Charged for Free to Use router without asking if I want to Return it first?

I upgraded from LTE to Fibre as soon as my area received the infrastructure. And sure, my speed I should get is not what it should be, but that is a issue to tackle on another day as I am paying for one speed limit but only getting half of that on days. And yes, I do have proof of the speed on Ookla. And yes, there is a direct line into the Router. But this is not even my main concern and issue currently.

My current issue is that WebAfrica charged me for the initial "Free to Use" router that I received with my LTE service. I am extremely upset as I have the router and this can be collected at any point. But WebAfrica just charged my Account with R1999 without asking me if the router can be picked up as per their agreement when I originally got my LTE Service.

I received this shocking news that my service will be suspended unless I pay the outstanding balance. My account is actually in credit with about R200 if you exclude this router charge.

Now WebAfrica is threatening to suspend my account, did not even ask if I want the original router to be collected before charging me for the router.

Trying to get ahold of anybody in any form of way is just ridiculous. There is NO number that I can call for service to try and get some answers.... trying to use their "Super Fast" Whatsapp service is just as ridiculous. I started a chat at 17:15, the time now is 19:05 and the only message I get is that they are "Still trying to put me through to an Agent" ???

The worst part is that if you call the sales lines, the phone is almost immediately answered? How about treating your existing customers with a bit more respect?

Can anybody in WebAfrica please advise me on just HOW I can actually speak to somebody or maybe just acknowledge me in any kind of way. At this stage I will even be happy with smoke signals!

If my account is suspended due to WebAfrica's incompetency and POOR communication I WILL highlight this poor service to anybody that will listen and I will take my business elsewhere.