Billed for old AND new TV (it was an upgrade) - UNACCEPTABLE

I upgraded one of my units with teljoy (TV) from a normal HD TV to a Smart TV on the 23rd of June 2022. A lady called Promise had to book the old TV in for collection (as I already received the new TV and the old one goes back to Teljoy) but this was not done. On the 11th of July I spoke to Promise again where she had to book in the TV for collection again as she forgot to do it the 1st time. She promised that I will not be charged for the old TV. Wednesday the13th of July I spoke to a gentleman in customer service and he confirmed that the unit has been booked to be collected and I will not be charged for the old TV. The TV has not been collected again (Today's date: 18 Jul 2022) I spoke to a lady called Autricia this morning to confirm when they will collect the old tv and that I will not be charged for the old tv; she then said the billing went through and I will be charged for the old TV AND the new TV.. She said that Teljoy will debit my account for the old AND new TV. This is very unacceptable and I need someone to phone me with a resolution as I will not be able to afford both the TV's..