No device, money debited, no updates

I app**** for a router online. I was approved and the account was debited before the delivery. i was told it was for confirmation of bank details. I have been waiting for delivery since 01 August 2017. I was told the device was returned by Courier (waybill ***). I have been talking to Consumer Sales Dep representative (Thobile and Mandisa) who puts me on hold for more than 20 minutes before telling me that they are escalating the problem. I regret my decision for applying for that router. I want nothing to do with Telkom. I now want to cancel that order (***). I have logged case (***X). The service i got from Telkom is the worse in my entire life. I regret my decision to apply for that router.