COMPLAINT REGARDING CONTRACT

I am writing to formally lodge a complaint regarding a second contract taken out on my Vodacom account on 07 February 2026 at the Cradlestone Mall Vodacom branch.

I initially approached the store with the intention of taking a contract for either a Samsung Galaxy S25 FE or an iPhone 15. During the consultation, I was asked why I preferred these specific devices. The consultant assisting me then strongly recommended the Oppo A6 Pro, stating that it was “equally good” and “basically the same phone as the Samsung”, with the only difference being the contract price.

Based on this representation, I agreed to take out the contract for the Oppo A6 Pro. I am a pensioner and I am not up to date with modern technology, particularly mobile phones and other digital systems.

After using the device, it became immediately clear that the information provided to me was incorrect and misleading. The Oppo A6 Pro (2025) and the Samsung Galaxy S25 FE are not equivalent devices. The Oppo A6 Pro is a budget-to-mid-range handset, primarily focused on battery capacity (7000mAh) and fast charging (80W), whereas the Samsung Galaxy S25 FE is a higher-tier device with superior performance, processing power, and overall user experience.

In my experience, the Oppo A6 Pro has demonstrated poor performance, including lagging, slow processing, and overheating, making it unsuitable for my needs and inconsistent with how it was represented to me at the point of sale.

I returned to the Cradlestone Mall branch on 08 February 2026, less than 24 hours after the purchase, to request cancellation of the contract. I was informed that the device would need to be tested and that a process must be followed. During this interaction, the consultant became defensive and stated that choosing the phone was “my decision”. I consider this response to be a deflection and an attempt to shift responsibility, despite the fact that my decision was made based on the consultant’s advice and representations.

The consultant’s statements that the Oppo A6 Pro and Samsung Galaxy S25 FE are “basically the same phone” constitute a material misrepresentation, which directly influenced my decision to enter into the contract.

In light of the above, I hereby formally request: Immediate cancellation of the contract, or

Replacement of the device with either the Samsung Galaxy S25 FE or iPhone 15, without any penalties, or

A full reversal of the transaction, in accordance with the CPA. I trust that Vodacom will address this matter with the seriousness it warrants and uphold its obligations under the Consumer Protection Act.