Bad network an Service

Rain promotes a 5g network that within 7 days you will get a refund if you not satisfied with their internet i literally just put router on for not even 1 hour testing network calls back an fourth from rain that my internet is bad, i spoke to a lady that told me all towers are critical near me she then said its best to cancel, i phoned back an spoke to Zwake she told me that i wont be able to get 5g with rain in future i said its fine, she then told me that they escalated it an they will come collect 5g router from me without speaking of my refund, i then asked when will i get my refund an she told me that she cannot guarantee that i will get it, i asked her how cant you guarantee my money back if your promotion says that she said well i cant guarantee anything i told her that i wont be giving their router unless i have my money because they cant guarentee it as she says.