Afrihost nightmare

Signed up with Afrihost and was sent a faulty router. Googled and it's a known issue with the router. Check Afrihost website and they say I can send it back and will only be charged if it isn't faulty. I send it back and am immediately charged. I call them to enquire and they say they will refund me if it is broken. (This is not what the website says) plus they even charged me twice. R99 so that I wouldn't get an sms from the bank. They know if they charge R100 the client will get an sms and know they have been charged. Without any contact they send the router straight back to me, still broken. No email to explain, nothing. I call again and they say the router is fine. I work in IT and I know it's not working. Logged about 3 tickets with no response. Finally a reply to ask if they can close the ticket. With no response or resolution! Absolutely useless. No one on the phone willing to assist. So they are plain happy with sending a broken router and me having to go buy a new one that works just fine?! They won't even bother replying to emails or tickets. And no technical support at all after 7pm?! How are they still competing? I would love some legal advice please as I'm sure they are charging many customers that R99 without them realising. Send a faulty router then charge the customer without them knowing when they try get it repaired. WebAfrica was a dream but unfortunately don't offer fibre in my area. Additionally I called and requested my money back from Afrihost as it states you can do within a certain timeframe. I was denied saying it's not applicable to me due to my specific package. No mention of this in the T's and C's. I recorded the calls. Have a slow connection atm but nobody to ask why as it's after 7. I'm shocked at the pathetic and *********** service.