Extremely disappointed by the service received

I am a new customer with them and have signed up on Wednesday 8 November 2023. I have spoken to someone who took me through the process of placing an order, in her explanation she explained that since I am not based in Johannesburg, I will be charged R250 for the router that needs to be couriered. I advised her that I do not have funds, is it possible that this amount be included in the first debit order, she said that is not a problem.

When I had to provide my banking details, she advised that it's for future debit orders that will be made on a monthly basis. Later that day I realised Afrihost tried debiting my account but I did not have a problem because I thought maybe it's part of their bank verification procedure.

I kept receiving emails about payment verification, which I did not understand. So today I decided to call and find out what is going on and most importantly how far is my router because I need to use it ASAP. I spoke to Mbali in the support team who told me that the person who assisted me **** to me when she said the R250 will be included in the first debit order. The router will not be delivered until the fee is received.

Why did this person lie to me? I would have made a plan and made a payment on Wednesday already.

What is the way forward now? I have been misled by an Afrihost staff member. How disappointing? Our journey has just started on a bad note.

May I be contacted please?