Dishonest behaviour

I wanted to install a router at home. Went to the Cresta branch and completed the forms. I followed up various times as to when the router will be delivered and my account connected but to no avail. To date I have not received a number or router. Interesting enough I have however received an sms to pay a bill for R4 768.38 for a service I never received or used. To add injury to insult they reported me to the credit bureau. Trying to find someone to resolve the query is a nightmare. They cannot even produce any evidence as to who signed for the router if I am receiving a bill.