Vox Telecom *******

Good day , So I recently signed up with Vox telecom Lte package . Paid for the router and required data in advance . I needed it to work from home. However due to a small mishap my sim was inserted wrongly. I contacted their technical support for assistance and they advised that a technician would be assigned. I repeatedly asked if there were any cost involved and was advised none. So this morning checking my emails I received an statement for call out fees for the sum of R1,377.81 which cost more than I paid for the router itself. So how do you bill a customer that frequently asked if they would be charged for call out fees and was assured there would be none. This is really ripping a person off during this time. If I was informed that call out fees is charged surely I would have weighed my options and have it done alternatively.