Unjust R2000 Charge for Router Collection Failure and Poor Customer Support

I was unfairly invoiced R2000 for a router that almost no attempt was made to collect, and I was not given a reasonable opportunity to return it before being charged.

The only communication I received about the router collection was an SMS on 14 October, notifying me that the collection was scheduled for 31 October. No mention was made of which courier service would be handling the collection. When 31 October came, no one arrived to collect the router, and I received no further communication—no notice of a failed collection, no rescheduling, and no follow-up option to reschedule. Given the lack of any attempt to collect, I assumed someone might come the next day, but again, nothing happened.

Shortly after, I received a R2000 invoice for not returning the router. I then had to spend hours trying to reach someone who could explain why I was being charged, as there was no initial attempt to collect the router. Both the support line and accounts team were unapologetic and offered were not helpful, I was only given a list of addresses and was told I can return the router myself if I don't want to pay the R2000.

I returned the router at my own cost, yet I’ve now been told that it will take 5-7 business days for the invoice to be credited.

This situation has been entirely mishandled. If I am charged for this, I will lodge a formal dispute with my bank.