Billing Query

On the 23rd of October, I called the RAIN call center to downgrade the option that i was using as i cannot afford to pay that amount and to complain about the malfunctioning of that router that I have been using since October 2022. The guy who assisted me told me that i can be upgraded to the new router which is THE 101 that also includes 2 sim cards, and they'll cancel and collect the old one since its not working properly. The router was delivered on the 29th of October but the courier guy could not collect the old router because he said i was supposed to be called by someone from RAIN to arrange proper collection of that old router. So on the 4th of November, i called the call center to query and understand why am I being charged for both routers when I'm now using THE 101 and why hasn't anyone called me regarding the collection of the router that is no longer in use, the kind lady assisted me by arranging for my bill to be fixed and she also stated that someone will call me to arrange for collection of the other router. Now my problem is, since the 4th of December i Have been calling but I'm still left with no answers as to why am I still being charged for a router that I'm no longer using and why haven't I been called to arrange for that router to be collected???When I check my account on the rain app, it states that I must pay R 1220,00, and the lady who assisted me on the 4th of November said from December my bill will be R625,00 going forward. Its Now the 9th of December, I want this matter to be resolved as soon as this week otherwise I will cancel everything and will look for another service provider. I believe I have been VERY patient and VERY understanding and I am now tired of being the one who has to follow up on a query I was told would be resolved since November.