I am extremely frustrated with the service from Rain

I am extremely frustrated with the service from Rain. I entered into a contract for a router at R649 per month. Upon delivery, the router was faulty and not working. I reported this immediately and multiple support tickets were logged. Despite this, I was debited R649 per month for 7 months (August 2025 to February 2026), totaling R4,543, while no working service was provided. The faulty router was eventually collected, and no replacement was issued. I formally requested a refund and was given a ticket, with a promise of feedback within 7 working days. That deadline has now passed, and I have not received any resolution or meaningful response.