Sell Direct Unreachable, Telom unhelpful

I was contacted last week by Sell Direct on behalf of Telkom and was offered an upgrade on our existing contract which expires in Jan 2018. We agreed to the upgrade and received our package 4 days later. Upon opening the package we realized that we were only sent our WIFI extender and tv box but no router! I went to the Pretoria Menlyn branch on Sunday 26th November where we originally opened our contract and was told that we were supposed to receive a router but that we had to speak to the consultants at Sell Direct. I have been trying to contact them since to no avail. If i am lucky enough to get through a voice prompt says that a agent will call back shortly or alternatively i can hold for an operator. I help on for dear life with no answer at all!!!!! Today their numbers don't even ring. I contacted telkom mobile to ask for any other number where i could reach them but after holding on for 8min 49 sec my airtime ran out. This is completely unacceptable. So many bad reviews about this company yet Telkom chose to use them.