Problem with Contract Cancellation after Vodacom colleted Router

I Received this response on the 24th of May 2022 from Vodacom. They arranged that the router was collected. They did however not cancel the contract. The payment went through on the 1st of June and on the 1st of July. When I contacted the Cancellation department, the Gentleman informed me that because I was in Breach of the contract (early cancellation) I have to pay an amount of R11 000. I tried to explain that I was not getting service and Vodacom agreed to cancel my contract when they receive the router. This is the message I received.

"Please note that we escalated your query to our networks team for further assistance. Based on the feedback provided, our team assisted and arranged for the router to be collected. Kindly note that the cancellation will only be actioned after the router was collected.

We apologize for the inconvenience and the service experienced.

Regards,

Vodacom Consumer Website Team"