Bad customer service

My Snowflake router just stopped working, I logged a call with rain the day before and they advised someone will contact me within 24hours. No one did! I called again and the consultant advised me to out my router in a different area, I told her it isn't coming on. She then escalated the matter saying I must pay R4000 for a new router. I called again and I got assisted. Someone called me back to say the router will swapped out. I waited then week and half. I called again and had to re log another ticket for my router. I only had the router for 3 months. It's now the 1st and the money has been debited off my account but I don't have a router. I