DOUBLE DEBIT SALES MISTAKE

<p>Good Day, Teljoy Complaints Department.</p> <p>December of last year my television started acting up. I then notified Teljoy technical support about this and they then collected my television, gave me a loan television and within 3 weeks they fixed my Television. However, this was not a smooth process as I would expect. Around January of this year, I did raise some concerns regarding my remote etc. And they did resolve it accordingly.</p> <p>After just three months of them fixing the television, It broke again. The back globe of the television then blew, and this caused my electricity at home to trip. I then immediately notified Teljoy of this. After a few days, they then brought me a loan Televisions. For more than 3 Weeks I watched tv on the loan Televisions and waited patiently for Telejoy to bring me a brand new Televisions - as I told them that I'm not going to take the same Television back the third time knowing it might pose an electrical risk at my home. They then agreed and said they would provide me with a new Television.</p> <p>After I heard nothing from my good friend at Teljoy on the 03/03/2017, I took the initiative to call them myself and ask them; When on earth are they going to bring me my new Television and coming to fetch their loan Television?</p> <p>I then got serious run-around from allot of people once again And weren't happy with this. So what I decided to do was Is to upgrade my Television packages from 50" Hisense television which was R420 to R490 49" Samsung Full HD Curved Smart TV. I looked at this Television on the website, was happy with the small price difference of R70 and knew there wouldn't be a huge affordability issue for me.</p> <p>So I took the step in good faith and called my trustworthy Sales Consultant Peter Nelson. He then conducted a full risk analysis on my income over expenses etc. And did all the checks and then realised that I would be able to afford the extra R70 a month. I then told Him that he could then continue with the sale and replace this Samsung with my previous television. And that it wouldn't be an addition but just and upgrade and that He should note that on the system! I also mentioned to Peter that I currently have the loan Television mounted on my wall and that they need to collect that Television if they bring my new Television on the day.</p> <p>Peter confirmed that he was happy with all of the abovementioned premium, the upgrade, the cancellation of the previous Television and that they would collect my loan Television. Hence me calling in the first place.</p> <p>A week later and I was enjoying my new Television. But the weird thing was when they delivered my television, The guy told me that he was never told to collect the loan Television. Which I felt was weird at the time but thought they would send someone else for loan collections.</p> <p>After a day-or-two passed and they never collected the loan television. I once again took the initiative and informed Telejoy about this. This was on the 08th of March 2017. On the 09th of March 2017, someone contacted me and made arrangements. I informed them that I'm only available on weekends and they said they will make a plan - and unfortunately I have never heard of them again.</p> <p>Today 29/03/2017 I then decided again that I have to call Telejoy again because the Television has been standing in my garage at its own risk and I've given Telejoy enough time to collect the Television and they have failed to do so. Unfortunately, I have been very busy and have not had a chance to call every since. I then spoke to Michelle - Which I'm sure I spoke to in the first instance where I made the arrangments to collect the loan tv in the beginning. She then told me She would call me back and never did!</p> <p>Not long after I received a call from Peter Nelson. Peter then told me he received a call from the technical department that he needs to make arrangements for the collection of the loan Television? I then agreed and made agreements. I then asked Peter why this was never done? He then told me that he never made a note on the system for the driver to collect the television? The next question I posted to Peter was; Am I still going to be paying for this Television at the end of the month? Also is there any chance that he could stop the debit order?(Month-end March 2017) - He then Told me He would then call me back with an answer.</p> <p>At around 15h45 He Called me back telling me that I am in fact going to be paying for the loan Television at the end of this month! And there is NO way that he can stop the debit order and that the only solution he can give me is that he could ask them to refund me. I then told Peter that this is not on! And that a Risk analysis was done on my affordability of R70 more a month, which means I can not afford a cent more. Also, I never approved a cent more, and that if Telejoy takes a cent more than what was approved that they would not be treating me fairly as the customer and that I would be taking all the necessary steps involved. I then asked him how long it would take for the money to be refunded after it was debited?</p> <p>Peter once again said that he would call me back and give me an answer at a close of business today. At around about; 16;20 Peter Nelson's Supervisor Shaun called me also admitting that all the above mentioned is Teljoy's fault and they take full responsibility for what has transpired. However, He cannot give me an exact timeline of how long it would take for my money to be refunded into my account after it was debited.</p> <p>I then told Shaun that I was not happy with this and what has transpired here. Shaun then promised that He and His Manager/Head would resolve this matter and give me a concrete answer at 09h00 tomorrow 30/03/2017.</p> <p>So the following I write to whom it may concern;</p> <p>I don't appreciate the service I have received thus far at Teljoy. I feel that It is nothing short of pathetic what has transpired here. Please could I get the following done;</p> <p>- I would like the explanation in writing what exactly has gone wrong here. Also, why there will be extra money going from my account this month?<br />- What Teljoy will be doing for me for the financial and emotional damage they have caused me.<br />- Refund my money within 3 - 5 working days after it has gone off my account.<br />- Collect the loan television at my convenience. Not when your drivers in your driver's availability.</p> <p> </p>