Terrible customer service from Vox Telecom

I have been a FTTH customer with Vox for a long time. I sold my house, cancelled my account, moved to the new house, opened a new account. This month Vox debited my account R2000. When I enquired about this I was informed, two weeks later, that the amount is for non-returned hardware. At no point in cancelling and opening the new account was I told that I had to return the hardware. I was told the hardware would be collected. Now, I must return the hardware in order to be refunded the R2k. This is terrible service. First Vox invoices me R2k, then instruct me that it's my own fault because I didn't return the hardware to them. I wish I had switched to a new service provider. I waited 9 minutes to talk to someone to clear this up and eventually hung up.