No coverage for portable router

I ordered a portable wifi router and was told it has network coverage in the Northern cape (hotazel). However when I received it there was no network coverage. So I called them back to cancel it. It was finally collected by the courier company. However I'm still being debited for the wifi router for 2 months and I just called today and was told it's still not canceled and the debit order will still go through this month. So I asked Nobantu (call Centre agent) to escalate the matter again. She informed me it was escalated on the 4th of February. However nothing is being done. It's still not canceled and I'm still being debited. How am I stil being debited for something I have never used.