Vodacom Matatiele is the worst

Hello! My mother brought router on Contract at Vodacom Matatiele. It happened that the router was faulty so she returned it to the Store. Since last year she has been paying for router that she’s not even using. There is no Communication from the store or any update since January 2022 up until today 20/02/2024 she decided to take it back since they failed to fix the router that is insured with vodacom.