I need help

Good day I have a serious issue that I need help with. I have been waiting for 5 days for Rain to replace my damaged router, it literally stopped working by itself. I called the support line and I was promised that it would be replaced and Collected in 24 hours and it been 5 days now of endlessly trying to get ahold of them. It's so frustrating because they say that my matter has been directed to management urgently and it's been days now. I'm really not satisfied with this service and I need assistance immediately