to obtain another Foneyam device since I completed paying for my current one in December.

On 29 January 2026, I visited Ackermans Southdale to check whether I could take another phone. The staff made a call on my behalf, and the lady on the other end informed me that I would receive an SMS on the same day. This never happened.

On 30 January 2026, I completed an online “Contact Us” form and received reference number FON-12968.

On 2 February 2026, I returned to Ackermans Southdale and spoke to Nobe Mzingelwa, who told me my query would be resolved by Wednesday, 4 February 2026. Instead, on 5 February 2026 at midnight, my phone was blocked and rendered unusable. As a result, I could not request a ride home from 132 Jan Smuts Avenue, Johannesburg to Holy Family Catholic Church, Turffontein, Johannesburg. I only managed to get home because a colleague requested a ride for me using her phone.

On the morning of 5 February 2026 at 08:30, my phone started working again. I then returned to Ackermans Southdale to find out what the issue was. I was given a phone to speak to Azola from Cape Town, who refused to provide her surname and stated she was the only Azola in South Africa. She said calls are recorded and that she would escalate the matter to her manager. However, when I requested a reference number for the call, she refused to provide one.

I would also like to point out that Nobe Mzingelwa was highly rude and unprofessional in the way she spoke to me. Additionally, the lady I spoke to previously at Ackermans Southdale assisted another customer while she was still helping me. When I questioned this, she told me I could go to another shop if I was not satisfied with her service.

All I wanted was assistance in obtaining another phone since I have fully paid off my contract. Instead, I have been subjected to extremely poor customer service. I am not asking for a free phone — I am willing to make monthly payments, just as I did with my current device.

I am highly disappointed in Ackermans Southdale and the Foneyam customer service consultants I have dealt with since 29 January 2026. It feels as though they deliberately ensured I received the worst service possible, and I regret ever dealing with Foneyam. It seems to me that either they dislike their company or management, or they simply do not care about customers.

Despite this, I still need a phone and would be willing to go to either Ackermans or Pepcell to obtain another Foneyam device. However, I am deeply disappointed that I have visited the store multiple times over the past two weeks for the same issue and no one has been willing to help me.

0
Replies (3)
Foneyam
Foneyam's reply05 Feb 2026, 17:35
Official
Good day Halalisani,

Thank you for taking my call and allowing me to give you an update on the progress of your query. 

Our sincerest apologies about the experience you had today with our consultant. All our calls are recorded and feedback will be given to the relevant leaders.
As for your request, it is currently being worked on and the outcome will be communicated to you. Please await our response before visiting the store.

Thank you once again for your patience in this matter. Should you need any further clarity, please do not hesitate to contact us on ***.

Best regards, 
Foneyam Customer Services 
HN
Halalisani N's update06 Feb 2026, 14:29
Reviewer Update
Fwd: Formal Complaint – Ackermans Southdale & Foneyam Customer Service - *** - Immediate Resolution Required – Account Mismanagement, Service Failure & Consumer RiskInbox


Sani Ngema <***> | 2:27 PM (1 minute ago) | |
to info, claims, CustomerCare, customerservice, info






