Incorrect serial number

I have received my package, however, it is not working at all. We tried resetting on both phone and PC it keeps saying the network is limited/ no service. We've inserted the sim card on the phone but it says that it's "not provisioned" then we called in yesterday and we were advised that telkom would contacted to do the resetting and therefore feedback would be provided this morning which was not.

I just called in again and now I'm told that there will have to be a reset done later on the router when I get home. I'm being taken from pillar to post and it's costly and draining because I've even made a payment which included "pro rata" for services I'm not even using. Everyone keeps telling me different feedbacks when I follow up then promise to get back to me but never bother to. I've never seen such incompetence, I am not happy at all this is unacceptable, costly and time consuming. They kept me on hold for 1hr25min with no positive response yesterday because I knew had I dropped the call I wouldn't have gotten back to