Vox telecoms takes chances

I have cancelled my Vox fiber account as I moved to a new house. I then paid the +- R2700 for early cancellation. The Vox router needed to be collected and I informed them of the collection address. No one made any arrangements with me on a date and time of collection and just rocked up to collect, obviously the router was not with me and the courier guy said they will arrange an new collection date. I was still aiting for this to happen when I received an email with an invoice of +-R1100 penalty charge for not returning the router, I do not even want this ******* router. I then tried to call them to tell them they can collect the router and should just arrange a time for me, they either don't answer my calls, or I get transferred all over and no one could actually assist me. I am not willing to pay this penalty fee as this was not even my fault. I will definitely not suggest ever trying to use Vox again as the service was terrible for me.