Poor customer service from Vodacom contract department

I tried to upgrade my mobile router in June 2021 after receiving a call from Vodacom to do so. I requested a new model router and 20gb( 10gb anytime data and 10gb night time data), all for R200 a month. I received the the package with the new device, but unfortunately the device I received was not what I asked for and I cancelled the upgrade within the 14 day cooling period and I was told they will send a courier company to fetch the device but til today they have yet to do so. I have contacted them several times but they keep saying they escalated the matter and they will fetch the device but they have not. They are charging me based on the upgrade which I have cancelled. The last person I’ve been in contact with is Nicolin and the following reference numbers have been used in our communication:JAGKI4 and JTK98N. I last heard from them on 06 August 2021 saying they have escalated the matter. May you please help to resolve this matter for me because I no longer know what to do after more than 2 months of trying to resolve the matter.