Billing for a service not used

They debited my acc for a router that they chose not to come collect,stating that they sent me emails but when they sold me the package they were busy calling me yet when its time to come collect it they say they sent emails. They never installed the fibre number 1, their router has been sitting here since Feb to date, yesterday they decided to debit my account for something I didn’t use.

I called their call centre billing dept and spoke to Makoma and I told her they must come collect their router and refund my money because that money is for my debit orders instead she kept wanting to transfer me, she doesn’t listen. I asked for her manager, she put me on hold and hung up.

Next step is to rake them to the ombud