Refund process is a nightmare

I signed up for wifi router last year in October, the router was delivered but didn't work. Went to MTN branch in East Rand Mall they tried to assist but the router could not work. They called the mtn help desk to help only to find out that it was rica by another ID number. I then confirmed that I will return it . The router was received, confirmed and MTN has been giving me the run around to refund me the money I paid