Robotic services give rise to bad service

Afrihost did not manage to give me a fibre connection. This started in August already. The one hand does not know what the other hand is doing in Afrihost, therefore the service is pathetic. I was told that the line would be cancelled on 13 September, to date nothing has happened and yet they debit my account every month for service. What product are they charging me for when they were unable to provide me with the service I requested. I am not able to remove my bank details from their system. They say that they would credit my account once they have collected the router, this was promised on the 13th of September. The router is in a box serving no purpose to me. Why don't they just collect my router and close my account? The service I received throughout the process was nightmarish and still continues because nobody is doing what they are meant to do.