Disappointing level of customer service

My house was ****** and my 5g tower receiver was ****** on the the 23rd of March 2022 .I reported this issue to and I was given a letter via email of acknowledgment of debt of 4000 for the ****** 5g device.I then signed and returned to the making an arrangement to pay it off over 3 months .I then paid my first installment of 1400.00 and I sent through my proof of payment.I then made follow ups to find out if they could replace the ****** device because I was billed with the full amount month end.Till now they have not replaced my device and my work is suffering because of this.I called the call centre numerous times looking for the way forward and spoke to different agents and I spoke to a team leader who advised she will call me back .But nothing has been done till now.So I'm so disappointed in this level of service as I have been loyal to them for the past 5 years.So I'm really thinking of taking my business elsewhere.