Bad service from MultiChoice billing me for a roota I never received

I app**** for the my Dstv internet on the 5th of April the roota was never delivered to my house the next thing MultiChoice debits on my account I called MultiChoice they told me they delivered and it activated I asked them for allocation of the roota they said they can't and that I have to play because I have a 24th a contract with them how how can I pay for something I never received that am not using my Dstv is disconnected because I have a outstanding of the internet am so stressed I make calls I don't get assistance.