Pathetic service delivery from Afrihost

On the 28th May, I have ordered WiFi Fibre installation from Afrihost, the package included free installation and a free router. After 11 weeks my order was eventually processed on the 8th August by Afrihost. From the 28th May to 8 Aug I've emailed Afrihost 6 times to follow up on my order. Openserve came to my house for the installation and I was told that they only received my order on their side on the 8th. I was told by Openserve that I should have received a router through Afrihost already, when I enquired about this, I was billed R748.00 which will be debited from my account on the same day. When I phoned Afrihost to enquire why I should pay for this I was told that the accounts department wont be able to change this invoice as it's system generated but I will receive a credit. How does this work? Why should I be billed for a router that forms part of my package and should be free? So once the funds is out of my account, will I have to wait another 11 weeks for the funds to be credited? I tried to rectify the problem via telephone but had to speak to 3 different consultants that transferred me from the one department to the next. I find this service delivery poor and if I knew this was what I had to experience dealing with Afrihost, I would have decided on another service provider that would have delivered fibre within 14 working days. I have requested on numerous occasions to speak to a manager which is practically impossible. I find this experience frustrating and disappointing.