New client left without service delivery

I am a new client and feeling increasingly disappointed that I made this choice. Why? Firstly because I have not yet received my router and this is Day 8 following installation by Ocatel, who by the way were extremely efficient and professional. The company website address is located next to my house and I have even suggested I come and collect it to no avail. The responses I have received thus far are set ones with no substance. Secondly not only do I sit with no service, it is one I have not only been billed, but already debited for! This needs to be adjusted accordingly. I require concrete information from a named, authorised person who can take responsibility to deal with my concerns. UPDATE The router eventually arrived yesterday afternoon. Wifi was easily installed but no internet connection. Despite being in touch with support on two Whatsapp sessions for long periods, I've now been informed a further wait of between 24-48 hrs while technicians attend to the issue. I'm understandably disappointed and frustrated by a relationship that has hardly started, given I have no service delivery from the provider.