Baaaaad service

I had app**** for a wifi router n Simcard online, it was dilivered on the 14th of April, but till this day it is not active. I've been calling the call center and been to an MTN shop but still no solution, besides being sent from pillar to post. Thing is I know for a fact that il be billed for something that's not working. Can MTN pleeeeeease come n fetch their device coz when I went to the shop to drop it off they said call the customer care for a ref number but customer care said I need to get the ref number from the shop. I cnt be dealing with this type of service.