Urgent Complaint – Service and Refund Issues with Fly.Cool

I am extremely disappointed with the customer service from Fly.Cool — it has been virtually non-existent. I genuinely do not understand how this company is allowed to operate in South Africa given their lack of readiness to serve customers. I cancelled my service contract after they failed to send the router with the technician, which was a basic expectation. I informed them not to proceed and requested a refund. They confirmed I would be refunded within 9 days. However, a week later, they still sent the router, which I rejected. It has now been nearly a month since I cancelled the contract, yet I have not received the cancellation letter, and I am still without internet. I feel completely stuck and misled. This level of service is unacceptable. I expect immediate resolution, including:

- A formal cancellation confirmation - A full refund as previously promised - An explanation for the continued delays and poor communication