Vodacom customer service down the drain

So, after being a loyal vodacom customer for so many year, i get **** offer, **** service. a few of their agents contacted me with regard to unlimited/uncapped wifi router @499 (Alcatel router), note: telling me of how i have been a loyal client (blah blah blah) and they have this offer for selected customers. After rejecting the offer, i eventually decided to try it and i accepted, speaking to lady named Tamy. Kisten. Little did i know that was the beginning of my nightmare, soon after receiving the router i had issues with the charges against my bill and i tried contacting vodacom to try and understand, while everytime i got a new agent to speak to (from fairly professional ones to extremely rude one (Loyiso to be specific) I wrote a mail to vodacom wrt to my complaint sending it to *** and customer care mail. and indicated that since i am still within the 14 days, i wish to have the contract cancelled and device collected. I Got ignore, No call, no response from Vodacom, i guess someone was waiting for the 14 day to go past so i am finally tied to the contract and charged cancellation fee. Nevertheless, since no response was received i started using the router from 1st March when it was activiated until it stopped working until friday 25th. I made numerous calls to vodacom to understand what the issue is but no one could assist instead the agents kept saying the issue is escalated (i supposed its about to reach the sky). All i can say, never have i been so frustrated and ***vol of vodacom. The service has sadly gone down the drain.