Router supp**** not working. Refuse to replace

Huawei B315e router supp**** with upgraded contract 3 months ago has failed . Sim card works fine in old modem that has no wireless capababilities. Took router to Telkom Greenstone mall on momday the 22nd of march. I was instructed to direct my complaint to telkom customer care. I have subsequently phoned 5 times. I have been promised by the agents that someone would call me back and book a visit to inpspect modem. No one has called and when i called for the fifth time todat i was told that another depertment has the complaint and that they could not give m the number of that department or any indication of when the complaint will be dealt with. I have a complaint number and all the agents names and times of the call if you would like to check the calls. It has now been 22 days with no assisstance and no indicatiin of when i will be assissted. I refuse to pay for a service i cannot use so if i hear nothing before the end of today i will be forced toi cancel my debit order and see if non payment for a service i am not recieving will motivate you to take me more seriously