Unfairness experienced with Foneyam.

Good day. I would like to lay a complaint against the contract company by the name of Foneyam. I bought a phone through Foneyam, in October 2024 at Ackermans, Sebokeng, Thabong shopping center. The phone was a Samsung A06 and it was R2500 at the time of the purchase, and my first deposit was R1000. And I was informed and assured that this contract deal covers insurance and all things that come with a contract phone. I paid installments till last month which was May. And when I calculate the money I have a paid so far, it has passed the device's initial price, which I accepted because I am aware of how phone contracts work, and keeping in mind that my phone is insured. Well, at least that was what I was told when I took it. Which brings me the the matter at hand, my phone was ****** on the 6th of June 2025 as I was at a mall, President hyper in Vereeniging, as I was casually shopping about. It was directly pulled out of my pocket.

I called Foneyam the very next day, after I had calmed down from the traumatic experience I went through the previous day. I was answered by multiple rude, ill mannered consultants who were shouting for absolutely no reason.

As I enquired if I would be able to get a replacement as I am still actively paying for the said phone. I was told that my phone was not insured although I have been paying for the phone every month since October 2024 till now, and even though when I took the phone, the agent who was helping me assured me that my phone would be insured since it is a contract phone.

I was also told that I will remain paying for a phone that is not even in my possession anymore, without getting a replacement. Mind you, I have to buy a new phone out of my own pocket, which is also an installment through my PEP account, while paying for my lost phone until the end period which I was told would be October 2025.

I feel that I was ****med, ****** and taken for granted. Because I know wholeheartedly that my phone had insurance.

So all I ask is for Foneyam to compensate me by canceling the left over installment because they have refused to give me a replacement or offer some kind sympathy after the traumatic experience I went through.

It is with a heavy heart that I ask for assistance and intervention from Hellopeter in this matter.

Thank you. I hope I will get the help I need.

My information is as follows: Names: Ginny Mponeng Khoabane Cell no: ***/ *** Email: ***