Poor advice and after service

I purchased a mobile WiFi router earlier this month, the router stopped working, I called Vodacom, they said they will first collect the new router then provide me with a replacement, the old router was collected, I called after 2 weeks, now Vodacom’s says no, it was supposed to be an exchange, so I must cancel mobile router contract and apply for a new one, today they say I don’t qualify for a replacement router deal, I have been with them for 20 years, shockingly poor customer experience