VOX charging me R600 for UPS they did not collect.

I decided to upgrade my UPS to a better one, Vox told me they would come collect the UPS, as i was still waiting for collection i then see my account charged R600 for the same UPS that wasn't collected. When i queried first they told me i didnt cancel the UPS, luckily i cancelled on my profile so i had proof, after i gave them proof i was told they their couriers that we said there is nothing to collect, the UPS is still sitting in the box so that never happened. they told me they would investigate. after investigating and findings that shows no one tried to collect the UPS they still refuse to refund and collect the UPS as agreed in the beginning. below is the message i received from Tamerlynn. VOX has no proof that they attempted to even collect the UPS yet as a customer i need to suffer a financial loss. after being a customer for so many years i am deeply disappointed!

"Morning

There is no signed documentation to say the courier attempted collection. The couriers don't get paid for failed attempts. So it is in their best (only) interest to make every effort to have a successful collection. The rule of thumb is that they try at least twice, before reporting that their attempt is unsuccessful. Also, they're not contracted to try call when they're on the way, or waiting outside, so if they do, it's for their own account (most times, they will make a few attempts to contact the customer) Once a collection has failed, we don't reattempt the collection. Vox has 'done their bit', the onus is then on the customer to return the hardware for credit.

Hardware can be returned to the Following address.

DBN: 1 Randworth Close Unit 5 Redhill Durban North 4051"