No Router!

Took a package for my mom with Mweb on the 07-12-2020. No hassle to get the fiber connected . 10 days later, no router received but they nicely activated the non existent router and debited the funds from the account, after the agent told me they will only activate and start debiting once the router has been received.What the heck MWEB? This is ridiculous! I want my router!! So disappointed honestly.