Terrible service from Webafrica and Vumatel

I just got my fibre installed from Vumatel , and it's not working and when I logged on to my account it states my deliver fee fo R249 is unpaid yet they successfully debited my account on the 22nd December, if it was not successful how come they delivered the router. I have on WhatsApp with their agents since 11am on 24th and tried all sorts of troubleshooting and still nothing. I'm truly very disappointed and the excitement of getting fibre was dampened. If this is not sorted out, I'll be going on other social media platforms and the ombudsman as well.