Shocking TELKOM Customer Service!

Prefer no star but it does not allow. Basically, after receiving a new router for 'uncapped' wifi, I realise it is NOT uncapped as advertised. Within a few days/weeks of receipt, I visit the Fourways store to clarify. Indeed, not uncapped. I ask if I can cancel as i need uncapped. Employee says YES because I am still in the 1st 3 months of the new contract. She adds my cancellation request into the system and confirms I would have to pay a R900 cancellation fee once it is processed in a few days. Few days later, I return to the store and hand in the router. Still no feedback on the cancellation but says it is in the system, it will be done. 9 months later and Telkom are still taking money out my account. I return to the store, meet the Branch Manager on duty and he confirms he will handle it. Still no decent customer service there either and a waste of my time. After reversing all the previous monthly transactions, lockdown happens and banks will not allow reversals so Telkom take R 5000 out my account!! Is this acceptable? Is this legal? Is this theft?