No response for faulty LTE router exchange.

On 8 Aug 2017 I received my new LTE router and Sim from webafrica it was activated and all was well. The evening of 16 Aug 2017 I started having problems with my signal(or so I thought), I phoned in to webafrica 17 Aug 2017 only to find out that it is not the LTE signal. The person who assisted me told me to try to switch off the router and remove the sim and leave for a wile to reset. This did not really solve my problem. On 23 Aug 2017 a friend borrowed me his Huawei B593s-601 router just to test it with my webafrica sim and to our surprise it worked perfect, in this way I found out that is was the new Huawei router that was the issue. I reported it on 24 Aug 2017 and received a service ticket (# ********** ). I was contacted by Moneeba from webafrica and told that the process for swopout was already started but that it takes 72 hours. On 30 Aug 2017 I emailed to get feedback and got a response from Avisha(webafrica) to say that Moneeba(webafrica) would come back to me the next day. After no reply I emailed again 4 Sep 2017 to find out what is going on, Zainab(webafrica) rep**** to say that Moneebah(webafrica) would come back to me by the latest the next day. Again after no reply I emailed 6 Sep 2017, but till today no reply. I am stuck with a router that is faulty and bad internet service because of this. I have had to buy a another new router(from a retail store) just to get my internet sorted(as the sim works fine) after this long delay in reply from webafrica. At this point I would like my router money refunded or credited to my account just to get this issue behind me.