Webafrica Returns Policy

I was a client with Webafrica for just over a year and a half. In January of this month I decided to upgrade my package. It was done instantly, but needed to move house and had fibre included in the rent. I went through the cancellation process with Webafrica. The usual 30 day notice period was billed correctly. You then get 20 days to return the free-to-use router. Of which the address is either CPT or Centurion and they only open till 4pm Mon - Fri. I was told that if I dont return the router within the 20 days I will be billed R999. I specifically told Webafrica I will return it. They then debited me the R999 well before the 20 days and only after would they refund it?? What sort of policy is this???? How can you bill a client for something he is returning and then he must wait for the money to be refunded.

On numerous online chats I had asked to speak to a manager and no one got back to me. Absolutley pathetic after sale service. Pitty that it has to get to a Hello Peter complaint to get some sort of answer and clarity.