Charged for router that is free

I am waiting for my free router and installation from afrihost. The ONT was installed by metro fibre on the 27th. whet logging a ticket for the delivery of the router, Mandla told me that I cancelled the router that they want to charge me R999 for that is suppose to be free on the website, requested an router again and was charged R999 again for the router. it's pathetic that they do not know what they advertise and is requested online.