Non-Receipt of Contract Benefits – Samsung Galaxy S25 FE Deal+ AHUL not set

I am writing to formally lodge a complaint regarding a new cellphone contract concluded through Vasco Connect, which has not been fulfilled as agreed.

On 09 December 2025, I requested a call-back via the MTN online platform and was contacted by Vasco Connect, where I was assisted by a consultant named Lungani Xaba. During this call, I explicitly confirmed and agreed to the Samsung Galaxy S25 FE deal, which was advertised as including a Samsung Tablet, on a 24-month contract.

The handset was delivered on Friday, 12 December 2025; however, the tablet was not included. I subsequently contacted the Vasco Connect WhatsApp support channel to request assistance and clarification regarding the missing benefit, but to date, no response has been received.

Furthermore, during the sales process, I was advised that the contract would be activated as an open line. I specifically requested that the AHUL be adjusted to R0, which the consultant confirmed would be done prior to activation. Upon reviewing the line after activation, I noted that the AHUL was incorrectly set to R2,300, which is not aligned with what was agreed upon. This error could have resulted in unintended financial exposure and reflects poorly on sales accuracy and customer care.

I hereby request the following:

Written confirmation of how and when the Samsung Tablet included in the deal will be redeemed or delivered.

Immediate correction and confirmation that the AHUL has been adjusted to R0, as agreed during the sale.

An explanation for the lack of response on the official Vasco Connect WhatsApp support channel.

I trust this matter will be treated with urgency. Should I not receive satisfactory feedback within a reasonable timeframe, I will be compelled to escalate the matter further.

I look forward to your prompt response and resolution.