Deducting Money for a Router that Was Received.

I am totally shocked at your unprofessionalism and total lack of any idea of customer service. I moved homes in November and the router, as arranged by your company, was collected. I then receive emails stating that it was not collected. I reached out and was told that someone would confirm with the courier - no one bothered, and you had the audacity to deduct money from my account in December for the router. I have emailed EVERY DAY to get an update and only today did one person from your company actually call the courier company and get confirmation that the router was received... Why should I pay for your lacking admin?