bad service by Mbali Ndlela

I have 2 contracts with telkom one is a router which i recently experience issues with it,i'm not able to connect but when i check my balance i'm told that i used all my data yet the device is not working,I called customer care the agent (Mbali Ndlela) was very rude and told me i need to prove that my router is not working and theres no network that can check which device is used with a certain number yet vodacom is able to do that i feel ripped because i'm paying for something i cant even use.