Vox poor installation service

I have had a terrible experience with Vox as they took over my account from SADV with little consideration of my needs as a customer. They firstly tried to deliver a router without informing me of the takeover of the account SADV. My SADV WiFi stopped working but I have not been setup on the Vox account although they have already debited my account for the month. I have called the helpline but am made to hold until my airtime runs out. I am now frustrated as my family has to use data which is very expensive even though I paid for WiFi .