The worst customer service ever

It has been over a month since we upgraded our internet package as a new deal was out. To date we have not received the new router or free media device. We are being charged for the old package as well as the new package. To vent my frustration i posted on Facebook lastweek. Telkom did send a response stating that they are working on the case. But still nothing has been done. My dad, an elderly man, even had to go to the Telkom store as well to log the query as he is the account holder. This is ridiculous. As it is with our current package we are having endless connection problems which results in us buying data. Your customer service is pathetic. This is so inconvenient for our business which we are running from home. I demand a refund.