Money deduction without communication and being treated **********ly

I work in the IT industry as a network manager, so I have quite a bit of knowledge on how networks need to be run as well as how business is supposed to be conducted.

So after being a loyal customer for Webafrica for the last 3 years and referring countless people to them and always doing a good word in for them, I needed to move out of the current place I was staying. I asked their support what needs to be done since I was on the fibre deal that included a "free" fibre router and installation if you took it within their given time period. They did not communicate properly and they wanted to charge me all the rest of the months until the end of the contract for the same month I ended it. I wouldv'e had to pay a huge fine that I was not aware of. Luckily I checked and phoned them again and cancelled the cancellation. They advised me to only cancel the line in April, which was 4 months later, since otherwise I would have to pay the fine. So I ended up paying for a service I was not using for 4 months. I thought that it would be fine and I don't owe them anything after the four months, but at the end of the month I get R1000 deducted from my account which was not even mentioned or communicated to me. Normally an extra month of service wouldv'e cost me R400, so I did not budget for that and got a big surprise. When I phoned them, I was told that the amoutn was deducted because I had to return the router (which no one even bothered to tell me about). They just deducted the money without any communication at the end of my period with them.

So now it has been a struggle for 2 months since then to try and get the money back. I had to let them know I have the "free" router, then pack it all nicely for them and they then sent couriers to come and pick it up, saying that they will refund me. Later in the week after them picking it up I still have not received any communication from them, I asked them about it, and they told me that they haven't received the router yet. I have now been asking for a date when the money will get paid back, but I am unable to get any confirmation on a payment date, and instead of answering my question which has been asked so many times, I received a credit note without any explanation.

I need to understand what I need to do to get my money back please. Can I get a date, and an explanation on how to get my money back? It has been ongoing for months and it was very quick and easy to deduct the money directly from my account without any consulting or communication with me, but getting any type of answer on when I will get the money back or any other forms of putting my mind to ease seems to be too much to ask for.

I am writing this out of sheer desperation, because I cannot get any communication or anything out of this company after being a loyal customer for years. This is an appalling level of service.

Also, after logging so many calls about the same issue, they have no just deleted my support mails and have still not given me an answer. Basically I have no other way of trying to get help than to complain over here. I am thinking of writing to ICASA about this in a formal letter of complaint and I might also go to the police later today to open a case of theft, since i am not able to get confirmation about you receiving the "free" router, and also I cannot get any information about whether I will get paid back the money that was ****** or not.