VOX APPALLING INTERNET PROVIDER

I entered into an agreement with Vox for WIFI at home for a monthly cost of R449.00, I entered the contract on the 12th September. I received the router on the 14th September. I set up the router at home on the 16th September. I had internet for a few hours then there was no internet connection. I still haven't had any internet connection ever since, On the 4th of October they deducted R718.39 from my account.I spoke with their technical support team I was told I am in the affected areas in Cape Town hence I do not have internet. My question since they know full well I haven't had internet since the beginning of the agreement why deduct money from my account. What exactly am I paying for here? I still haven't received a response from the two emails I sent last week. What service have they rendered? The agreement is that they provide internet and I pay. They didn't provide internet and I am still paying. As I am writing this I am still waiting for an agent to get back to me on their WhatsApp portal. I would never recommend this service provider to anyone.