Poor Service, Charging clients for services that they cannot or will not provide

I bought A Rain 5g uncapped Router and received delivery on the 2nd April already , problem is that damn thing has not been working since, I have sent out numerous emails to the Rain Customer support emails , but I Am yet to be contacted by someone at Rain to resolve my problem, Not only have I paid for R699.00 prior to the delivery , I have been subsequently charged another R699 for the month of May, I think this is so unfair and ********* what Rain is doing , How can they charge me again without even bother to assist me with my problem . This is blatant ****************, I cannot believe that they just do not bother to contact me to try and assist me to get the service that I am paying for up and running.