Their service mailbox is useless, they don't respond and of they do they respond after 12 months

Their service mailbox is useless, they don't respond and of they do they respond after 12 months. They took my router 3 months ago with the charger, I'm paying for a router that I don't have, they are not saying anything, I have complained everywhere, their customer care is useless, everyone is saying I must go to the same store that doesn't want to give me my router, that works