Bad customer service

They have the worse customer service. They charged me for unreturned hardware, which is a router. A router that has never been collected by their courier company as per previous email. I was told by one of their staff members that the courier company does not have to call me when collecting the hardware, if they don't get hold of me. No courier company ever came to me to collect anything but I am being billed R2000. It took their staff forever to figure out where the amount comes from and they say they will call back, but never do. Why can they not just send for the router to be collected? It is just too easy for them to deduct money from ones back account because we have debit orders set up. This is really the worst internet provider that I've ever had.