VERY VERY BAD BAD BAD BAD Service from Telkom!!!!

I ordered a router online in December 2017. A wrong router was then delivered and after numerous and strenuous calls, logging calls, emailing over 10 people so I can exchange the router. It was collected by Telkom on the 6 February 2018. Telkom then decided to debit my account for January, February (which i reversed) when the product is not even in my possession. Up to today, I have not received any communication regarding the replacement nor what will happen after they receive the wrong router. I have logged numerous calls with no feedback except their stupid smses telling us the log number (which never gets picked up by the way when you call in - you have to start all over again explaining your problem).