3 months and I still cannot get my router back

I bought a new LTE 10GB package from Telkom Mobile mid-Jan 2015 but jammed the sim card in incorrectly (regrettably). The Telkom shop wouldn't take it for repair (because I had bought through the online channel) so (again, regrettably) I had to engage Telkom via its Contact Centre. Eventually they collected the router for repairs some 3 weeks after me first asking and now, 6 weeks after that (with the repair payment made 3 weeks ago) I cannot get anyone from the faceless entity to take ownership of my inquiry and send my router back. This online channel is an abysmal failure. ***. It's now 3 months since I bought the package (for which I am paying R459 each month) but I have not yet been able to use the product.