Miss information and bad customer service

This is the second review after taking the matter to ombudsman they did a call listening and find out I was misinformed, they advised they will cancel the contract I need to bring back the decoder , the agent said he logged collection and will take up to 21 days , I have not received a call from courier and 21 days has passed ,agent sent an email that collection has been cancelled because my phone was on voicemail, I have been giving them the correct number but they decide to use the one they took on facebook which is an old number I have not been using for years …. I will not be paying for this **** this company needs to sort out this mess and it better not affect my credit score