Afrihost's bad client service

I previously signed up for the sim only package from Afrihost but realised that I did not have the correct router for it. A consultant at Afrihost suggested that I CHANGE my package from the 3-month free deal to the free router deal. Now Afrihost wants to charge me R1209 for cancellation. (I did ask the consultant if there was a cost involved and the consultant said nothing) (I have the whatsapp screenshot of the conversation). I have sent in 3 emails to query this and called multiple times but the operator says that "due to high call volumes they are unable to take the call". A consultant told me that she has escalated the query but I still have not received communication from them. (Except for emails about the outstanding fees)