Network coverage and money deducted with no explanation

I received my order on Wednesday for the rain 5g with two 4g sims and since Wednesday we haven’t had any network coverage it’s quite frustrating that we not able to use the router due to the router not being able to connect to the internet. Can’t watch tv nor work can someone kindly help with finely network coverage for our router. When the router was delivered on Wednesday an amount of R400 was deducted from my amount that was not communicated prior to the router being delivered to me. I called the call centre till today I haven’t received any feedback on what that R400 was for cause my next payment was the 1st of July.