Dstv Explora is a ****!

My mother received a call from a dstv call centre agent she informed her about getting a dstv Explora ultra decoder. She informed her about the fees payable and that she will receive a router which also has an additional fee if she uses the data and if not she would only have to pay for the decoder. She agreed, the decoder was delivered to her a few days later and she was called by the agent that an installer would come within 10days to install the decoder. 10Days passed till today it has not been installed. End of the month they deducted the fees. When she called the call centre service, she told them that she wanted to return the decoder because it hasn't been installed. They told her that she can't cancel the "contract" and they will still have to deduct fees for it. When she explained that it hasn't been installed, the call centre agent pretended she couldn't hear her. Since then, the decoder has not been installed and the company has made its first debit which included the router fees, the same fees they initially said they won't deduct if the router isn't used. How is this possible DStv? Why is it that fees are being deducted for services not rendered. We are definitely taking this complaint further