Charged for a router that was meant to be included. No reply from customer care

I have recently the joined the Vodacom fiber service by completing my application on the MyVodacom App. I have selected the month to month fibre package which includes installation as well as the router. Now that i have received my first statement, I noticed that I was charged around R1200 for a router. I have contacted Vodacom on multiple occasions, the fibre billing department advised that they could not assist me and that I should email customer care. i have done so a week ago and yet I have received no feed back. I am disappointed with the lack of replies and assistance from vodacom. Should this persist , they will be losing a family of loyal vodacom subcribers.