Telkom is pathetic

My wife and I app**** for a telkom uncapped lte as my wife has contracts with telkom in place and they keep telling us our account showa in credit but it hasnt been allocated so we cant collect out router from the telkom store, its been 2 weeks now and everyday my wife calls then they say they will email the manager as urgent to fix this and everyday we wait and then still nothing, but the minute we dont pay they quick to block our accounts but they take their sweet time if you do pay to fix their problems