Unfulfilled approved claims

I am writing to formally lodge a complaint regarding a replacement device claim that was approved on 27 January 2026.

Summary of Events:

Claim Approval: My claim for a replacement device was approved on 27 January 2026.

Collection Attempt: On 31 January 2026, I attempted to collect the device at Ackermans Connect but was denied due to being in arrears, of which I didn't know I should make payment whilst I had no device and the claim was logged with Foneyam. I had initially thought payments will resume as per normal once I had received the device but that was not the case, nonetheless I understood that.

Payment Settlement: On 21st Feb 2026, I made a payment of R1,801.56 to settle all arrears and an additional R89.95 as instructed by staff to ensure the device would be fully mine.

Refusal of Service: Despite settling all outstanding amounts, I was told the contract is now "paid off" and I will not receive the device for the approved claim. The FoneYam Call Centre subsequently stated there is "nothing they can do."

Basis of Complaint: In accordance with Clause 6.4 and 7.7 of your Terms and Conditions, a customer is entitled to a replacement device for an approved claim once all "Rental Payments, already due and payable, have been paid in full". I have fulfilled this obligation. Furthermore, I was not informed that paying the final purchase fee would void my right to the replacement device I had already been approved for