Billed for non activated service

Hello, I currently have two months of balance on my account from the service that I never started. I ordered the toolkit to my home but I never activated the service as I used a different provider instead. For some reason I am still getting charge for 2 months of balance as they think I am using it when I am not. My data usage is even 0. I have already tried to contact support where they said they couldn’t refund it. Please help.