Disgusting service

I called in a few months ago and asked Telkom to cancel my contract since they failed to delivery. My line was activated but I had not received the router for my home uncapped wifi. Till today I never received anything, but they want to charge me and want me to pay for something I don't have, but it's active somewhere. This is very unprofessional and I'm considering taking them to the Ombudsman because they failed to perform their duty. I am now with another service provider and this is now affecting my credit score unnecessarily, meaning I am not able to qualify for things which I normally would because of this mess.