Bad consumer service

I ordered the Home Connect wifi package from Mtn online and paid for the pro rata fee and package fee. I've waited more than 10working days to get my router delivered and still have not received it. When I called to enquire they telling me it's cancelled without explaining the reason why. When I ask about the refund they not giving me straight answers and this unacceptable and so unprofessional. If you want peace of mind don't order any home connect deals from mtn and Mondo. Save your money and time.