Extremely poor service

I placed an order on their website and my account was debited and I never received my order. I then followed up with them after weeks and still did not receive it, this was last year I don't remember which month. Again this year I started following up and finally received the router. I was asked to sent my documents for the Simcard to be RICAd and I did that. Yesterday I received my order and to my surprise the router is a second hand router, Simcard not registered or activated. I called them on WhatsApp and I was transferred from one agent to another none of them were able to assist me. I'm sitting here with a second hand router and no internet connection.