Paying for services not rendered for

Good day

I once changed my decoder in May to the new one which is the explora ULTRA for the wifi, The guy came to change it but the rooter was not yet being received till today i call in everyweek to complain but i get empty promises that the courier people will call me with no luck but month end i get debited my reference no ***1I70.

This is not acceptable at all why did i change if im not getting what i pay for.