Just taking my money

I wish my experience could have been good, but its sad that it was not. I made the payment of 499 , for the 5G, to Rain on the 19 September and got the Router like probably 2 days after. On the 15 October the router broke and I had so many calls and emails back and forth of agents saying they will escalate it , but they did not. Only today on the 1 December, the technician is coming. Also, today , a payment of R182.00 was made that has no reason. I paid the R149.00 which in my opinion was from the 19 September - 30 September , based on pro rata. from the 30 September - 31 October was the R499 that I had paid initially..from the 15 October- present, I have not been able to use Rain because of the broken router. So an escalation was done to the billing department , but how am i guaranteed to get the money which i have budged would be for the R499 towards this months after the router is fixed. Now i have to wait a few days to see if i will get my money back before i can make a payment and thats only if the money gets refunded. Not a good experience at all. Really disappointed.