COOL IDEAS and VUMATEL

I'm getting billed for a service I didn't use. I have been in contact with different people which I explained to that I haven't been able to use the internet I have been charged to pay. I sent them a picture of the Vumatel box I have in my unit and I was told after I had been billed for the the first ticket that I did not use the internet due to the fact that I didn't have a router, I received the router many days after that and had received another ticket, I called to inform them that I couldn't connect after I had received the router and they sent people from Vumatel to check my connection they came and took pictures of the box and cable and said that they needed to install the connect afresh to date this has not been done and I have been receiving emails from COOL IDEAS that my account has been suspended. I have asked how is it being suspended when I had made contact to explain the events that took place and I have not received a clear answer apart from my account being suspended and I have still not heard from them or Vumatel regarding the new installation as it was said by the guy they sent .