No Internet Conenction Payment done

I have subscribed for Internet connection with MWEB since June 2017. I have paid a connection fee upfront but to date I have had no Internet connection. My account is debited every month and I am told I have to pay an owing amount as they have suspended my services. I have tried to no success to call and write to their call centre. How can I be charged for a service I did not receive. The Call Centre staff does not explain why I have to pay for an account which is not activated and seem less professional and impatient with no detailed information to me as a customer. I have asked to speak to as senior person to no avail.