Poor service delivery

I have cancelled my service after two days since the router was not working and support couldn't assist and told I was eligible for the refund since it was within the first 7 days. I was told the refund should be processed within 7-10 business days. I was later told the refund will start to be processed after the router has been collected. Fine with me.

I have now tried numeral times to contact Rain via email and via the phone to be able to schedule this. I was told I should just wait for them to phone me. This was told to me yesterday, after I have cancelled more than a week ago. The support team has been of no use this entire time.

The issue is now I am paying for two internet services, one which is not working(Rain).