Telkom modem faulty

Fiber modem stopped working, agent assured me they're available at the stores, after visiting 2 Telkom stores they finally logged a fault, technician called me but said it was a sales matter so I was put through to sales who then told me they only do new business and can not assist, called technical again and back to sales who once again has no idea what to do and says a senior agent will contact me. No contact from senior agent and nobody knows how to assist.