Incompetence on another level!! Mondo

Hi, I app**** for a wifi, LTE Package in December online. The application went well and i was there after contacted by one of the Mondo sales agents to confirm my application and delivery address and everything. The agent said that with my package i would get a router and sim card. A week later only a sim was delivered, i rang up to enquire when would the router be delivered? Sanele said that there was a fault or a mistake in the matter that the application was captured by the previous agent. He assured me that an "investigation will be launched as the previous agent had done a blunder. he went on to say with this kind of fault, this person would face a disciplinary action. The investigation was supposed to take about two week to conclude and depending on the outcome, he would contact me but never did. within that week, a second sim card without the router turned up on my doorstep, i rang up again to enquire and was told an agent that the investigation isn't done yet. I had not heard from Mondo until a debit was made on my account charging me more than what i app**** for. bearing in mind there was no invoice sent to me. when i checked the invoice that came with the first sim card, my details there are not mine, delivery address is wrong, email address isn't me. I've spoke to Cassidy and Sunasha and when i asked both of them if could speak to their managers to escalate this issue was told managers are busy and in a meeting. i am very upset to think am paying for a service i am not receiving. I was alarmed when my data ran out on Friday and was puzzled how can that be, when am supposed to on an unlimited LTE package deal R499.