Faulty Unit

I have a faulty mattress and this is the second mattress with in 2 years.

I have logged a complaint on the 2020/11/09 and was advised it will take 14 days for someone to contact me to come inspect the base unit and then arrange the exchange.

Up until date nobody has contacted me I had to call the call centre *** to follow up and when I called today the lady I spoke to Boitumelo who had advised me that there is a R800 warranty charge.

How can I get charged yet no one came to inspect the base unit and my base unit has 10 year warranty and this is a factory defect.

I want the bed to be exchanged and some one to contact me.

SM-SLEE-***