NO router sent, asking for old one back. **** communication, useless whatsapp 'support'.

I transitioned from LTE to Fibre in my new home. I placed the order and all was OK up to that point. Once the fibre was installed I let them know, and to date I have still not received my new router. I received an email telling me to return my old router or face buying it?

Can anyone from Webafrica explain this to me? Can you also explain why nobody answers the phone, or why your whatsapp 'support' is completely useless in resolving anything? I am very very sorry that I decided to give Webafrica another try.