Webafrica "free-to-use" router ****

My LTE service with Webafrica at the start was adequate but from August 2019 to November 2019 it was basically unusable. So like any normal person would I cancelled my he service towards the end of November, which they stated would end on the 1st of January 2020, which I had no problem with. When the service ended on the 01/01/2020 I was informed that I would have to "return my free-to-use router within 20 days, on the 10th day you will be sent a reminder" (Did not receive the reminder) On the 01/01/2020 I immediately opened a ticket requesting assistance in finding my "client code" and I wanted to get the exact address in which I need to send the router to. I've since rep**** to my own ticket twice while they haven't once (today is 11/01/2020) I also put a High Importance on the ticket. This is obviously a money grabbing strategy, they'll probably ignore my ticket till I'm charged for the router or just before the cut-off date when I won't have enough time to send it back. At this point I do not know what to do, my account is a student account that has my money for tuitions and textbooks. In which will be charged for what seems like a ****.