I paid my wifi, afte...

I paid my wifi, afterwards my wifi did not connect, I logged a ticket, agent called me, I explained and we did rebooting process, did not work, she said use different charger and then the router died, they said I should pay for a new router but then I refused because I did not break it and ask for terms and conditions to who's liable for what and I didn't receive it as of yet, I told them to come fetch the equipment and pay my money back, instead they use my money to do replacement of the box without my consent and then expect me to pay 345 again