Be*** vir Telkom

So I've had a contract with Telkom for over 24 months and renewed/upgraded it in April. The package I opted for came with a router and a new sim.. However to this day I haven't received either but I'm being debited for the items... I've called the call center but no joy at all as all of a sudden no one can pick anything up nor can they verify my upgrade/renewal, so how is it possible to be paying for something that I don't have and how the hell is Telkom debiting me for something I don't have... I either want a refund or the items I'm paying for...