VOX, The courier, The debit that should not have been. Refund necessary l

After my contract had ended the only thing left was to COLLECT the hardware, as its part of the rental agreement ending on January 2024. Vox sent a notification that their courier would be collecting the hardware on the 27/07/2024 (Waybill nr: ***97). The courier never arrived on te date of collection and no communication was issued as to why or to make a future dated arrangement for the collecion of it. According to AVIWE who I communicated with via VOX's WhatsApp platform, there is a couriers report for the 29/02/2024 (this date is important) stating that "there is nothing to collect". How the courier came to a conclusion on this report is only known to the courier for these reasons: There was no communication from Vox starting that they will be collecting the device on the 29/02/2024. The courier could not have gained entry to my place as it is access controlled and I would've been the one to have given the courier access by providing the courier the code, which did not happen. That means the report for the 29/02/2024 is false and not a true reflection. On the 27/06/2024 the courier never came as stated above, meaning that VOX never honoured their commitment. A new October statement was issued months after my contract ended January for the amount of R1 999. I contacted the accounts team and spoke to a lady named Nolu and she told me that the only way to reverse or stop the debit was to return the device ON MY OWN. She assured me that she would speak to a supervisor as I did not agree with the above, but never got back to me. I had also explained to Nolu that I am not in any position to return the device ON MY OWN because I am not in the country. My account has now been debited to the amount of R1 999. The short part of the story is simple. I paid R1 999 for VOX's courier not doing their job and nobody to assist me with a very simple solution. The solution would have just been to ACTUALLY HAVE THE COURIER COLLECT THE DEVICE.