Bad service- no communication

Absolutely shocking service. I had been a customer for 1 full year and had to move house. I requested to transfer package to new address as was told no problem at all. This was in November last year. After months of being advised my issue has been escalated, nothing. Then they went on holiday. I then recieved a sms and email confirming my order and that I need not do anything. Then now out of the blue they are asking me to pay R1000 for the router I had for a year as I had not returned it. When queried I was advised my order was cancelled but not by me. Only form of assistance is WhatsApp. Very frustrating and not sure I will stick with them.