Pathetic service from Axxess

I ordered a new 100GB LTE line on the 23rd of November. The router was delivered on the 28th, but up to date (26 December) this service is still not active, despite numerous calls/e-mails to their helpdesk and me being billed for it. I paid upfront fro the router, but are now being billed an additional R999 to cancel a service that I have never had. I will also be billed at the end of December for another month, for a service I never had. How do they get away with this? Is there any way I can return their unused router and get a refund on my money?