Horrible customer service!

The service is absolutely horrible. I called in because my router broke during a power surge - fully prepared to pay a fee to replace it - a customer service agent told me the relevant department will contact me regarding the next steps. I received an email giving me a reference number and was told I will be contact. After a few hours I emailed the address to ask about the progress and received a mail back stating it was no longer their email address and to log a ticket on the app, which I tried to do but was unable to as it said I already had a ticket. I phoned again in the afternoon to be told my complaint wasn't on urgent but this agent will put it on urgent. 2 days later and still nothing so I decided to cancel both contracts I have with them. They sent me an sms saying they would come fetch the routers and bill me for next month even though I will not be receiving wifi. It's been a week since then and I haven't heard anything from them, while still having the routers.