Poor customer service and zero transparency

I signed up for a month to month wifi router package and made payment, when I was supposed to take delivery of the router, the order was recalled without explanation or communication, I called and received no feedback was promised a full refund within 5 working days, when I called to follow up I was informed I now need to send proof of payment through. This is inconsistent feedback, what am I expected to trust, I send the proof to the same email that has not responded to me, the operations at this place lack transparency and ease, from both individuals, there is no way to hold someone accountable as they don't have direct numbers nor email address, they refuse to let one speak to higher personal and fail to provide, the complaints procedure and supply emails that don't even have the company domain, they fail to provide the information officers details, which I feel I'm entitled to as their information sharing practices should be monitored in terms of Popia and my information is making the rounds, their AI auto responses and call Centre backlogs are infuriating, there are so many other providers who are capable of providing the same services with the infrastructure to handle queries, to any one reading this steer clear