Pathetic customer service

Signed up with Afrihost for LTE wireless internet. Since receiving my router and SIM card on 6 December 2017 I have not been able to use the service that I have been paying for. After opening multiple client support requests to sort out the issue, I am still waiting and so I have decided to cancel my service only to be slapped with an invoice for R999 cancellation fee. What kind of pathetic business is this? I should be the one being refunded for the service that I have paid for but have been unable to use. Afrihost needs to catch a major wake-up. Received a new SIM from WebAfrica instead and its working perfectly.