Unauthorized Debit and Terrible Service!

My router hasn't been working for approximately 2 weeks, I have been back and forth with Mweb, constantly been transferred from pillar to post. I wait approximately 30 minutes between these transfers before another clueless consultant answers. They processed a order for a new router of which I canceled as it clearly states mweb website that they replace the router free of charge up to two times. The lady that spoke to me when I called to canceled, didn't give me her name or a reference number but said that the cancelation is processed. This morning my account has been debited. I have called the sales department and again, I am being transferred from one person that doesn't know what they doing to the next. I want my money returned. MWEB is quick to debit accounts but provide the worst service ever!