Cancellation department Employees do not even know the terms and conditions as well as the company policy.

I had a good experience with the company till I had to cancel my subscription as I’m relocating and my business is currently not in operational. I sent them an email for a request to cancel my subscription, I was then told they will send me my last invoice and I should provide them with an address where they can come to collect the device. I then emphasized that the sales consultant that helped me stated that the device belongs to me and I was made to pay a once off fee which is the cost of the device and connection fee. I then went back and told the consultant that helped me , he then stated that the consultant that helped me is misinformed and did not go through my profile. He sent the cancellation department an email on my behalf and they responded informing us that the SBG has confirmed that the device does indeed belong to me. I then received another email fr another consultant informing me that there is no such thing.