Where is the prize I was told I won?

I completed a Vuma survey/competition in July, taking the time to provide the information requested. On 21 August 2026, I received an SMS stating that I had won one of 4,000 Google TV Sticks, that my package was out for delivery that day, and that I had been given a verification code to provide to the driver upon delivery. I have the SMS as proof.

Obviously, I was excited because I had actually taken the time to participate, and I had been told I won.

The problem is that the prize never arrived. I have received no follow-up communication, no explanation and no indication of what happened to the delivery.

When I eventually contacted Vuma to query this, the experience became even more frustrating. It was already difficult to find proper contact details for the company. After spending a long time on hold, I explained the situation to the salesperson and was told, essentially, that there was no such competition and that this had never happened.

How can I receive a message from what appears to be a Vuma-related number telling me that I have won a prize, including a verification code and delivery information, only for your own representative to tell me that no such competition exists?

I asked for an email address so that I could provide the SMS and other evidence I have, and instead I was told to Google the email address. This is unacceptable customer service. Contacting Vuma should not feel like trying to find a company that doesn’t want to be found.

And this isn’t even the only issue I have with Vuma. The actual service has been extremely disappointing. The Wi-Fi connection is inconsistent throughout my home. The router is in the dining room, yet the connection barely reaches the rooms at the back of the house. Ironically, the connection is sometimes stronger outside the house than it is in certain rooms inside it.

I have therefore reached the point where I am seriously considering cancelling my Vuma service.

I completed your survey because I was engaging with your brand as a customer and because there was an advertised incentive attached to participating. I held up my end. I completed the survey. I was subsequently informed that I had won. So where is my prize?

If this was simply a customer survey, Vuma could have said so. But if you tell customers that they have a chance to win something and then explicitly tell them they have won, there needs to be accountability when that prize is not delivered.

I expect Vuma to investigate this matter properly, confirm whether this competition was legitimate, explain why I was informed that I had won, and provide clarity on the whereabouts of my prize.

I have retained the SMS and other evidence and will be escalating this matter further if it is not resolved.