Greatly disappointed at Vodacom

I've been a loyal customer from Vodacom for years now. In August I was contacted by one of the consultants for an upgrade on my wifi router. I took the offer but 1 day after it was delivered I noticed that the router was not working. I went to a close by vodacom shop and I was told to call the contact numbers to arrange for return of the router. I did that but and I've been following up with Vodacom from End August/beginning September until first week of November but sent from pillar to post. The last call I made I was promised that they will come and collect the the router but I'm still waiting. No one has Contacted me yet. I have to follow up again. This is Disgustingly Disappointing Vodacom. That time my account has been debited with the increased premium. Sies.