Bad service from a big name.....

I have app**** online for a router and Sim deal someone called me 2 days later and signed me up.... However I was on sent the Sim no router I have been on call with telkom for 2 weeks and they keep telling me that the matter will go to the escaltion department and then they will keep me informed for progress.. But I still haven't received a call from anyone at telkom or anything on how this issue will be resolved its almost time for them to debit my account for payment bt I haven't used the Sim due to not having a router...... I am frustrated at the service of telkom