vox charging for fiber service for 1 week before the installation

Vox billing me "prorata" for a week before the installation of my fiber,so they added(instead of deducting) the extra week to my debit order..so my debit order did not go through because of the extra amount,plus they charge a month in advance aswell,so its a double amount..now my account is suspended,plus an extra R35 for debit order failure.And nobody on the whatsapp channel can give u a clear answer and all automated replies on the emails.And i have not had wifi for 3days now..