Incomplete Order

I placed a fiber order. Fiber was installed on Sat 21/11/2020. I have not received the router. When I check order status it states as complete. I placed on order online and selected the free router option. I have received an sms stating that they will deduct the first debit order in 5 days for a service I cannot use. This is unacceptable. Can they urgently send the router. You call the sales line and they transfer to other departments up until the call is dropped.