Horrible Service as per usual

I recently upgraded my internet line at home on a promotion after being called by a sales consultant from Telkom. With the upgrade, I was supposed to receive a Telkom Lit Media Box. I waited & waited & finally called the call center about 2 weeks ago to inquire. The consultant I spoke to informed me that she saw no order for a media box on my profile, but that she can see I upgraded on the promotion & that I can go to any Telkom store that has stock of the LIT box & they will issue one to me as the call centre has no stock. The store in Highveld Mall in Witbank where I stay did not have stock, but the store in Middelburg Mall did have stock. I visited this store on Sunday 4/11/2018 & while a store assistant tried assisting me, she could not issue me the box due the system wanting to charge me R1199 for the device & the manager was not in to override. She then told me to order it from the call centre. I have requested someone to contact me & received an automated response on the 06/11/2018 but still no one has contacted me. Please advise what I need to do to get my LIT box as promised?