Faulty UPS box

I am referring to a previous review regarding the ups box that was faulty. I was contacted by a very pleasant gentleman very shortly after my review. My contract for the UPS was canceled. But when I logged into my Vox app it shows a penalty amount of approx R1400. What does this mean. I was told to expect another call from Vox to arrange a new contract for a newer UPS model as the faulty model is no longer available. I did receive a call from a lady, not so helpful who was going to email options to me. I'm still waiting.