Charged for service when I was not advised what needed to be done to use the service and given the wrong information

I had signed up online for fibre over 4 weeks ago. Nobody at afrihost contacted me or discussed the way forward with installation. I was then told by the man that put in the black box that afrihost will contact me with regard to a router and that I will not be charged or be able to use any router besides afrihost so I waited for afrihost to contact me. I then receive a email yesterday with an invoice stating im owing R538.43 for something I haven't used with no router, my account has been debited this morning for this amount without even informing me that the theres going to be a debit going off on this date. I want that amount reversed and the cancellation done immediately or I will be laying a formal complaint. I had to then request for a call back on the 3rd of September 2025 which a very unhelpful lady told me that I should have known to order the router separately and that I will now be charged R999 for cancelation for something I haven't even used she then says i have to pay the invoice because thats the contract but she also says i didnt take up the router soo how am i liable to pay for something without signing up for it or got any assistance from Afrihost. She then said someone from the accounts department will contact me yesterday which they did and the lady said i need to send an email in order for this to be rectified. I will not be charged for poor service from Afrihost. People will know that this company is charging people for not even using their data and the inefficient service rendered.