Bad service

I app**** for subscription cancelation on the 28th of January and waited for the router to be collected which they never did until I called on the 13th of February to arrange to collection and eventually they collected on the 15th of February, then now the deduct money from my account for the month of February for the service I didn't get. Then when I call the customer service the consultant says the won't be any refund made to me even if I didn't use the router