Afrihost: No Support and false advertising

I signed up for a 10mbps ADSL line as this was the fastest option for my area. I signed up f0r ADSL and also ordered a router for which paid on 1 Feb 2021. On 8 Feb 2021 Afrihost informed me that only 4mbps is available for my area. I then said I want a refund as the mistake was from their side.

After many emails and frustrations, Afrihost agreed to refund me but only after they collect the router. The person who helped me was very friendly but its a dead end after her emails as nothing happens. I haven't received any communication from the relevant people that is suppose to collect the router so I can get my refund. This is now the second week I haven't heard anything back.

Claim ref nr: QIW-***2