Refund not proccess after so many attempts

Iv been trying since to get my refund for the Sim card that I ordered and paid for but it's not working on my router. Instead of helping me they keep on sending same message that I must reboot and add apn of which iv done that 10 times already. Can I please be assisted with refund I send statement and account number and a screenshot email that confirmed iv been trying to troubleshoot the Sim card and a photo of my router but still they keep on responding with same message meaning my router dsnt qualify even though it's aprroved and not locked MNG229