Vumatel

Hi, I'm from Khayelitsha, I've been using Vumatel since January this year now my router is not working, I did call, watsapp and email them and they said they can't come to my erea it's risky, bt they deduction my money every month, my question that time of installation it was not risky? Even my neighbor is expiriencing the some problem since February they don't want to come and fix their router bt they deducting our money, and they don't want to refund us