New Deal not fulfilled

I called on the 24th of August for the LTE router deal 80Gigs data (40 during the day and 40 at night for R369.00). They said the router will take 7 days to be delivered, I have not heard anything from them. They gave me a ref# JSE ********** 4001 and said I can follow up with that. I called them now and they can’t see anything on my profile and they can’t use the ref# the gave me. What is the point in generating a reference if it cannot be used? ?? I even attempted the online chat option after calling the contact centre and im still waiting for an agent to assist me!