Don't mess with your clients money

The service itself was really good when I was with them, it's their slow way of handling their own financial mistakes that makes me unhappy , on the 1st of December 2022 I received an unexpected debit order from home connect , after cancelling because the original request I did was a move request I didn't return the router back because, I simply wasn't asked to. This debit on the 1st of December was for the router purchase . After explaining the situation to a very helpful and wonderful young lady named Nikita we organised that the router would be collected on the 5th of December. After router collection there was no communication from home connects side on what was happening this is now the 2nd of Jan and after calling atleast 7 times I still do not know what is happening with my refund, this is really unfair as a client for 1 year I would've loved to stay with home connect as an ISP as their service was impeccable. But unfortunately they're not available in my current estate. The only issue is whatever is happening with their accounts department. I hope someone sees this as I am incredibly unhappy with how this situation is being handled and all I asked your consultants for was an update but they can't give me one. Please don't mess with your clients money as this can really stunt a families household.