Vodacom Mall of Africa

I am very disappointed with your service, I am writing to formally lodge a complaint regarding a highly disappointing experience at your Vodacom Mall of Africa branch following my recent device insurance claim.

After losing my phone, I visited the store to process a replacement. I explicitly informed the consultant that I preferred either a Samsung or Apple device. Despite this, the consultant attempted to persuade me to accept a VIVO phone — a brand I had clearly declined. While I was still under emotional distress from the situation, she insisted the VIVO had similar and higher features and performance, which I now know to be false.

I feel misled and taken advantage of during a vulnerable time. I am now being charged an amount equivalent to a Samsung I wanted for a device that is not in the same class in terms of performance or value.

To make matters worse, when I attempted to return the phone — well within the 10-day return Law— I was met with resistance and ongoing run-arounds from the store.

This is completely unacceptable and reflects ********* behavior on the part of your staff, prioritizing sales over customer service and transparency.

I request the following actions be taken immediately:

1. The return of the VIVO device and change of the agreement so that I get the phone I wanted initially.

2. An investigation into the conduct of the consultant involved.