Unfair charges and unkept arrangements

After always having good service from Vox telecom, when I moved into my new home, I without hesitation, knew I would stay with Vox Telecom. I visited their website and saw an attractive offer that stated if I stay with them when moving house, I will receive 1 month free subscription. I proceeded to accept this and was told that new installation would take place and that the old device from my older home would be COLLECTED. After moving I did not receive the 1 month free subscription until I queried it and eventually made about 3 follow ups. Now I see a charge of R1999 for unreturned hardware which I still have and am waiting to be collected. To date, nobody has called me for the collection of the device but now there is an exorbitant fee that was not of my doing especially when I still have their device, in their branded packaging waiting for it to be collected. I would like to get recordings where when I called in to the call centre was told about collection of this from me and for this unwarranted cost to be refunded.