Frustrated and very Dissapointed

Very disappointed and frustrated. My friend upgraded her existing Telkom internet package on the 08/03/2018. It was stipulated that the new Router and modem would be delivered via courier. She is still waiting for the delivery. She has contacted Telkom on a weekly basis on the process of the delivery but to no avail there is just no response or competent assistance regarding this matter. What more must she do? and yet Telkom still has the audacity to charge her the new upgraded subscription, for the last 2 months!!!!!!!