BAD Servicer

My router stopped working on the 10th of September. I first called them on the 12th about the problem. They promised to replace the router. Didn't hear from them. Called a week later, same story. Phoned again, nothing happened. Got fed-up and cancelled the service on the 30th. I don't know if they actually cancelled the service, but they had the audacity to take R499 from my account on the 4th of October, after I was only able to use the service for 10 days ! I tried to get hold of them, buy I'm just been but on hold !!!