Web of lies

I cancelled my service with them with a months notice, and returned my router. I have been charged twice the cancellation fee of R999 ( a fee which I was not aware of in my initial agreement with them), and I still have not received my refund for the router. I have a long time following up with agents and eventually they said that they will release the refund. Its hard to believe that a company can get away with such poor service. And how much time needs to pass until it is no longer just inadequacy, but theft?