Cancellation request

I signed up for a router and sim contract in June and parcel was delivered in July. I had trouble with connection over a period of 3 days on day 1 and 2 I did contact the service provider for assistance and was advised they would reset something from their end for better connection. On day three I was working from home and really had a terrible connection which interrupted my work and then I decided to have it cancelled. I contacted your call centre 16 July and collection was organized. Collection took place on Friday 19 July 2024.Fast forward to Wednesday 24July I call your call centre again to follow up and I was advised that you have not received the device and sim. The next day 25th of July I got a follow up call still advising no device was received and contract cannot be cancelled because of this. This is a disadvantage for me as I have no sim card nor the device I'm expected to be paying for. I was asked to provide some collection ref which I couldn't as I was busy working when the courier guy came to collect item so my mother gave the courier guy the device she did not get anything to confirm collection. I saw the vehicle only from a distance which had a NC plate registration it was silver in color, from afar it looked like a Toyota bukkie and nothing else can be provided no company branding was on the vehicle. I'm currently anxious and feeling uneasy about all of this as I can't prove item was collected since nothing was provided to my mother who gave away the item to the courier guy. It's a huge concern and inconvenience for me to spend all my time trying to prove this collection and having to continue paying for something i no longer have in possession . Please advise what can be done and maybe also try to fix this flawed collection system for any future customers. I'm still waiting for feedback to be provided today being the 3rd of August 2024 on the courier investigation which your company organized now I have to provide all the info I don't have. The collection guy knew there was a parcel to collect because he was instructed to not because I called him to come. Please resolve this matter urgently. Regards