Not impressed

My router with a sim card from Mweb was ******, I called to ask them to check when it was last connected so I have an idea and then block it after, They told me they can't do that. How are you guys a division of internet solutions when you can't even do such a simple thing? Rain knows how to do it, you should learn from them. They were able to check when I was last connected and reimbursed for the weeks I wasn't connected. I've sent the sim swop form but already have a statement that's saying I must pay the full price when I was last connected on the 9th of November and need to still wait for my sim card and for it for be activated.