Delay in giving me a router

My new Vodacom router stopped working. I took it in for repairs at Hatfield repair store. When I called Vodacom repairs I was informed the router will be replaced with a new one, I should collect it at the store. I went to the store they said they are waiting for the online store to credit their store before they give me a new router. It has been 25 days, everytime I call the store they tell me they sent an email and are waiting for a response. They keep saying that, last friday they promised to call me back in 5 minutes and never did. it's been over a month with no data, yet my debit order goes off every month and worse the sim card does not work on any other device but that router. Everyone says theyve done their part, sales blames online, online blames the store, repairs blames sales. No one is dedicated to my case hence I am escalating this. Please help.