Still have not received my router

On the 20th of Feb I got a call from a sales agent as I had app**** for the MTN home router month-month plan. They said they required an upfront payment which also included a pro-rata of this month and full payment of March. I have not received my router and what makes it worse is there is no communication from Mtn rewardsco. I sent an email and this company did not bother to reply. This morning I called them and an agent told me that my order got "stuck" due to a "system error" and she would need to escalate this to whatever department. She said the escalation would take 3-5 working days. I am beyond upset as I have already paid for this month and still have not received my router! The order has not even reached the courier company, it is "stuck" I am missing out on school work because of your incompetence!! I would not recommend this company to anyone.