LTE faulty router

After landline fault logged 15 May, i was informed the line will not be repaired as telkom is phasing out copper and the only alternatibe is LTE. App**** for LTE contract and received the router 26 May, from 28 May i kept getting an error ‘no internet connection’ router was taken back to Mall of the South and tested as faulty! Thandi then told my 80 year old mom to go and exchange the router at The Glen shopping centre and to ask for Simpiwe. On arrival there the store was closed for stocktake and could not help her!!!! She was sent to the other telkom branch in the Glen who had NO routers in stock? The LTE contract is 4 days old and we have no router. After contacting Thandi again i was told i will be phoned back in 10 mins. This has not happened and my calls are not answered!! How can telkom expect their clients to have to drive from store to store to get assisted. Mall of the south should obtail a router and deliver it as they were unable to supply?