Poor customer service and shocking internal procedures

I am writing with the utmost frustration. I experienced issues with my router from the middle of October upon consistently reaching out to the agents via WhatsApp self-service; unfortunately none of the agents were able to assist.

I then decided to take the router to the nearest walk-in centre on the 23rd of November, and an agent (agent x) assisted me and advised me to leave the router and that they would contact me to advise on the progress of the router. Upon not receiving any feedback from the agent, I called the DSTV generic number to track the call logged and, to my surprise, discovered that there was no record made on my profile regarding the issue, so no one could assist telephonically. i then tried calling the DSTV number on Thursday and was advised that there was no record or note of an issue with the router. I returned to the walk-in centre on the 30th and explained the matter at the reception desk. I was advised that the agent was on lunch and then issued a number to be assigned to a desk. I was assigned to a different agent who, upon explaining my matter, left and returned with the manager 20 minutes later. The manager advised that no one knew of my matter or could trace it on the system and that I would need to wait for agent X to return from lunch. Upon awaiting for him to return, he showed no sense or interest to my matter, he advised that he was on leave for 4 days and hence why there was no movement on the router and that the router was still experiencing issues. I then requested agent X to seek a possible solution, and he advised the only solution would be to take the router home, which he confirmed was not repaired and that connectivity would last an hour. As my frustration increased, I resorted to requesting to cancel the router subscription. he then proceeded to log the cancellation on the system and said the router would be collected in 48 hours and that he would use WhatsApp as a means of communication to advise me when the router has been collected.

Due to the immense disappointment and frustration at the service received from the walk-in centre and more specifically agent X, I sought assistance on the WhatsApp DSTV self-service platform on the 2nd of December as i still wanted to find an alternative solution to continue with the router contract, and the agent assisted me with logging a query. A reference number is available. From the 2nd of December to date, I have received no assistance. The call logged was escalated to the contracts/credit department, and the department advised me that i cannot cancel the contract and that agent x shouldve advised me to log an insurance claim. The department advised me that they cannot assist me as agent x was not responding to them and he was the only point of contact. i was advised to make direct contact with agent x, who is also not responding to me to confirm if the contract with the router is cancelled or not. i requested the walk-in branch managers contact details and have received no response. (All email correspondence is available). i have declined calls as i want written correpondence

I no longer want to seek a solution to repairing the router; I simply want to cancel the router contract and seek an alternative service provider elsewhere. The service i have experienced is beyond shocking.