Clawback money-hungry Mweb

Being a mweb client for many years, I wanted to upgrade from a 25/50 line to a 50/100 line with a router contract. They came to install the openserve fibre box but no wifi router. They were more than willing to charhe me the 50/100 line costs but the router never came. After calling numerous times, waiting 20mins at a time to speak to someone, they just couldn't help and blamed me for not placing the order for a router. So, I decided to call once more to give my month notice of cancelation. Only to receive an email stating I now owe them an additional amount of R2800.00+ flclawback. What clawback? There was no new contract signed? My contract currently is on a month to month!!! When I tried calling to resolve the matter, the call centre verified me but said due to unforeseen circumstances, they cannot take my call. REALLY!!??? How am I suppose to resolve this if I cannot talk to someone?? This is really ridiculous and I will NOT recommend anyone to mweb.