mtn commiting ***** against clients

right so my uncapped data contract came to an end i then opted for the month to month uncapped from september, from the beginning i had connection issues, found out the tower in my area is not working this went on for 2 months, i then decided to cancel my internet,so i stopped payment for december, on the 6th of november got a warning my internet will be suspended but i payed for November in advance as that"s how it works, the very next day my service was suspended i called in and spoke to a lady i informed her i was not happy and that im paying for a service im not receiving, i informed her that im canceling the internet at the end of the month, she informed me that she will put a cancelation order in for the end of the month, at the end of the month i took the router back to the store i had received it from, the next month MTN took R880 from my bank account, i reversed the debit and now they have sent it to their ***** department, how did i commit ***** when it is actually them, i have tried numerous times ti solve this issue but they just seem to ignore my request to solve the issue, why can they not just review all the calls i made and see that it was supposed to be solved.