This email serves as a final formal demand for immediate resolution of my account with Foneyam and the unacceptable service received at Ackermans Southdale.
Despite being a fully paid customer, I have been subjected to:
  • Account mismanagement,
  • Service interruption without lawful cause,
  • Repeated broken promises,
  • Unprofessional and dismissive treatment,
  • And total failure to resolve a matter that should take no longer than 48 hours.
Today is 06 February 2026, and I logged my formal complaint on 05 February 2026. Nothing has been resolved.
The only actions taken were:
  • A call from Ackermans Southdale asking me to return to the store so they could use a store phone to call Foneyam on my behalf — an unacceptable burden placed on the customer.
  • A call from a Foneyam representative at approximately 17:24 on 05 February 2026, who contacted me only regarding the negative HelloPeter rating I submitted — not to resolve my account issue.
During that call, I was promised:
  • My contract would be fixed by the afternoon of 06 February 2026,
  • My phone would be released,
  • And I would be able to apply for another device.
None of this has occurred. No communication. No resolution. No accountability.
Instead of resolving the problem, your company appears more concerned with reputation management than with lawful customer service delivery.
Let me be very clear:
Your failure to restore my service caused me to be stranded without transport, placed me in a vulnerable situation, and created unnecessary personal risk. This is not a minor inconvenience — it is a serious operational failure with real-world consequences.
This matter now qualifies as:
  • Breach of contract
  • Failure to render services with reasonable care and skill
  • Unfair treatment of a consumer under the Consumer Protection Act (CPA)
I am formally demanding the following — today:
  1. Immediate release and normalization of my account,
  2. Written confirmation that my contract is in good standing,
  3. Immediate authorization for me to apply for another device,
  4. A written explanation for why my phone was blocked,
  5. A formal investigation into the conduct of your staff and the breakdown of your internal processes,
  6. A clear timeline for resolution and accountability measures.
If this matter is not resolved within 24 hours, I will escalate to:
  • The Consumer Goods & Services Ombud (CGSO),
  • The National Consumer Commission,
  • And pursue all legal and regulatory remedies available to me.
I have kept records of every visit, call, reference number, and staff member involved.
I expect urgent executive-level intervention — not another promise, not another delay, and not another excuse.
Kind Regards,
Halalisani Ngema
Contact: ***

---------- Forwarded message ---------
From: Sani Ngema <***>
Date: Thu, Feb 5, 2026 at 10:41 AM
Subject: Formal Complaint – Ackermans Southdale & Foneyam Customer Service - ***
To: <***>


Good Morning,
I wanted to obtain another Foneyam device since I completed paying for my current one in December.
On 29 January 2026, I visited Ackermans Southdale to check whether I could take another phone. The staff made a call on my behalf, and the lady on the other end informed me that I would receive an SMS on the same day. This never happened.
On 30 January 2026, I completed an online “Contact Us” form and received reference number FON-12968.
On 2 February 2026, I returned to Ackermans Southdale and spoke to Nobe Mzingelwa, who told me my query would be resolved by Wednesday, 4 February 2026. Instead, on 5 February 2026 at midnight, my phone was blocked and rendered unusable. As a result, I could not request a ride home from 132 Jan Smuts Avenue, Johannesburg to Holy Family Catholic Church, Turffontein, Johannesburg. I only managed to get home because a colleague requested a ride for me using her phone.
On the morning of 5 February 2026 at 08:30, my phone started working again. I then returned to Ackermans Southdale to find out what the issue was. I was given a phone to speak to Azola from Cape Town, who refused to provide her surname and stated she was the only Azola in South Africa. She said calls are recorded and that she would escalate the matter to her manager. However, when I requested a reference number for the call, she refused to provide one.
I would also like to point out that Nobe Mzingelwa was highly rude and unprofessional in the way she spoke to me. Additionally, the lady I spoke to previously at Ackermans Southdale assisted another customer while she was still helping me. When I questioned this, she told me I could go to another shop if I was not satisfied with her service.
All I wanted was assistance in obtaining another phone since I have fully paid off my contract. Instead, I have been subjected to extremely poor customer service. I am not asking for a free phone — I am willing to make monthly payments, just as I did with my current device.
I am highly disappointed in Ackermans Southdale and the Foneyam customer service consultants I have dealt with since 29 January 2026. It feels as though they deliberately ensured I received the worst service possible, and I regret ever dealing with Foneyam. It seems to me that either they dislike their company or management, or they simply do not care about customers.
Despite this, I still need a phone and would be willing to go to either Ackermans or Pepcell to obtain another Foneyam device. However, I am deeply disappointed that I have visited the store multiple times over the past two weeks for the same issue and no one has been willing to help me.
Kind Regards
Halalisani Ngema
Contact: ***
Foneyam
Foneyam's reply07 Feb 2026, 11:05
Official
Good day Halalisani,

As per our telephonic discussion your query has been resolved.

Thank you for affording us the opportunity to assist you.

Best regards, 
Foneyam Customer Services