Supersonic Fibre complaint: Refund

I placed an order in June, upfront payment has been cleared, they added the incorrect address and the parcel went to the incorrect address and then returned to Ram, specifically asked ram to deliver to my work address and because I work in a call center to come to reception and ask for me but they did not do so. I have been contacting on the WhatsApp comms, I get assigned to Joyce (more than once) Catherine and they ignore my request of sorting my account out. The previous adviser had requested my upfront payment to be refunded and I thought it was sorted but it’s not url debited me when I don’t have any services or equipment of yours. I had whatsapp again and the agent told me my account is not cancelled which is why, how the bloody hell can you bill someone for services that was not received nor activated, url have the router back in ur own possession