I am being ****med: i am not receiving service i continuously pay for.

From the 6th of September 2025 till today, I have been dealing with MTN, and my pocket is running dry in the process. My router suddenly stopped working. I called MTN to report and asked for the matter to be resolved. I did everything they told me including removing the sim card from the router, putting it on my phone, still the issue was not resolved. I was then told to go do the sim swap. I went and paid R150 to do the sim swap, still the router was not working. When I called again, the agent told me that I shouldn't have done the sim swap because the issue was not with the card but the router. I then asked for my refund because I had been misguided to pay for something that i didn't need to. I ticket was made for me and I was going to be called back. Did I get the call? No, i had to call MTN gain to enquire and asked about the way forward with the router because from last month till today, I am buying huge data a day because of work. On top of that, I am paying for the contract of router that is no use at the moment.