Cancellations and Return of Router

I canceled my subscription with Web Africa on on the 1st of November, on the 2nd of December I requested them to collect the router and advised on a new address, Keenan K from Web Africa advised that someone will be contact me to collect, I have not heard from anyone since , today, January 31 I see they have debited my account for R1998, I have tried to contact them since 8:00am this morning and have not gotten a chance to speak to anyone.