MTN or MONDO someone please take on my case and assist

I'm hoping this gets someones attention at Mondo or MTN... In May I app**** for a 4G month to month router online, agent called me and during processing my application upsold me to a 5G router which I accepted. Upon delivery the router worked intermittently and when I called support was advised the router will not work as my area does not have 5G and my only option would be to cancel and unfortutunately they could not assist in provideing me the 4G package I initially app**** for while cancellation was in progress, essentially meaning I would have to find another ISP if I wanted internet. Router was collected 2days later in MAY and I was sent a refund confirmation email to the effect in May It is now 3 months later. 1. I am yet to recieve any form of refund as promised via email 2. I have a monthly debit order still running on my account for a service I did not use and equipment that was collected - Is this not theft? 3. When contacting support for clarification I was advised via email I quote "Kindly be advised that, as your MTN account is currently in collections, we are unable to proceed with the cancellation." - so from a promised refund for a service that didn't work I now have an account in arrears for.

I have had up and down emails with MTN and Mondo with no resolution and am now at a point were I must use an alternate bank account so my money is not ******. Please guys it cannot take 3MONTHS to cancel and pay back my money, and stop your debit orders?? Not when the application, payment and delivery was all done in less than a week, I feel I am being ignored by both MTN and MONDO here but sadly they never forget running the debit order.

PLEASE HELP ANYBODY