Unfair treatment from Vodacom

I am very disappointed in how Vodacom handled my phone problem. In December 2021 I was due for an upgrade of which I didn't take. I then lost my phone in January 2022 of which then forced me to get a new phone, I then upgraded. I was assisted online by an Agent named Busi, who was very friendly, she then informed me that I can collect my phone at Mall of Africa Vodacom shop, I had chosen a Huawei Nova 9. So before going to Mall of Africa I first called them to inform them IL be coming later that day to collect the phone, but the lady who answered said no I can not come collect the phone because their store phones only go out of the store if you do the upgrade with them,of which IL be charged for that upgrade IL be doing with them. Now this confused me as the lady that assisted me on the phone said I should just show them my reference number and IL get the phone. The Agent from online called me back about an hour later and I told her what Mall of Africa Vodacom shop told me and she called them, then came back to me and said I should go to Mall of Africa and ask for a guy called, he will assist me but there isn't anything I need to pay for as everything has been handled online. So later that day I went to Mall of Africa to get the phone Huawei Nova 9 with a reference number which I was not asked to produce.

The guy who assisted at Mall of Africa gave me papers to sign at which at that point I thought were collection papers and not my contract cause he did not even give me my own copy to have. He gave me the phone, we did sim swap I paid then I left. Nowhere was I told I couldn't return the phone should I not be happy.

Unfair Treatment

me To *** 9 Feb at 10:29 Good Morning

My number *** was due for an upgrade since December 2021 oh which I didn't take up.

I only upgraded my phone on the 27th of January 2022 due to losing my phone.

I called through to Vodacom and I was assisted with an upgrade, the lady Busi who assisted me then informed me to fetch the phone which is Huawei Nova 9 from Mall of Africa with a reference number which I was not asked to produce.

The guy who assisted at Mall of Africa gave me papers to sign at which at that point I thought were collection papers and not my contract cause he did not even give me my own copy to have. He gave me the phone, we did sim swap I paid then I left.

Nowhere was I told I couldn't return the phone should I not be happy.

When I got home I opened the phone charged it then downloaded my required apps, all my whatsapp data is backed up so if I lose my phone I can still retrieve it.

Now when I download my what's up and most of my other apps none of my information comes back of which then means the phone is not useful for me.

The next day which is not even 24hours later I called the customer service line and informed them that I'm not happy with the phone I'd like to bring it back and get another phone.

I was informed that I should speak to a Bytes consultant because they dealt with my online application.

I was then transferred to Bytes and I spoke to the consultant and I was informed that my phone would be picked up within 7 working days then once I receive an sms that phone is collected I should then call in again to cancel my contract and make another one. I agreed then waited.

10 days later I call in as 7 working days have passed and I'm then informed my request has been declined due to me collecting the phone in store. This then confuses me as to why they gave me the option to collect at the store if this would be a reason to decline me, And now because I signed a contract this then means I can not take the phone back.

How can I be treated this way as a client? I am not happy at all and I according to my knowledge if you not happy with a purchase it can be returned within a certain period normally 5days which is called the cooling off period.

I informed vodacom of my happiness I sent them an email and their consultant called me, I explained again to them my unhappiness she said she will escalate. And again I got an sms saying my case is closed with no solution nothing.

I feel very much wronged.