Poor Service & unresolved FauoPhone Contract

Complaint Title: Poor Service & Unresolved Faulty Phone Contract

I am extremely disappointed with the service I’ve received from Incredible Connection. I currently have a contract with them for two phones — one for myself and one for my daughter. From the very beginning, my daughter’s phone had camera issues, and I returned it to the store over 6 months ago for repairs/replacement.

Despite numerous follow-ups, I still have not received a working replacement. For 6 months, I’ve been paying for a phone that I do not have and cannot use.

Out of frustration, I requested to cancel the contract for the faulty phone. However, the store informed me that I can only cancel within a 1-month cancellation period — something that is not mentioned anywhere in my contract. This feels extremely unfair, especially considering the fault is not on my side but due to Incredible Connection’s failure to provide a working product.

I even contacted head office, but they redirected me back to the store, which continues to refuse to assist me. This back-and-forth has left me stuck with no resolution and out of pocket for months.

All I am asking for is a fair outcome: either provide a working replacement phone immediately or cancel the faulty contract without penalty. Paying for a service I cannot use is both unreasonable and unacceptable.

I hope this matter will finally be resolved.