Customer service or lack thereof!

Unfortunately I could not write this review without awarding a star so this one star goes to Imelda of the Port Elizabeth office. I returned an oxygen converter in December 2020 to Imelda and she informed me to get my deposit refunded I had to email certain documents to Vicky Chotia at VitalAire head office which I did. When I checked my bank statement I realized I had not been refunded so I sent Vicky a follow up email but had no reply. I then spent 2 weeks trying to call her but kept being told we are all working from home / the building is on fire / she is off ill/ we are installing a new telephone system without any success. Yes I was once told the building was on fire! I eventually managed to speak to Vicky who had no record of any correspondence with me.....she eventually “found” my emails in her spam folder. She asked for more documentation which I said I would email immediately. In my email I asked for confirmation she had received my emails. No reply. I then managed to speak to a Karen Zaayman who said she would follow up. Two days later I still had not heard anything and when I called I was informed she was now on leave. Eventually on Monday May 10th I managed to speak to Matimu Mashaba, the credit controller, who told me he was unable to do refunds on Mondays or Tuesdays I would have to wait until Thursday as all refunds were processed on Thursdays. Guess what....nothing happened on Thursday! The new telephone system is absolutely useless. On numerous occasions I have been cut off, you select the option for switchboard, they’re not available leave a message. Friday May 14 I tried to email Matimu Mashaba and my emails are all returned as undeliverable which is very strange as I had sent him all the relevant documents on Monday and he had acknowledged receipt so obviously he has now blocked me. As I couldn’t email him I tried calling and who should answer but Vicky Choti who told me my refund had been loaded and would be paid out on Monday or Tuesday, as far as I know there is no Thursday between Monday and Tuesday! When I asked when it had been loaded she wouldn’t tell me, I had to insist and reluctantly she said it was loaded on 7 th May. I then remembered I had an alternate number for Mashaba so called him, oh says he it will be paid today. This company obviously has no idea how to control and monitor employees working from home, employees obviously have no company loyalty and lie repeatedly to customers. I sincerely hope in the event of myself or anyone in my family ever needing oxygen equipment that there is another service provider out there. I could not remove the machine without paying rental and deposit upfront but they have been most tardy in returning my deposit.