Debit order for fibre I don't have!

We moved into a newly built house in early December. We iniated a new fibre line for the house, which was extremely easy and the vox sales team were quick to take our order and start the process. Vumatel then came to install the box and Vox sent us the router. On trying to set up the router we were unable to. My husband then made numerous calls and vumatel came back multiple times. Most times vox blamed vumatel and vumaltel blamed vix. Finally after many calls and visits to our house by Vumatel. Vumatel confirmed that the fibre cables were damaged, this was confirmed in December. Even though the line was able to be repaired vumatel refused and advised that they would only repair the line in January. To date we heard nothing. We have had no fibre. Though Vox has happily debited my husbands account for a ridiculous amount of money. This is becoming absolutely ridiculous. How can we pay for internet services we don't have!! Vox seriously needs to align their departments as they have no idea what they are doing. We need an immediate refund of monies. As we cannot pay for something we don't have.