Can i get feedback Turner ***

I took a router with Dstv last year and this year the router stopped working from April I reported this incident from then till today the router has not been fixed i sent email and im told they are waiting for the courier company to approve,it took them less then 3 days for the router to be collected but now its a month its not back i have been paying for this router that is not working from April and all im told when i call is its been escalated and nobody calls or send me feedback back.Ref number ***2.I am really disappointed on the service that i get its really unfair that i can be paying for something that is not in my possession anymore.Evan took the router to the offices at Nelspruit i was told they can not fix it they sending an email for escalation,but nobody bothered to call and let me know what is happening its like they just wanted to get rid of me in thier office.This is really not fair.