Billed incorrectly

I Signed up for cool ideas in January 21 2019. Upon completion i get a message saying "Thank you for your application! One of our friendly connect experts will be in touch to assist you with any signup queries between 8:30am and 5pm weekdaysand 9am to 12pm on Saturdays and Public Holidays".

On the 4th February i get an email saying that they "tried calling me and they have couried me my modem".I see that i am also billed before even receiving my modem or service. My concern is that nobody did try calling me , I would see a miss call if they did. Also if somebody did contact me i would inform them that i only need this service to be activated on the 1 March 2019 as i am still in my last month with my current ISP and have to serve my cancellation notice.Now i am stuck with an unpaid invoice with cool ideas without even having the service yet.

I tried logging numerous tickets on the client portal I get one response "Unfortunately we are being billed for that line we had to activate the services an send the router" How is this fair ? how is this my issue that they are being billed ? nobody called me to confirm when i need this service.

I tried calling 5 times to get hold of the right department(am normally on hold for 20 mins). When i eventually get hold of someone they say they will check and call me back and this never happens.

I haven't even joined properly yet and i cant get any support and am being forced to pay for something i am not using yet. How is this fair ? Please if this cannot be rectified and billed for only from the 1 March 2019 i want this service cancelled.