Terrible customer service

Used to be great. Now customer service is non existent. So unhappy trying to change to a different speed I eventually cancelled. Returned router in box, they invoiced me for courier which is fine but then four days later they are charging me for the router. I bought a new router, paid them R2500 and signed up for a new line. Been waiting to hear about it so whatsapped them and they told me on whatsapp that this order has been cancelled. Not even a phonecall to discuss with me? Now I can’t get hold of anyone to refund me. Giving me the runaround. Just ridiculous. No one can sort this out for me.