Vanilla ISP. Bad work ethic and service

We were migrated from Smartconnect to Vanilla unwillingly, due to a fall out between Vanilla ISP and Smartconnect due to non payment by Smartconnect to Vanilla. We were told by Smartconnect we would be migrated to their upstream provider (Vanilla) temporarily, which turned out to be a lie, as we are now fully a Vanilla customer. We were double billed for the month of Feb by Vanilla and Smartconnect, I cannot seem to get hold of my Account Manager at Smartconnect for a reimbur*****t, as Vanilla says it is not their problem. Since the migration we experienced a massive outage, (which was noted on the Vanilla FB page), I can understand this happens and it was just bad timing as we had come online with them, however, they do not respond to their emails or answer their calls and they claim they have no record of my calls on their PABX to support which I am not sure if it logs it if it just rings? They could not get my original router working on their system (It is a midrange gigabit router) so I was billed R2400 as well as a R450 callout fee to get the service up and running, as I work from home and my business relies on having a stable connection, apparently they require this router as it is a "managed" device. Overall the service and attitude we have received from Vanilla has not been great, the staff get defensive, and the way this entire thing was handled between Smartconnect and Vanilla was shocking and no letter of warning was issued they just cut us off. Smartconnect customers are treated like the villain when we had nothing to do with their internal politics. If I had known the BS to come with intermittent WiFi drops on their "high end device" and then I am told it sounds like my setup at home is messy, Yes tell a Cisco Certified Network Engineer his home network must be messy 😕 (that must be the reason) I have subsequently asked for a cancellation of my service with Vanilla and have given 1 month cancellation notice. The CEO is now apparently not happy that I am using a router I have not paid for, they want to collect it. (They will not even let me see through the cancellation period as it is their policy to pay for a device upfront, no grace or empathy, I guess making money comes before try to retain a customer ( Keep in mind no other ISP charges you for a router be it a cheap router or not) It is not that I do not want to or cannot pay for it, the fact of the matter is this connection has been ****, and the router is ridiculously expensive in comparison. I was told they do not sell cheap and nasty routers like other ISPs, yet their creme de la creme router drops WiFi connectivity all day long. If I had known the **** I was to endure I would have taken my business to another ISP from the get go and saved myself the trouble. Vanilla advocates "Client Service" but they have no clue about the difference between Customer Service and Customer Satisfaction. Those who know me, know my line of works stems over 20 years in the ISP tech space, and I can tell you now the way this was handled I have not been left with a very good impression by both Smartconnect and Vanilla ISP. I will await the defensive response to this review because this is what they do.