Poor service

I cancelled my WiFi with Home connect because I could not afford it anymore. Asked them fetch the router so that they don’t charge me 773. They did even though I asked them to fetch the router. They collected the router and now 3 weeks later they don’t want to refund me. I sent it to their escalation team and they said it takes 7-10 days. Today I sent them another email and Buhle Nongenga said turnaround time is 7-14 days. I sent another email and her response was it has been logged and I will receive it soonest. What does that even mean, does she even care about the service she provides. I even expressed how stressful this has been because I don’t have money for groceries. I would never recommend their services to anyone