Bad service and disrespect from a cashier/worker at Pep home at Southgate Mall

Its been 2 months now not having the pocket router that I bought from Pep home at south gate mall. I bought the pocket router only to realize it doesn't charge and another thing it had technical issues, the network was for ever offline. 3 days after purchasing the router I decided to take it back go to the store. When I got there I explained whats the problem with the router ,a Lady by the name of Mpho while I was explaining she then took to check if really it doesn't charge then came back said we need to check the network if it really don't connect. During that process she said I must open my phone she wants to connect through my phone ,I asked her to connect straight on the router so that she can see it will give her difficulties as well. That's when the argument started she forced me to open my phone she connected through my phone and she said theres no problem with the router . I told her shes using the data from my phone not from the router ,she started raising her voice and telling me I can't be wasting her time and my time. I opened the routed tried to show her that there's no simcard on the router so theres no way shes using network from the router through my phone . The next thing there were security guys In the store,they came straight to me and asked me whats my problem ,I didn't understand why they asking me and not the workers but then I explained whats happening, they heard my side and then said they now don't understand why the lady pressed the panic button . I told them im calling customer service, I went out to do that while I was on the call ,that lady mpho came to me and asked me to come take my refund .I told her its already late because im escalating this because shes undermining me and I don't know why. The lady on the phone tried calling the store ,the lady Mpho told the workers at Pep not to answer the phone. I then asked her to give me my slip/receipt so that I can leave . She refused to give me both my receipt and the router ,I then decided to leave. The next day the area manager called me I explained my story he then decided to make a conference call and then she said admitted on some of the things that I said then the Area manager told her to apologize, and she did . But then said I must go back to the store and fetch the router . I told the area manager that I dont feel her apology and again what means is she willing to make for me to get my staff back since shes the one who denied giving them back and even admitted and said her reason of doing that was because she saw im calling customer service so she was scared that shes gonna be in trouble . The area manager said I should calm down he will call me later on that day so that we can get a better solution. Even today im still waiting . Its not 2 months no call from all of them and yet my receipt and router is still with her at the store .