Cut my service but won't let me cancel

I joined Cell C in September 2018, assuming I would receive a better service than my previous SP and that my parents would not have any hassles. Since I was moving to another City. However in April 2019 the Lte Router stopped working. A call was logged and Cell C informed my family that they were working on the problem. In May 2019, I requested feedback, to be told they don't know what's wrong. The technical department don't know what's wrong. That there was no ETA. I asked to speak to the Technical department, however I was told that I was not allowed to. Numerous calls were made since. However Cell C continue to debited me. In July I received a call that I need to go to a Cell C store and cancel my account. They told me that they stopped covering my area. I was told that I will be refunded for the months that I received no service and will not be charged for an early cancelation. When I went to the store, they told me I need to call the cancelation department. Which I did numerous times before, however Cell C has a ridiculous setup that only a Cell C number can go through to their cancelation department. I don't have a Cell C number other than the Sim on the router, which is in Durban. When the store staff assisted me in contacting the cancelation department, I was told that I need to bring the router in for an evaluation and that they can't guarantee a refund or that I won't get charged for canceling early. This is utterly ridiculous, because I was not told this initially. I need this to be sorted now!