Vodacom Complaint

In December 2020 I signed up for a Hisense H40 with free earbuds. When the device was delivered, I received the H40 rock. I called Vodacom advising that the wrong device was delivered and agreed to keep it. After setting up the device, I was not happy with it and called Vodacom on the 4th January to cancel before my 7 day cooling off period. I was advised that the device will be collected. The courier company went to my work address a week and a half later. 2nd week of January I called in to change my address. It's bee a month since I cancelled my contract and requested for my device to be collected. Every time I call, I am advised that it will be collected. My account was also debited for a cell phone i don't use. Why is it taking a month to collect a device