Change to pay as you go ignored

I called Vodacom on 12 Dec to move off an ended R1000 contract to Pay As You Go. They confirmed by offering me a 2 year R99 per month deal for 5GB of data per month. Included was the delivery of a sim-router. They failed to deliver the router with the driver only stating "problem with address." According to them, the new offer is on condition of receiving the router which they never delivered. They have now charged me 2 additional months on the R1000 contract. I called them and they said they would escalate it and someone would call me back since the "Help"desk couldn't help me. I have received no call and can't get anyone to help.