Poor Customer Service

I ordered a fibre line with Afrihost and had the router delivered and money debited off my account. A week later I called to find out when will installation take place and I was told that vumatel cannot assist as we have received a maximum number of lines and that a refund would be processed. An arrangement was made for the router to be collected. The router was never opened so it is still in the same condition I received it in. Two weeks later there is no update as to what is happening and when I will be refunded. Their call centre is as good as useless as emails are responded to with no help at all. It is so funny how money is debited in a flash but when a refund has to happen, it takes weeks and no communication at all. I have grown tired on following up as no clear timeline is given as to how long the process takes and when I will be refunded.