Router not working

On the 23/03/2024 my router stopped working and is not switching on . I called the customer service and was advised it will be escalate to the relevant department for me to get a new router.

I have been waiting for a new router since 24/03/2024 up until now the department hasn't contacted me or I haven't received any feedback. I called again today and spoke to ChinMei who is a floor support and advised that he has escalated my query to the relevant department. I have waited the 5 business days that I was advised about , and still it's being escalated for the 3rd time . I am working from home and I need internet connection , for this whole week I have spent close to R300 to purchase data which is close to 60% of my monthly instalment that I pay , tomorrow money will be debited on my account for a service that I didn't get for the past two weeks . Would I be wrong if I dispute the debit order and cancel the subscription because I am really not satisfied by your service and I am basically paying more for internet this month.

Will the money for the data that I have been buying daily be reimbursed? Will I be debited R295 on the 1st as now I am buying my own data ?

I have been calling and being told the same story about the issue being escalated . Spoke to an agent called Tracey today she advised she can't assist me and was very rude , refused to give me a call reference number or even speak to a team leader.

This service is very disgusting and it seems like this company doesn't care at all. I want to cancel my service ASAP