Paying for Items before that was never delivered

Hi my name is Simphiwe Mantjie. I have a problem with MultiChoice Im asking for your assistance, I app**** for a dstv internet service 3months back and the called and tod me I qualified for the service, and that the internet router will be delivered within 7 working days. The router was nt delivered but to my surprise i had to pay for it and I didn't understand at first I got a call from them saying that the courier that was suppose to deliver got lost so can I verify my address and I did as they asked then another 7 days was added I waited it never happened money was deducted again, then I had a shock when I was checking my account and it says I owe R713.40 for this month and I checked my breakdown of this and I found that the are couple of amounts which are added in my account and I called them today and their agent told me that the router has been delivered and installed and I asked where cause I can't be paying for what I don't have, that agent told me I should go to the police station and do an affidavit saying that the router has not been delivered.

Hopefully you will find it in you to help me.

Regards Simphiwe Theodora Mantjie ***