Appalling Service from Webafrica

Router was delivered, no installation since July. They keep debiting my account. I cancelled and requested a refund and for the router to be collected seeing that no installation was done, only to be told via WhatsApp that it's my responsibility to return the router or I'll be charged for it. Just received an email now that I'll be charged for the routet. I've never ever received such horrific service in my life.