Bad service

Ever since I have upgraded from 5G I was issued with a router that is not working , I reported the matter and stated that, they would come to my house to install a booster ,till today m still waiting. I then requested in Feb 2022 for cancelation til today the they have not cancelled everytime when I follow up i am told they will escalate my query but nothing has been done even today ,they have debited my account bt yet my debit date was on the 1st of every month.and I am told that I wil only recieve my money once they collect the router.. imagine such an inconvenience and the sad part is I can't reverse the payment .I am very frustrated and tired, their service is just very very poor.