Failure after failure from Afrihost

I have been trying to get fibre service from Afrihost. It took them 3 weeks to arrange installation through frogfoot of the connection, then a full month to get me the router. However they have sent an incorrectly configured router. this was only admitted to after hours on the telephone, many whatsapp messages and emails with lots of finger pointing at me as the customer and Frogfoot. I heard that the person I was dealing with really wanted to help me but just couldn't so many times, that after nealth two months, with only about 12 days of service using my own old router, I decided to cancel the service. I have sent 6 emails to an escalation email address, I have called and I have requested call backs. But I have not yet received any feedback on how I will be refunded for the days of service I did not receive. Extremely poor customer service.