Metrofibre network deducting without providing any wifi

I did not have wifi for 3 weeks yet I had paid for wifi and had to end up buying data out of pocket mid board exams and working from home.

I was informed by metrofibre that I would be reimbursed since this constitutes a breach of contract between myself and metrofibre. I have sent several emails to the finance department enquiring about the refund yet there is no response, Infact last month the finance department decided to deduct double the amount.