Bad service from Rain Internet Service Provider

My experience with Rain is unpleasant and frustrating. I ordered a 5G unit on 03 March 2022, experienced connectivity issues, contacted call centre on many occasions, was promised that a technician would come out. Only to find out that after several telephone calls a ticket number was not issued. A call agent, named Brandon tried to assist telephonically but to no avail. I called again on 14 March 2022 and cancelled my contract and followed up with an e-mail, to date the5G router has not been collected after numerous calls with promises that their logistics department would uplift the router, I queried my refund and was told that after the router was collected and that the router is in good condition would I receive the refund.