Delayed Response Telkom wifi Router

I went to a telkom shop in pietermaritzburg liberty mall to purchase a wifi router. I gave them all documents required to get the contract. They gave me a case number ********** 2 and told me that they will get back to me within few days to let me know the outcome. Now since the 11th of this month l have been calling call center and they tell me that the documents are hanging at the credit centre because they were not scanned correctly. NoWe whose problem is that? My business is slow because of that wifi am waiting for. I just want the answer from them to know if they are going to help me or not so that l can try vodacom or cell c. Please help me get that router.