Angry and Livid with Rain Support

I seriously have a problem with Rain, I've been trying to get a new router because my old router is Damaged. I have been calling since last year October or November to get a new router. I've been waiting till to date without any feedback regarding me getting a new router, No feedback whatsoever but all I get is my invoice. I can't pay for something I haven't even used. Today I called in to find out about my query apparently all they can pick up is the query I did January and January when I called it was regarding my feedback. A kind lady who tried to assist me by the name of Memoria tried to assist and told me she will escalate the matter but all I need is a router and all the months that I haven't had a router, the fees to be reversed or canceled ASAP. Please give me feedback. Please somebody do your JOB.