Webafrica takes money but no service

Place an order for fibre, vuma no box inside flat, but webafrica takes money, here I sit with a router in a box, not connected to any fibre and I paid, no idea when I will be connected. Is it legal to debit before service is active, seems like a ******* with no clear idea whether any good will come off it? A sour way to start a business relationship when you pay for no service, wonder whether anyone will resolve this issue, or will I just be another victim of automated machines and AI bots answering me???