No service, no device, no refund

I received my router and the sim was activated, I then unfortunately found that my adres Was not covered as per their coverage map and a Rain consultant said that they will give me a full refund once the router was collected. Router was eventually collected and it is now almost 2 months later, yet I have no refund, nor can I get in contact with a rain Consultant. Jaco van Niekerk ***