Bad service - paying for dispenser but no water received

Good day,

I would like to formally raise a complaint regarding the service I have received from Aqazania.

I initially showed interest in renting a water dispenser and filtered water, after which I received a call offering me a one-week free trial. I accepted the offer, and the dispenser was delivered the following day, which was a Friday.

After the trial period, I signed a contract where I agreed to pay rental for the dispenser and also take a minimum of two or more bottles of water monthly in order to receive the dispenser at a discounted rental rate.

For the month of May, I placed an order for 3 bottles of water. The delivery was supposed to take place the following Friday, however, we are now on the 18th of May and three Fridays have already passed without any delivery being made.

Each time I follow up, I am told that someone is “following up” or that delivery will take place on Monday, but nothing happens.

This situation is extremely frustrating because:

I am now liable for monthly rental charges despite not receiving the water. According to the agreement, I may also be charged for empty bottles not being returned within the same month, even though I have not received replacement water. I have continuously followed up, yet no proper resolution or delivery has taken place. At this point, I am concerned that I am being unfairly billed for a service that has not been properly provided.

I request that this matter be resolved urgently by:

Delivering the outstanding 3 bottles immediately, or Suspending all billing and charges until service delivery is fulfilled. Guidance to a solution for having to return 3 empties before the end of the month, but receiving water almost at the end of the mont (if I will receive it) Please treat this as an urgent complaint and provide feedback as soon as possible.