Not a happy camper

i purchased a Telkom LTE deal 10mbps deal with router for R583pm. Sim and router delivered on the 9th Oct and activated on the 10th Oct 2023. I have not had proper internet connection since that day, called technical support that has an estimated waiting time of over 10 minutes, the guys tried to assist, called a 2nd time and a lady tried to assist but decided to escalate the matter to Telkom tech support. Account was debited R650 in Oct and again R450 now in Nov for little to no connection. Tech support came on the 25th Oct and i have been following up with mweb since then as they have advised that matter has been handed over to retentions. I have no intensions to keep the sim or router as Telkom has advised that there is poor coverage in my area and that a site will take up to 12 months to be erected. I am not sure why MWEB is taking so long to close the matter, credit my account and collect their router as i need to find an alternative ISP. i feel like their approach of dragging their feet is so unfair to me as a client. No one calls me instead i am doing the following up. I am really frustrated to say the least