Telkom agent gave me the wrong order

I called Telkom to get a new contract, their consultant called me the following day to let me know she accidentally gave me the wrong order and she will cancel it. The router was collected a few days later however, when i call to find out, the deal has not been cancelled, instead according to Telkom I have a contract with them. I did not use the router and when they took it in they listed that it had gone for repairs. Basically Telkom is blaming me or penalizing me for an error that was made from their end. I need this deal cancelled WITHOUT CHARGE so I can continue to order the one that I want