Misleading sales gimmick, False information, Tricking Pensionars

I am writing to lodge a formal complaint regarding a streaming device and service that was sold to my father, AND mislead by information as a sales trick, by one of your sales representatives. The sales representative initially presented the product directly to me, and during this sales discussion I was informed of the following:

That the remote control is voice controlled.

That the monthly package costs R189 and is all inclusive.

That the device is plug-and-play and simple to install.

Based on these representations made by the sales representative, I informed my parents that this appeared to be an excellent product and suitable for their needs. My father then proceeded with the service and the device was delivered to their home.

However, my parents continued using their existing premium television service until 7 March, as that subscription had already been paid for. When I attempted to install the device on 7 March, it became immediately clear that the product had been misrepresented.

The following issues were discovered:

The remote control is not voice controlled, contrary to what was communicated during the sales process.

The R189 package is not all inclusive, as additional requirements and costs apply.

The product and service therefore do not match what was promised or sold.

When I contacted your technical support department to clarify these discrepancies, the consultant appeared surprised and even amused when I explained that the sales representative had claimed the remote was voice controlled. This response further confirms that the information provided during the sales process was incorrect.

For clarity, I have formally requested the voice recording of the original sales conversation, which will confirm the representations made during the sales pitch.

My father is 71 years old, and it is extremely concerning that a pensioner has been placed into a service agreement based on what appears to be misleading sales information. This situation is unacceptable.

As a result, I demand the following with immediate effect:

Immediate cancellation of the service and contract.

Collection of the device from my father’s residence at the address listed above.

A full refund of the R189 and R198 that have already been debited from his bank account.

Immediate removal of the debit order from his bank account to prevent any further deductions.

An investigation into this matter has already been logged. Should this matter not be resolved by close of business on 12 March, I will have no alternative but to escalate the matter further by lodging formal complaints with the relevant consumer protection authorities and the appropriate ombudsman for misrepresentation and unfair sales practices.

I expect written confirmation that the above actions will be taken without delay. WHICH I HAVE NOT RECEIVED TODAY AS REQUESTED Louise