New Router / service not working but billed

Shocking experience and lack of service from Telkom. Bought an LTE router in October , delayed delivery at store , when we fetched it the store consultant said they set it up and we can start using in about 5 days and to call 081180 . when we switch it on after 5 days , sim was not working / faulty . 081180 tells us to go back to store for them to fix the sim which was not registered . when we get to the store they tell us we have to call 081180 to ask for activation . they then say they will excalate to tech dept . we gave it a few days to be solved . still no luck after over 1 month of purchasing this device . our sime is not working , we have visisted gateway Telkom 3 times and they always say they will escalate to tech and they cant do anything about it and they ask us to also try excalate on 081180. we have called 081180 many times and no refuse to help saying its not their dept that deals with sim faults and we must go back to store . does it make sense to make a customer run up and down the store almost 4 times and still no assistance . nobody wants to assist . should we cancel and go to a better service provider . ?