No REFUND from Neotell

Neotel is the worst company to deal with. I have been struggling with Neotel since 28 July 2017. I managed to return the non working modem/router to the Cedar Square Branch. Lorraine took receipt of everything. I was told that my refund would be done on Monday. To date no refund has been done to me, but Neotel is in possession of its non working modem. Can I have a refund on money. My reference no's: SREQ ********** 09 and SREQ ********** 5