Telkom and it's bad service refusing to refund customers

I started a contact with Telkom for a fibre line in Nov 2024 and paid upfront of R504 and Telkom sent me a faulty router that means the service I paid for was never provided now I've been pleading with Telkom to refund me my money back a I got another service provider but when I call the call centre they seems to have blocked my ID number because it rings once and the line gets cut off Telkom can I please have my money back because you failed to render the service and the call centre agents are rude and not helpful they tell you that Telkom is listening it's been 3 months since I've been trying to get my refund.