Bad service

An agent contacted my husband with an offer for a laptop and WIFI rooter. He received it on the 14 February 2020. But the rooter is still not connected. We were at a Vodacom shop but they could not help us. They gave us a number to call ***. This was on 19 March 2020. I spoke to Ntlabaleng Ref 005802F0D5A8923A. They said that the rooter was not connected yet and they will activate it. But still we cannot use the rooter. We don't know were to go now. But every month they deduct the their money.