Ridiculous debit for a cancellation im not aware of

I have had the worst experience with Neotel, in january i requested they top up my contract as i had run out of data, i spoke to a lady by the name of Thulisile Moeng who for some very strange reason cancelled my current contract and issued a new router . I received the new router and when i called the technical desk , the technician was suprised why i got a new router, he reconnected my old one and i was charged R17 for returning the router. 2 months later i get debited R2736.91 on my account for cancellation fee, which i dont get as i returned the router which was not my fault to start within the 7 days and was charhed for it already Now Nomathemba Thabete logs a cancelklation request without even calling me the client to advise of a process which they messed up on their side. i need someone from Neotel to rectify this ASAP and you have just lost yourself a client