Cancellation confirmed but still being billed

I have been a loyal customer with Teljoy for many years. On 1 September, I requested to cancel my account and was assured that no cancellation fees would apply. I also asked if the collection company could please bring bubble wrap to protect the products.

Since then, I have sent emails, spoken to agents, and even followed up via WhatsApp. Despite this, the collection company arrived, waited less than five minutes, never got out of the van, and left without assisting with the products.

Now I am being billed for items that should have been collected, and my communication feels ignored. After years of loyalty, this experience has been disappointing. I hope Teljoy will resolve this matter promptly and improve their customer service and collection process.