Paying for service that we can't even use

My grandmother recently moved into her new townhouse in the same complex as us, we decided to get fibre for her so she can use Netflix etc. We went through web africa because the prices were better, so the guy came and installed the fibre point as there was already a fibre box installed. So the line is ACTIVE, we waited for the Router to be dispatched WHICH STILL HAS NOT HAPPENED! It's been over 2 weeks now, I can't talk to anyone on the whatsapp line as no one responds, your phone lines are useless AND you took the first month's debit order off and we don't even have the router so she can't use the service, which is highly unprofessional! If anyone is thinking of using Web africa, don't! This needs to get sorted, you can't pay for a service that you can't use because you haven't delivered the router?!