Appalling service by MTN online direct

I am extremely appalled at the level of service that I have received from MTN. I upgraded my contract in February 2022 via MTN online direct. The router that I received has been faulty from the get go. I contacted your customer care to report this And I was told to take it to any of your stores which I did but the 3 stores I went to refused to take the router indicating that they could not assist me because I did not purchase it at their store. Called the call centre again and the service agent I spoke to had said that He has made arrangements for DVS to collect it from me in 2 to 3 days time. This was last week Wednesday and no one has contacted me to collect the router. I called in this morning and I have spoken to more than 10 people who have either transferred me back and forth between the Different MTN depts or simply just cut my call without assisting me. I am now sitting with router that I am not making use for over month while mtn is deducting money from my bank account on a monthly basis. You are the worst service provider and I regret the day I took out a contract with you. Your service agents are rude and unprofessional to say the least. I am pleading with you to come and collect this router and do right by your customer. I have literally run out of options at this point.