Slow and poor service

I had a account with WebAfrica which I was cancelling. When cancelling, I asked how do I arrange for the router to be collected (via email), and have received no response. Later, I get an SMS stating I owe R2000 for an account I am not using but because the router was not returned. I received a call from a consultant of Webafrica 2 weeks ago to arrange collection of my router which still has not yet been collected. What is going on? Why is there such a delay? You billing me for something I want to give back. I will gladly drop the router off if I know where to go. Your billing services are on point but you lack in customer services for existing clients.