Unhappy about Rain

I recently took out the rain 101 router on the 10th of January and however since the router came we never had internet connection after numerous tickets that I have lodged with them eventually because they were not contacting me i took initiative to contact them myself after i have told like 4 sales person that i am still struggling with my router eventually they sended me a technician to help me with the router to my surprise when the technician came he checked the router and told us the sales person who sold us the rain 101 **** to me as theres no internet connection and from our complex there hasn't been any coverage so he took back the rain 101 router back and changed it to some other router to my surprise when I check my balance to make payment they tell me theres a prorata fee of R997. 00 which i was never told about i was told about the R595 payment that should be made every the 1st when I called them to explain this that after a lot of times that I have lodged tickets and my router not connecting how come should I be paying that R997. 00 I was told by the sales person that well i should pay it and thats how it is i honestly dont know how is this possible. I can't pay for something that i struggled with and tried to contact rain where else they took their time to get back until i contacted them too quickly to look for money and yet they take their sweet time to help customers