I have received a Router, I connected it

I have received a Router, I connected it. No internet 🛜 Reported the issue , the Consultant tried to assist but failed the issue hasn't changed. She said she'll log a ticket for technicians to visit my house for a connection, none of that has happened. 2 weeks later my money is deducted from my account even though the router never worked and the company was informed within 2 days or receipt.