Disgruntly customer service of a faulty router, unfairly listed as adverse payer during COVID 19

I entered into an agreement with Cell C, for a router for data, it was functional for about 3 or 4 months and then the router started becoming problematic,

I continuously contacted the service centre at Cell C, but to no avail, I was extremely disappointed as the debit order was continuously being deducted. This was totally unfair. With much back and forth on the telephone with your consultants I was told to go into the branch, I went in to the Soneike and Tygervalley branch to be told that 'those routers are problematic, and that it will have to be booked in and sent to be fixed' when I enquired regarding a loan router while they were fixing the one I booked in, they told me 'unfortunately they do not have any available and that I should use the sim card in my phone'. This annoyed me that I literally left the shop in tears. I immediately stopped and reversed my debit orders as how could I be paying for a service that was not rendered. Months passed and I received no feedback or response regarding the 'problematic' router. I am single mom with two kids and times are tough financially, further to my distress and anxiety the pandemic has put such a financial burden on all of us. When I went to my bank to ask for assistance I was told that Cell C has listed me as an adverse payer. During this difficult time for each and every South Africa, it is very sad that Cell C would have no empathy, I am struggling as a parent, and I urge you to remove me as an adverse payer. If you can contact me and provide me with a reasonable amount that I need to pay based on the period of a functional unit.

Your feedback and response will be highly appreciated in order that this can be resolved.

Taking cognizance of the fact that I work for CPUT and this customer service will be noted. .