Horrible refund process and bad communication

I requested to cancel with the company way in advance and on the 1st of November they did. But they also deducted for the router. Which I don't have an issue with but I feel they should have informed me so that I know. After they did I called them to confirm what the deduction was for and they informed me about the router and we arranged a collection for the 4th of November. They collected the router and I didn't receive any comms, be it to say we have received it or we are processing your refund. On the 8th of November I called them asking about the refund and they said the will log it. I have been calling them since and still no money and today is the 27th of November. There is no one to escalate to, I called again today and they said they will call me back and no one has reached out. Now am praying they don't mistakenly deduct again because they are horrible when it comes to giving your money back.