Unfair Router Charge After Returning Equipment

I recently cancelled my service with Web Africa. When I joined, I was provided with a router to use at no cost. Upon cancellation, I was informed that I needed to return the router to avoid being charged R999.

Support advised that a courier would collect the router from my home, and confirmed that a ticket had been logged for the collection on 1 September 2025. The courier (The Courier Guy) collected the router on 2 September 2025, and according to the tracking details and confirmation email, the router was delivered to Web Africa’s Pretoria HQ on 3 September 2025.

Despite this, on 5 November 2025 I was charged R999 for “not returning the router.” I contacted Web Africa support and provided proof of collection and delivery, yet I was told that there is no record on their system showing that I returned the equipment. After spending an hour on the call and showing the courier confirmation, the issue still remains unresolved.

This experience has been extremely frustrating and disappointing. I fulfilled my obligation and returned the router, yet I am still being charged. I hope this matter will be resolved promptly.