RSAWEB's poor service

I am a very unhappy customer.

A debit order went off from my account on 1 February from RSAweb for fibre that is not installed yet.

Two guys from Octotel came to do the wiring on Saturday 28 January and the router was not delivered yet, so I am not making use of their services, yet money was taken from which I understand, delivery fees are also included. Its been a week.

I was told that money will not be deducted if the full installation is not completed.

I would like to know why they would take my money for a service not rendered.

Communication from the sales guy Michyle who was very keen to sign me up, who is now giving me attitude on whatsapp is very poor and communication from RSAweb it self is almost non existent.

I spoke to a call center agent named Muneeba 2 days ago after umpteenth attempts and airtime wasted, who said that the router was dispatched, asked her to send me a email to confirm, yet nothing. This call was recorded and was made at 2:37PM on 2 Feb.

I would appreciate some feedback, if anyone else is experiencing this with them please advise if I should find a new service provider before it even starts.