Vodacom Refusing Refund on Faulty Handset – Ignoring CPA & Communication

I purchased a handset cash from Vodacom in September 2025. From early on, the device experienced ongoing issues that were not caused by misuse or damage.

I returned the handset to the Vodacom store in November 2025 for assessment. I was informed that no customer-induced damage was found. However, the device was sent for repairs without my consent, and I was never asked whether I preferred a repair, replacement, or refund.

Since the phone was returned from repairs, I have not used it at all, as I no longer trust its reliability. Due to the inconvenience and urgency of needing a working phone, I had to purchase another device at my own expense.

I have since returned to the store and attempted to contact them multiple times, including via email, but have received no meaningful assistance. An email in which I indicated that I would consider legal action if the matter was not resolved was completely ignored.

In terms of the South African Consumer Protection Act (Section 56), consumers have the right to goods that are of acceptable quality and, if faulty within six months, the right to choose between a repair, replacement, or refund. This choice was never given to me.

I am formally requesting a full refund for this handset. I do not consent to further repairs and will not accept the device back.

I am disappointed by Vodacom’s lack of customer support and disregard for consumer rights. I am posting this publicly in the hope that Vodacom will finally engage and resolve this matter, failing which I will proceed with formal complaints to the relevant consumer protection bodies.