Line active, NO ROUTER!

I moved from my previous ISP as I had issues with getting hold of them. RSAWEB seems to be the same. I was supposed to get a R645 fibre package but ended up paying more. Then the line was activated on 30 April but I have been waiting for a router delivery since 23 April and no luck. I tried to get hold Bertie, who was assisting all along and he is not responding to my messages. The courier say they do not have the parcel with them. Since 30 April, I have been contacting your support but no luck. Your site says you are available on weekends but the whatsapps I got back say you only work Mondays to Friday. I spent the long weekend with a house full of teenagers who had work to do, I had studying to do and ended up paying over R500 for alternative connectivity. Please can you look into this mess!