Consultant muted my call

I took out my third MTN contract last week and my router was delivered on Friday, firstly I was charged extra R87 for subscribing during the month up to today the work is not working. Secondly I subscribed when there was a promo of R300 take a lot voucher, I did not receive it in the package and lastly I called MTN to find out what is going on with the activation of my router they tell me it’s not RICAd and they transfer me from one departing to the other on the lady department the consultant put my call on mute because she wasn’t able to answer the questions I was asking. I told her I have never went in store to RiCa a sim that was delivered to me since they take RiCA documents and RICa it for me then she muted my call. How do you do that to paying consumers? Activate my router and send my voucher tuu!!!!