No Phones, No Feedback, Still Being Charged – Game Brits Mall

On 8 May 2025, I took out two Samsung A26 phones on contract at Game Brits Mall, through Vodacom. Within days, I realized that both devices would not accept the SIM PINs provided, making the phones completely unusable.

I returned to the store on 12 May, handed back both phones with all supporting paperwork, and reported the issue. The sales manager acknowledged the problem, said it would be escalated, and retained the devices.

I followed up on 21 May with Game Customer Care, only to receive a generic response telling me to return to the store — which I had already done nine days earlier. As of today, the devices have been in Game’s possession since 12 May, and I have received no feedback, no replacement, and no resolution.

Meanwhile, I am being billed monthly for devices I do not have, and was never issued functional replacements. This is not a fault on my part — the issue was with the devices supp**** by Game and Vodacom. Even Vodacom has stated that they cannot assist, as the phones were sourced from Game, who has provided me no support or communication.

This is not only gross negligence — it is a clear violation of my consumer rights.

In terms of the Consumer Protection Act (CPA) of South Africa, Section 55 and 56: Consumers have the right to receive goods that are of good quality, in proper working order, and free of defects. If goods are found to be defective, the consumer is entitled to a repair, replacement, or refund within six months of purchase.

I fully comp**** with this — returning the faulty goods within FOUR days. Instead of receiving a refund or replacement, Game kept the devices and left me without phones, without updates, and without accountability.

This is not a minor customer service issue — this is outright theft. I am paying for devices that are in Game’s possession, and I have nothing in return. I chose a contract option because I could not afford to buy the phones upfront — now I have no working phones, and I’m still being charged every month.

My demands: Immediate cancellation of both contracts, OR replacement with brand-new working devices

Compensation for the period I have been charged without receiving the goods

A formal written apology from Game Brits Mall

Confirmation that my consumer rights will be upheld and that this matter will not be repeated

This ordeal has caused severe inconvenience, especially since one phone was meant for my child to complete schoolwork and the other was essential for my own work needs. Lebohang Maqhosha Contactable for resolution: *** / ***