Very bad service

I did an online application on the 27th of November 2024, I paid R565 for the month to month contract of R499 home wifi, I received my router and Sim card on the 30th and since then no service. I am unable to use the router, since the 30th of November, I spoke to about 7 consultant and nobody can assist me, apparently my application not completed, the order still shows open and will close automatically but nobody knows when. I really don't know who to contact or what to do anymore.