Fed up Customer

Good day.

I had 3 accounts with House and Home in N1 City which the 2 accounts are paid up last month i'm currently still paying on the main account which will be paid up within a few months. My review today is, i bought a Hisense Television 50inch unit which i'm still paying for.On the 03.07.2019 my television would not go on i then phoned House and Home, i spoke to a lady called Stephanie who informed me that a call was logged and a tech would come out to look at my television so on the 04.07.2019 there was 2 guys from Hisense to check on the television, i was not present as i was still at work,but my Mom was there to assist. According to the 2 guys they told my Mom that there was ****roaches in the unit and they need to report it back.So my Mom gave me that message and i waited for the Branch to contact me which they never did so on the 06.07.2019 i took the unit back to the store and wanted to know what was happening as i never received any feedback as to what the next step was going to be regarding the findings. The Branch Manager of the store Mr John informed me that Hisense did not come back to them,but as soon as they do he will contact me.On the following day the 07.07.2019 one of the ladies at the Branch gave me a call and this is what she had to say.Miss Ceylon Hisense is not going to fix your unit as it is ****roach invested, i asked her so what to i do now as i'm still paying the account and i do have insurance on the unit her reply to me was well they not fixing it and that's it so i asked her politely so i'm willing to pay for the cost myself as long as Hisense can just fix my unit for me she rep**** in a very rude manner "No they will not fix it and i need to get someone else to fix the television for me and when are you coming to fetch the unit as it can not stand here i then rep**** its fine ill get back to you. After that conversation i then called up their Head Office which is Rainbow Finance and spoke to Megan which gave me the Customer Care contact number in Johannesburg.Thereafter i send in an email to *** and explain my experience i just received from the Branch i waited about 20 minutes and called in to Customer Care and spoke to a lady called Margarette while i was busy giving her my details she asked me if it is Miss Anthea Ceylon i said yes and she told me that they've received my mail and are working on it. On Monday the 15.07.2019 i called Margarette just to find out if there was any news regarding the complaint, she said she will find out with the Branch and get back to me which she did just to inform me that she did speak with the Branch Manager John which told her that i need to take the unit to the Depo myself i then ask her where is this Depo and she told me she would contact the Branch again and get back to me until then i am still waiting on that call from her.

The problem i have is the way the Branch is handling the situation also how they are handling me as a paying customer the way they talk to me and not getting back to me as discussed or evens notifying me of any new outcome.I am the customer i'm still paying my account i have All Risk Insurance on that unit and they tell me they will not fix my Tv Unit where as i even volunteered to pay for the damage myself just as long as Hisense can just fix the unit for me,cause if someone else work on the unit i will loose my insurance and everything lapses. I am deeply disgusted with everyone even their Customer Care Office.

Please assist me in this matter as this is not the first time i'm receiving this kind of service from House and Home N1 city.

Kind Regards. Anthea Ceylon.