Terrible support from WebAfrica

Horrid customer support. I placed an order and haven't received any comms whatsoever regarding the dispatch of my router. My fibre has been activated and my account has been charged A WEEK AGO. Yet their whatsapp chat says nothing has processed on their side, how does this become the customers fault if the debit has gone off on my side? I have waited a week to get this resolved and haven't been able to speak to a single HUMAN agent from WebAfrica on the phone at all. I have yet to have wifi access or even a router a week later, and I am already going to cancel. Terrible consumer journey if you ask me :)