No assistance from Rain wifi😡😡

I have emailed Rain many times to arrange colection of router and refund of money's owned to me because they sold me a product that had no signal where I lived. After I phoned them and they discovered there wasn't any signal they promised to refund me. Up to date and after many emails I just get ignored. I have no option but to get assistance from the ombudsman for I'm extremely upset 😡😡