Device Exchange - ***** Business Practice

I needed to exchange a faulty product. On Afrihost's own website it says that "I agree to collection charges if the device is found not faulty." No problem there. The problem is this: they debit your bank account with the collection charge BEFORE THE DEVICE IS EVEN COLLECTED AND ASSESSED. Not only that, they debited by bank account twice, in error. The one amount has been refunded. Now awaiting for the device to be assessed and hopefully get the second refund. This is ***** business practice. No other company that I have dealt with has charged a collection charge before assessing a faulty device. The Afrihost reps have been awesome. But I have sent a formal complaint to Critical Care and to Gian (the CEO) directly. Critical Care has been professional, but they can't do anything about company policy. Still haven't had a reply or anything from Gian. 10 days so far to get this whole thing sorted out. And counting. Afrihost has lost a client for life. I will rather take my chances at other companies. Be aware of this ***** business practice.