Staff are confused and need training!

What a joke... I have been a customer of webafrica for many years, but they have slipped and fallen very far from where they once were. I recently moved premises and wanted to have fiber installed. I contacted webafrica, managed to place the order, and had the router delivered. About 3 weeks went by after many phone calls to find out where the installers were, only to find out that there is in fact no fiber available for my address. How was i able to place the order if there was no fiber??? anyway, I then had to cancel the service and arranged with them to collect the router. The representative that I spoke to ensured that they would collect my router within the next 2 weeks. This was 5 months ago. I then got a clawback invoice for R999 for the router, apparently this is because I did not return it??? What? But I was told that they collect routers? Apparently not! What kind of training are these representatives getting if their story changes from rep to rep. So I now forked out to pay for a courier service to get this damn router to them, and what happens? They debit my account for the R999 anyway. Ive been trying to get an answer as to when ill get my money back, One rep says as soon as the router has been received, another rep says ill get credit? another rep says that they cant give me a timeframe and I will be contacted once they have approved the refund. What an absolute joke...