Paid up bed and faulty without a paid up letter.

Hellopeter

I had ordered mattress and base with homechoice last year. First payment done end of July 2019.

This year January i settled the account after making a call to confirm my settlement amount. Last week I received an sms claiming I owe them R109 with a balance of R114.

I made a call to understand their statement as I had settled the account and paid R7 extra just to be sure there are no cents hidden somewhere. I spoke to a guy called Mark who said that will be corrected. I asked for a paid up letter and statement showing all my monthly payments till in January 2020 as I also have a query with the balance that was showing that there is a 3months payments not counted in my account.

Till date I have not received that letter.

On the call I reported the mattress with a fault and he said he logged in a call for me and someone will contact me to sort out or examine the mattress. Till date no one has called me.

Please note all homechoice lines don't go through anymore and I dont know what to do or how to report the bed or do a follow up.

Today 13 February 2020 I called the Johannesburg branch and I am told to come to their store in order to get a paid up letter.

Why is it so difficult to get things done telephonic ally same as when placing an order or when they call to sell something. Now I have to go from pillar to post for the product to be fixed or replaced or get a paid up letter?

Please help.