Afri(g)host

I have signed up for Afrihost on the 29th of March and paid upfront for a router. The RICA process was never ending and very difficult to manage as each time I was contacted by a different person. Yesterday money was deducted from my account for data which I have not received from them as I don't have the router yet. Upon emailing them to enquire about the deduction and when I can expect the router delivered, they are not responding.