Telkom won't give us a refund

I would rate Telkom Mobile Store in Potchefstroom Mooiriver Mall a zero if the rating allowed. My parents have used a Telkom line for many years for this kind of service. We bought a router for a R1000 on Tuesday 29/12/2020 the next day 30/12/2020 the router was no longer working. I went over to the Telkom Mobile store since there was a router problem and was told it was due to negligence how if we have surge protector and all appliances was working in good condition. I was giving the run around by employees blaming us for negligence and couldn't even answer vital questions that we have been asking. I want this matter resolved because if not means I will have to further this with consumer court for either a refund or they must come fix this problem we are sitting with no wifi but still paying for our contract.