MTN HAVE NOT DELIVERED MT ROUTER

I upgraded my data contract which included a router device from MTN. On 15 August 2024 the router was delivered however it was faulty. I then returned it to the store on 21 August 2024 and they booked it in but to this day I have not received the new router. when I called to follow up they told me that it was approved by the warehouse on 26 August 2024 for delivery and they keep transferring from one department to another. Also when I go to the store to enquire they either tell me to wait for their call which I've never received or call MTN.