Still deduct money cant send back router

We have been struggeling to get to a point with rain... We had no problem with connection but cancelling is another matter. We contacted and tried to email but to no avail. So this is my last option... (Here is the story) we immigrated to Canada in june and contacted them to please come and collect their router or just send us an address where we can send it to... NOTHING has been recieved... The email address comes back not working.. Contacting them is a waste you get transferred to a different person each time.. We keep saying please stop deducting because our credit card keeps running in a (-) then they appologise and will refund the money but nothing happens. All we want is an address to send the router to... Hopefully someone will get in contact now and it can be sorted out.