Paying for something I don't have.

I have a contract with telkom for an unlimited data which came with a router, after I left the country in October 2023 the router stopped working yet they were debiting as per usual, I went back home in May they took the router and booked it in for service and unfortunately by the time they brought it back I had left already. Now the router is back without power cable and Sim card and they claim they don't take those things when I'm the one who handed the Southgate branch manager everything. Their solution is to make a Sim swap but no one can do it on my behalf so again for the next 7 months I'll be paying for service I don't receive as I'm not home to do it. I'm really frustrated and angry because they have so many stories yet they don't hesitate to take my money.