Very bad customer service

Woke up with my 5g router not working. It's plugged on but is off. I called rain and reported the matter immediately and was told that it will be replaced in 3 to 5 working days. I called yesterday 14 July and I was told someone should contact me to arrange. I called today and a lady told me I won't be getting a router. Now I just spoke to a guy who told me my issue was escalated to a technician. I explained it is not working and I've been doing all the steps to try switch it on. He tells me someone is going to call me and when I ask he says as soon as possible. Which is the same answer I've been hearing since Saturday. When I tell him how frustrated I am he is aking me if there is anything else I need then proceeds to say I must have a great day