Refusing to cancel the contract

I have been handed over to debt collectors for a service I never received. Mweb took over a month to arrange for the fibre box to be installed and for me to be connected but they started debiting me. I have been struggling for 3 months just to cancel the contract, they simply do not reply to emails and all the call centre people say is that a query has been logged, just no feedback. I have paid debt collectors so that my name does not get tarnished on ITC but I never got connected