Vox is Terrible!

I took out Wifi for a property that I was sharing with Vox Telecom.

I moved out of the property during September 2022 and thus had to cancel the contract.

I paid the cancellation fee and followed up with an email during January 2023 to enquire if the cancellation fee was received and when the Wifi Router would be collected.

Months later (June 2023), I am now notified that the account was handed over to a Debtor's Collection Company who has advised that the account was in arrears (i.e. I had to pay the cancellation fee) and that I should pay an additional amount because the router had not been collected - this is despite me explaining to the consultant that the account had been paid and that I had sent a follow up email.

He advised that I call Vox which, from previous experience, has been a nightmare because you get thrown from pillar to post.

I recommended that he advise his client that the amount had been paid, a follow up email had been sent and an arrangement should be made for the collection of such router. The said consultant then dropped the call in my ear.

Where is the service delivery in this country?