Cancelled service...but they still deduct fees.

I hv been on the line since 2:15 this afternoon...its now 18:36 they told me i need to pay cancelation fee..asked if i returned the router...but this is a fibre line. I moved now someone else is enjoying wifi at my expense doesn't look like it was cancelled...i escalated but am still holding...i paid in advance thats why i cancelled a whole month in advance. They never said anything about cancellation fees thats R999. And now im just on hold till they end the chat.public protector next on my list.i just want my money back...frustrated.angry and minus R799 in my bank account