INVOICED FOR NO SERVICE

Basically, I ordered an internet router during the start of the pandemic last year, the technician came and tried to install but failed, our flat had once burnt down years back which affected some cables, that was the main reason why he couldn't pick up the network as he mentioned. Since last year I have been getting bills from Telkom for a service that was never rendered, today 22/04/2021 a lady called that my account has been handed over and I explained what had happened, she advised that I call the 10210 number and get a case number, I did call that number but still, I still have to call 10210 (option 1) to dispute, call 10210 again to inform them then call the lady who's dealing with my case. I am absolutely angry and ****ed @ Telkom's unfair service. Now I have to undergo all of these steps just to clear my name and I've been sending emails complaining about the bill that I'm receiving every month but NO RESPONSE.