Pathetic Service from telkom

I have app**** for an ADSL line at the beginning of October. I signed a 24 month coNtract meaning I get a free modem plus lit TV box. The service has been active sine 31 October as per telKom call centre as well as SMS received. To date I have not received any of my devices and telkom call centre nor the shop can help. So I have a service I am paying for without being able to access the service as I have no modem. The call centre asked me to collect from the store yet the store says they can't give me the device as it is going to charge yet I am suppose to get it for free. Absolutely pathetic. Now the wanna send an email to the consumer Dept n I need to wait another 48hrs for a response plus I must also get in touch with Billings n explain everything again n send emails to try n have them not charge me for the last 2 weeks or more.