Axxess Bad Service

I have app**** for LTE axxess. I completed the online application, selected to buy a router and paid for the router and first month's axxess on 5 October 2023. They gave a few bank details and I selected the bank I use in order for the payment to be available immediately. They confirmed that the payment was received, requested the RICA documents and I submitted it. I received confirmation that it was received and that the router was dispatched.

On 7 October I noticed that a debit order, for the exact same amount of the router and first month's balance, went off my current account. I sent a mail and got a response back that a debit order is signed when applying for a service. That doesn't make sense as the first installment must be paid upfront.

I contacted them. They confirmed that my initial payment was received. They also said that my money will only be refunded on Thursday. I don't know what they call it, but I call it theft or *****. I asked the agent in an email if she would be happy if a company treated her like this. Faith did not bother to respond. So.... Seems she is proud of the lack of service they provide.

Pls ensure that you know what you sign up for and ask the questions