Bad start to mweb

I have app**** for fibre installation, they were very quick in the initial setup however for the router it took days . on the 10 the they debited my account of which I don't understand because I don't have internet you are charging me for nothing . Your call centre never answers while my airtime is going and I receive no communication. I want to cancel as I can't even trust I will be assisted when I call you are not transparent at all . I doubt that this will be answered to as well however here is my customer number is ***8 if you are able to assist Regards Ms Nkomo