Fiber router

I called Telkom call center to report my fiber, the lady was very helpful and she requested the technician to come to my house and check it out and he was very helpful and told us we need to change the router as we had it for more than 24 months and we will not pay anything as we have the contract with them, sup rice went to Telkom in Vall mall told them about my situation and they told me I have to buy it myself and I should go to incredible or call 1023 and I told them this is not what the technician said and I was dismissed just like that. I'm so sad because it's been years, I had contract with them, but this is not how you deal with your customers.