Terrible service / Incompetence staff

We had to close down our company because of Covid-19. Therefore, we had to cancel the Vodacom contract. I requested for cancellation already on 30 November. I do understand that we have to pay some penalties because the contract only finishes in a few month's time. A women named Mmabatho Mashibye sent me the quotation to cancel the contract. I noticed that they are charging me for a router. We have been using our own router and never received a router when I started this contract. After numerous emails and phone calls, this is not sorted yet. Mmabatho promised me that someone will phone me. I am still waiting. I tried to phone her yesterday but strangely her phone is always engaged. I then phoned her from another number and strangely she answered her phone, but when she heard it was me she put the phone down on me. She clearly is *********** to handle this situation and should clearly not be dealing with customers. Please sort this.