Telkom service

In December 2018 Telkom suspended my line although my account were paid up to date. My router packed up, so I went to Telkom greenacres in Port Elizabeth. I took me 3 days for Telkom to sort my account out , R209.00 on phone calls to 10210. They gave me a new router not charges. So I receive my account. They charge me for reconnection fees and the router. After how many phone calls the credit the reconnection fee but not the router. In January 2019 they suspended my account again although I were in credit. I contacted them this morning no luck and the router is still showing as outstanding on my account.