MWEB LTE product traps desperate consumers

During these covid times everyone has taken a financial knock and instead of being accommodating, the cancellation department of MWEB delivers the worst service ever. I have requestd cancellation of my LTE product and even said I will pay off the penalty for the router. Now MWEB tells me, NO - We will keep billing you if you do not pay off the penalty immediately!!! How does this make sense???