Worst service ever received!!!

I would not recommend anyone to apply for an mtn wifi packages online, I did an application on the 7th April was told that it will take 3 days for delivery. Waiting for a month after calling several times to find out when will they delivery. I was told the delay is from Dsv couriers, when I finally received the router on the 22nd May. It only worked for a day then the following day there was no signal. Called the call center several times to try to resolve it. But still nothing worked until one of the Agent told me to return the router and apply for a mobile router. I went straight to the shop in New Market mall on the 29th May thinking it will be easier. I got the shock of my life when I received the worst service ever, when the guy asked me the reason I was there. I told him the same thing that I was advised to return the router in exchange for the mobile. Instead of him advising options or to give clarity he bluntly said to wait for him to cancel the contract first. When he's done he said that I should have brought the router to be checked at the shop because it's a challenge for the call center to assist over the phone. I said to him but why didn't he suggest that from the first place! The only thing that I wanted was a working router since Iwork remotely. What made me even mad was the fact that when I asked to reverse the cancelation while I'm at the shop he said No it can't be done. And told me to bring the parsnip and bank statement to apply for a mobile router. I told him I don't want any contract hence I've opted for a month to month. To add the cherry on top he said to wait for 20 days for cancelation to be finalized and then only the refund can be done. However he's doesn't know if I will get the full refund or will there be cancelation fees. This is really frustrating because I went home without a router nor my refund if R541 like the call center advised that its better to go in person. Basically I wasted my precious time, So I am really disappointed that some people don't appreciate their jobs in this economy!!!