URGENT

Hi Sharon

As per our meeting on Saturday 01/02/2020, the following is of note

On the 05/01/2020 I came into your store and was helped by your consultant Janiel Mitchel. I was interested in doing my upgrade and she gave me all the device and package options etc. She explained to me about the Samsung S10+ device for R599 over a 24-month period which was with a package where i would receive R175 value airtime as well as once off 10gig data. She also said that i would receive a R1000 voucher from Samsung which i could use for accessories in the store. Upon her printing the necessary paperwork and myself signing it off, i also paid the admin fee of R150. After she went to check for the device she returned telling me that there wasn't any stock of said device and that she would place an order for it and it would be at the store the following Wednesday 08/01/2020. Wednesday came and left and i still have had no feedback from her, i left it until the Saturday 11/01/2020 on which i whatsapped her regarding the delay of my device. She advised that the stock hadn't arrived yet and that she would get her manager to contact me and explain.

Needless to say by Monday 13/01/2020 i still have not heard from her or the manager on which i whatsapped her again enquiring. She responded with a screenshot stating that the device that I signed for was discontinued and that the store was trying to source one from a Johannesburg branch. On Wednesday 15/01/2020 she sent me a message to say the store is waiting on delivery of the device and that i could take delivery the next morning 16/01/2020. The next day I asked my husband to collect the device as Janiel said that he could take delivery on my behalf as well seeing that i was at work.

On Thursday 16/01/2020 my husband went to the store to collect, while he was there Janiel came out of the back {probably the back office} with a Samsung Note 10 and not the Samsung S10+ which i was supposed to receive. She then asked him if I wouldn't be interested in the Samsung Note 10 seeing that the Samsung S10+ was now discontinued, she also made mention that the Samsung Note 10 was infact a better option. My husband asked her to give me a call rather as i am the account holder and he wasnt sure if i would want a different device. She then called me and asked same on which I enquired about the contract amount as i did not want to upgrade to a higher paying package. She advised that they could give it to me for R549 over the 24-month period on the same package and with the R1000 Samsung Voucher which needed to be redeemed in store on collection of the phone.

I agreed to same as it sounded like a better deal to me and seeing that the Samsung S10+ was now discontinued. She showed my husband all the accessories that he could choose from the voucher, he wanted 2 x wireless chargers with this voucher which there wasn't stock of. She advised that she would place the order that day and he could collect within a week. The following week on enquiring we were told that the stock hadn't arrived yet and I left it to the following week which was last week. I then sent Janiel another whatsapp message as she wasn't answering her cellphone and the store phone was just ringing. She did not respond to my whatsapp message.

I then tried calling the store again and after a few times i managed to get through and spoke to the manager which was you Sharon. You advised that you infact had no knowledge of any outstanding orders for me etc. I then came into your store on Saturday 01/02/2020 and you advised that Janiel is in fact no longer in your employ. I then explained my ordeal from the beginning and you advised that there is in fact no contract to that value and that there was no Samsung Voucher as well. Your colleague also printed something for me which i then noticed the amount which was now R649 per month and over a 36 month period! You also could not find a copy of my signed contract and said you would request and forward to me.

In a nutshell... I upgraded based on the information i received from your sales consultant Janiel while in your employ. I have worked out my budget based on same. There is no way i can continue with this contract based on the new info that came to light on 01/02/2020 as according to me it is false. I would urgently need for you to find my SIGNED contract copy as well as your recorded telephone calls where you would clearly hear the offer that she made to me on the 16/01/2020.

Please note that i CANNOT WAIT until this matter is escalated as this issue is not an error from my side but from one of your consultants. In the meantime Vodacom is deducting this incorrect contract amount from my bank account which i did not give permission for verbally or in writing.

I told you i have no issues returning the device to which you advised that its not possible as the device has already left the store. Please also note that you dont have any signed paperwork from me stating that i received this device, if Vodacom cannot bill me the contract value based on the above info then i would have no other choice but to take this matter further.

Please advise soonest