How am I paying 4G from 5G and paying again month end for 4G again | Refund refusal

This is my second review, I was responded to, but When initiating a refund part, they got silent, Now "Rain", please elaborate, when I pay upfront, and your Router doesn't work and on the activation day worked for 4Hrs and work for 2 days, then Spoke to more than 4 consultants, They all said the same Script, "We will escalate". Now the last consultant, said, I cannot get a refund, bare in mind, the router came on the 6th sep, and got cancelled on the 10th, it worked from the 6th to thee 8th only. and One of your consultants on the 10th advised I should cancel and I did. now the last consultant said I cannot get the refund, I asked how? cz it is within 7 days and I qualify and all consultants said I quality and will escalate, now this is getting interesting, the last consultants, said you cannot get a refund cz your money will pay 4G, Huh, I said, how is 4G has to do with 5G cz I paid 5G upfront and and I am paying my 4G, Shw just said, unfortunetely you paid for 4G and no refund, ad you will also pay for 4G month end.I asked again I will pay again for 4G even if you said 5G money paid 4G? she said Yes. How do you explain that Rain?