Highly disappointed

My wife and I app**** for a TV at the end of Jan. Got approved and on the 7th the TV came late the afternoon.

When we assembled the TV as per instructions, we noticed that there was a fault with the TV. I immediately emailed Teljoy and my wife called them on the 8th to report it via phone call.

We were told that the matter would be sorted within 2 to 3 business days.

Today is the 19th and the matter is not sorted.

When my wife calls, she is told that they are awaiting feedback.

What bothers me is that I asked to be updated on the progress and be kept in the loop as I need to make arrangements to get off work if and when they decide to come to check the TV. But when I WhatsApp them, I get ignored. My emails are ignored.

What must we do?

I understand that sometimes things take time when there are more than one party involved etc. But if we don't call, we hear nothing. And 11 days should be long enough to sort this matter.

Very disappointed as we are completely in the dark and don't have a clue as to when and if this matter will ever be resolved.