MTN Bad /zero service

Handed a router in to be checked before my 7 day period was up on 29 Nov.. Now have several reference numbers received from complaints as I only receive feedback from the assistant when I ask her. Customer service should be the other way around.. She now says nothing shows on the system... Almost a month without internet needless to say I have been billed for a full month and have not even used the router as yet.. Complaints keep giving me a automated response pls call their call center (I can see its automated as the email info has not even been read) what's the use of complaints center?? If you communicate with a computer😡