Bad service

Made an online application for a laptop and router. I only received the router and laptop was supposed to receive a laptop bag, mouse, and windows software of which I did not receive and it was not communicated to me. I had to realise after opening the parcel that the freebees were not included even though I was under the impression that I will be rec them. Now it's the third month with my router and it is not working, I have called mtn direct, went to an mtn store unfortunately I am not receiving any joy as they say my Sim card was not ricad and they don't deal with Rica. At the store they said I must contact mtn direct of which I did and it was just a waste of time. The contract was approved in Jan, also got my delivery in January but to date the Sim is not Rica registered but weirdly I received a bill for this number. Mtn please assist