******* and unauthorized card transaction

I ordered my fibre package on the 21st of October. The package states "Installation Included". They sent me a router without anyone asking or checking or notifying me about the rest of the installation. I had to notify Afirhost that there is not even an ONT device at my house. After 3 attempts by Open Serve, they managed to get the faulty fibre cable working and the ONT installed. During all this I mentioned to Afrhost multiple times that they cannot deduct a subscription fee for this package that has not even been installed yet. I was guaranteed by the agents that this will not happen. On the first of November they deducted my fist monthly fee, and my internet is still not successfully installed. The Agent I spoke to says the system show my line is active, but the technician I spoke to says it is not. I still don't have internet. I want my money refunded, including the router delivery fee. They can come and collect the router once I received the refund for both the subscription and the router delivery fee. I tried logging a complaint over the phone which is not possible apparently. I was provided 2 email addresses to log a complaint and process the refund. The one email address provided was invalid. At this point I want to report the subscription fee as ******* and unauthorized to my back and let the bank deal with Afrihost acting ********ly.

I suggest a senior Afrihost member contacts me immediately.