Non-existing service or support

Took out a fibre contract beginning of January 2024 Received the router and they debited bank account without providing any service. After waiting more than a month and numerous emails, phone calls and Whatsapp messages we decided to cancel as Afrihost can't provide the service we agreed upon. Now they want to charge almost a thousand Rand cancelation fee! I wonder if Gian Visser knows what is going on in his company.