RAIN DELIVERY OF SIM WITHOUT ROUTER AND WITHOUT ANY COMMUNICATION

My sister in law had a router for my son and didn't want to pay for it anymore, I contacted rain last week Monday and asked if I can change ownership and was informed I need to cancel the router and order a new one. This was done last week Wednesday and a confirmation of delivery for Tuesday was received on Tuesday. Yesterday the courier informed me they are only delivering the SIM card and there is no router. I call rain and I'm informed I will have to wait for the escalation team to contact me on when the router will be delivered. My son is sitting in Cape Town without any active internet and RAIN customer service Supervisor / Manager from the Cape Town branch Ishmael tell me that its my choice to wait or not as its way above his pay level to explain to me why I didn't get the router, why I wasn't informed and that I must wait till tomorrow to receive a call from his boss about this. What irritates me is that no one seems to understand how their logistics incompetency is causing a delay on my sons future. Im note sure if I am not being taken serious because I am black or I am just being undermined as I am a women.

I hope that the logistics team will see an urgency of delivering my router to me within this week as I cannot wait till next week