Paid in full for service and nothing received

I ordered and paid for a new LTE Router on 4/11/2020 and changed LTE provider from Telkom to MTN at a better data price and to get more data. Since 4/11/2020 I have called many times to enquire when my new MTN sim and router will arrive. The order tracking service online stills displays that the MTN LTE service is active, but nothing dispatched. I have spent more than 1hr53min56sec on calls from my cell since the beginning of the month and logged online queries. Last night the current service stopped, and I have no connectivity. I pay all my MWEB accounts monthly on time and have been a loyal customer for years!