Shocking service and ********** billing by Teljoy

I app**** to have an air-conditioned I have on contract with Teljoy upgraded last year. Eventually months later a team arrived with the long await unit. To my surprise I was told by the installers and Teljoy representative on the phone on speaker phone with the installer, that the unit was not an upgrade but a second unit on contract. After much deliberation and annoyance I agreed to take on a second unit. The first unit was just to small to cool the room and I was in need of the second unit so accepted it as another contract and agreed to keep the first unit.

As the installers where busy installing the unit I went to attend to some work I had to do. On returning to my lounge I find that no one was there they have left my premises. I asked my daughter what had happened she said the man quickly packed up and took the one unit with him. I phone the contractors office and requested that they turn around and bring back the unit they had taken that I had on contract with Teljoy and as such was my property. I was told they could not do that. I phoned Teljoy to explain that the contractors had taken the unit with them. Eventually many calls later on the day I spoke to Dianna (not sure of spelling) who I was told was the customer services manager. She assured me that my unit was accounted for. I was not to worry that it had been ****** as I was very concerned it had been ****** by the contractors and still under my name with Teljoy. I was assured this was not the case, it was just a misunderstanding. Which I did not believe as the whole way the unit was quickly packed up and the contractors rushed to leave my house without cleaning up any of the mess or papers they had left strewn around my veranda or pool area seemed very concerning to me. The contractor had clearly heard the conversations I had with the customer consultant by the name of Neva (not sure of spelling) Which was not the case as the contractors and myself and the Teljoy consultant all spoke over the speaker phone about both units being mine under contract with me. I told the manager that I wanted to go to the police and open a case of theft. I was assured that everything would be resolved by her and no need to report this matter to the police. Now three months later I am being billed for a second unit.....I do not have and that Teljoy assured me they had sorted out three months earlier. I contacted Audrey last week and asked why this is she called me back to say that the warehouse manager is trying to find the unit so a credit can be passed. When I told the consultant Audrey that I spoke to last week that I will write to Hallo Peter every day that they take to fix this and refund me, she laughed in a s****** at me on the phone repeating what I said about Hallo Peter loudly several times. I said it will not be so funny when her directors see this shameful complaint on Hallo Peter. She phoned back once last week to say they are still looking for it in the warehouse. Three months later and still looking for it in the warehouse. Who can believe these lies. It is missing and I am paying for it. Theft is what it is.

Now today I phone Audrey back and she pretends for at least a few minutes not to know me. Eventually after the amnesia passed and she recalled my name and still could not help to sort out my account as she said she was waiting for the warehouse. I asked that she put me through to a manager. This took some time that I waited on the phone. It seems very difficult to find a manager in that company. I then was put through to Paul who said he is the team leader. The call was quickly cut off off.....then after waiting for him to call back which he never did I returned the call hoping it wouldn't get mysteriously cut off again. Again I was told the same story Audrey had given me that they are trying to find the unit in the warehouse and waiting for the warehouse manager to come back to them. So this means that I am paying for a unit they cannot find and will not credit me for until whoever stole it returns it. Unbelievable..... three months later they still cant find a unit that I told them about only minutes after the contractors left my home with . Why did no one on the day follow up with the contractors and get my unit from them then pass a credit taking the unit off my account. I spoke to the manager Dianna who assured me they had a big meeting about this matter and it was all sorted out back then. So why then three months later is this unit still on my account and missing and why is the warehouse manager three months later still looking for it. How big is the warehouse? Seems very unlikely more like a case of ***** and theft. I want my account corrected and refunded. What a shocking way to treat me a long standing customer.

This company is so ********* and unhelpful. Totally disorganized and their customer care department seems to think my case is a huge joke. Really a unit worth more than R10 000 on contract in my name was ****** by their contractors and no one ever followed up on where it was or actioned correcting my account for months and months. Disgusting service from not only the person who captured my upgrade application as a second contract but to the useless consultant that I spoke to on the day that the unit was ******.... and the manager who totally **** to me that she would personnel ensure everything was sorted out. Including Audrey who only in the last week has done nothing about refunding my money nor finding the unit and Paul whos call drops this morning..... how convenient. I am so frustrated with this matter and intend to open a case of theft today with the police. How can this really be happening ! Where is my air-conditioned and why has it not been taken off my account for three months. I want action to be taken by senior management at Teljoy and my account corrected and refunded today not when the warehouse finds a unit that you all very well new on the day was taken from my home by *****'s working for you Teljoy.