Booking in cancelled LTE router

Good day, I recently cancelled my LTE service from WebAfrica. Upon cancellation they advised their router to be returned to their Cape Town or Sandton office. The router was courier on 7 Jan 2022 and signed for by the Sandton office on 10 Jan 2022. On Friday 21 Jan 2022 I received on invoice for the router as they say that they did not received it. I spoke to them on Friday to resolve the issue ad their receptionist in Sandton dis not book in the account and rectified the account. Today 24 Jan 2022 I spoke to them again as the account was not corrected and they told me it could take up to 72hours to process the credit request. By the time it takes to process the debit order will go off. I have been with WebAfrica 7 years and never received poor service as in 2022