FINAL LEGAL NOTICE: Failure to Resolve Damaged Samsung TV Purchased via Vodapay

To Vodacom Legal Department / Executive Complaints,

This communication serves as a formal legal complaint and final notice regarding Vodacom’s failure to resolve a damaged Samsung TV purchased by me via the Vodapay app.

The TV was delivered to me in a damaged condition. Samsung conducted an inspection and explicitly confirmed that the damage was caused by handling during delivery, supported by visible damage to the external packaging. This establishes, beyond dispute, that the product was defective upon delivery and that liability does not rest with me.

Despite this confirmation, more than five (5) weeks have now passed with no repair, no replacement, no refund, and no written feedback from Vodacom.

I have contacted Vodacom customer care on multiple occasions and dealt with the following agents: • Ntokozo • Kelebogile • Andile

Each interaction resulted in the same response: that the matter had been “escalated to back office” and that I would be contacted. No such contact has occurred. This repeated misrepresentation and failure to act amounts to unacceptable service delivery and neglect of consumer obligations.

Vodacom’s conduct is in direct violation of the Consumer Protection Act (CPA), specifically provisions relating to: • Supplying goods that are safe, of good quality, and free of defects • The consumer’s right to a timely repair, replacement, or refund • Reasonable response times and effective resolution of complaints

At this point, Vodacom has failed to meet its legal obligations and has demonstrated a lack of intent to resolve the matter voluntarily.

I hereby demand, within 7 (seven) calendar days of receipt of this notice, written confirmation of one of the following: 1. Immediate replacement of the TV with a new, undamaged unit; or 2. Immediate repair at no cost to me

Should Vodacom fail to comply within this timeframe, I will proceed without further notice to: • Lodge a formal complaint with the National Consumer Commission • Escalate the matter to the Consumer Goods and Services Ombud • Seek further legal remedies available to me under South African law

This matter has already exceeded reasonable timelines and should never have reached this stage. I expect urgent action and a definitive resolution.

This is my final attempt to resolve this matter directly with Vodacom.

Regards, Kresan Naidu