No service to a long term client

On the 8th of July, I called Customer care to ask how I must approach my bed, that I rented from Teljoy, to be fixed/replaced, as it started tearing after I lifted it for monthly rotation. Its not even 6 months old.

Upon the request, the consultant informed me to send an e-mail to customer care.

11th of July, I did just that...

Two weeks later, I still have no response.

I am utterly disgusted and disappointed in this service after I have been with Teljoy for almost 10 years.