Need my Refund

very disappointed I bought a router at the Mount Eastgate branch, but the router wasn't working because the agent captured the wrong address. I immediately went back, and they said they would cancel and I would get my refund. Even now, no communication no refund; instead, they have debited my account. Now I have to be charged for reversing it and they won't compensate me I need my refund back because the device was returned in 2 days even now it's not canceled.