Charged for services not used

I handed my handset in to Autopage Nigel branch for the third time in that year, in November 2013 for replacement after it had been handed in twice for repairs within the first year of having it. That was the last I saw or heard of my handset. The staff always said they would look into it when I phoned, with the promise to phone me back. Then one lady said that they are not responsible for the handset, even though it was still under guarantee! I kept on phoning Autopage to query when I could expect my replacement, with the same answer every time - they would phone me back, which they never did. Then they have the cheek to invoice me for a service I never had through no fault of my own. Today I have resorted to sending a complaint to the Managing Director as well as the Provincial Consumer Affairs Council. These companies want payment from the client, but couldn't be bothered to keep their obligations. I refuse to pay for services I could not use due to the incompetence of Autopage staff in the loss of the handset. It negatively affected my therapy practice as patients need to be able to contact me in emergencies.