No service provided but quick to take your money

I was so excited when I ordered fibre from Afrihost - what a great deal it appeared to be. I could place an order, and payment would only be deducted once the line was up and running. I received an email saying that the line would be installed in 2 weeks. Great! More than 2 months and several emails and calls later, all of which went ignored, I still don't have fibre. I decided to cancel. Finally someone helped me over the phone to do this, the first time I could actually speak with someone at Afrihost. I saw immediately that there was a charge to my account. For what? There was no service provided to me? Then I remembered the useless router that was sent to me, gathering dust on the shelf. I informed Afrihost (Thembu, although it didn't sound like he wanted to provide his name) that I don't want it, it was never installed or used. No problem, he would arrange collection. Imagine my fury when they took the funds from my account anyway. COME AND GET YOUR ROUTER PLEASE. I will be reversing the debit order since this router, and your service, mean nothing.