Overall Bad Service from store to call center

I have been dealing with telkom for years and the service doesn't get any better. I have a router that has not been working for over 4 months now. When I call im always told to switch it off, restart etc always explaining that I have done that before even calling. I spoke to someone in the call center that said she would escalate my query and send me a ref number on sms. Which I never received. I get data every month but I have a router that doesnt work. If i go to the actual retail outlet im told to call the callcentre when I prompt to use their phone im refused. I would now like to close my account which I understand takes another process as per previous experience. Im at my wits end with telkom. I need a simple process to cancel everything with u guys once and for all