Please assist with Rain refund

Good day

I require assistance in getting my refund. Their service had not worked at my place and was connected not even 30min of which someone from their support was trying to assist. I immediately disconnected their router and told them to fetch it. RAM had fetched the router in the second week in Jan 2022 and till date I have not received my refund. I have called multiple times and always being told they will escalate this and this is an ongoing thing. When they want sales they in constant contact with you but now I have to beg for my refund. Please may you assist.. the reference number below is one of many as I always have to call in.