Re-deduction of R999 and my R249 refund

I ordered Fibre from webafrica. I payed R249for the router they sent their router. But when it was time to come and connect it they said they don’t have fibre in my area of which they checked before and said they have it. I sent them several messages to come and take the router and they didn’t come. They sent me a message that if I don’t sent it they will deduct R999. I contacted them and they came and fetch it and they promised to refund myR250 and they didn’t . On the 28th November they deducted R999 from my account