New Client Onboarding experience disappointing

NEW CLIENT: I called on Saturday the 6th of June to get the fibre package. However, we already had fibre installed at our complex all that was needed was the black box, which was then installed the next Thursday, 11 June and the installer advised that the line will take an hour or two to be activated and a signal/notification will be sent to MWEB to dispatch the router but we can also call MWEB to notify them. After an hour or so the line was activated and I called MWEB (from noon Thursday and Friday) didn't get hold of them till only on Saturday, 13 June morning and the agent advised that she is sending through the info to the dispatching team and the router will take about 2 working days to be delivered. After I notified MWEB on the progress, I then started receiving a bunch of emails (such as the Fibre agreement, installation confirmation, Statements etc.). Once again I've been calling since yesterday 17 June, till now my calls are not answered because I have a couple of questions. Today 18 June I received a debit of R335.47 which seems to be a pro-rata charge I presume, but on the invoice there's a debit and a credit to bring the charge to R0. I don't underdstand why I was charged especially since I still don't have the router as yet and I have not even started using the internet services. As a new client having experienced this, I wonder if I later face challenges will I get help/support from MWEB (am losing confidence). Calls are not being answered and there's no email address on contacts.