Extra charge on invoice

We recently switched to Telkom for our internet because they offered a better deal than where we were before. They promised a router and a lit box as part of the deal but these never arrived. We questioned the technician but he "knew nothing". Luckily we still had a 12 yearold router so we're using that. After a few months we went in to a telkom shop and after some time the guy in the shop managed to figure something out and he was able to give us the lit box. But no router. More than 5 months after starting to pay we still have no new router. We also had no internet for the first 1.5 months because they were unable to give us an internet line!! But the cherry on top of all of this is that now, in month 5, we suddenly had R1099 added to our monthly bill for "device purchases". No explanation, just add it on and debit my bank account! WHAT A *******!!!!!! Telkom, explain yourself or refund me please!