2 months later still waiting for the collection of router which was suppose to be free

I logged a request for the collection of the router at the End of Feb already on 02/03/2023 i received an email confirming that the collection was arranged for the router 076********1181 and once it is collected only can the u[pgrade be reversed and my account credited. needless to say months later i am still waiting for the collection. I want my account to be credit and contracts to remain the same as before you **** free router call. I have previously requested to be removed from ALL our marketing as you try and trick consumers to add more things to their contracts