Poor service with no refund

My wife phoned to up grade the 60mbps to 80 or 100mbps and asked to exchange the router, they asked us to bring the old router and get the upgrade when I got the new router there were a new Sim, it was a complete new contract a week later the wifi gave more problems than before when I phoned to ask if we can get the same router as we had before because we still having trouble that's when we found out the complete package was changed the old contract canceled and a new one given with 30mbps. I asked what happened to the old contract because we just needed the router exchanged and the 60mbps upgraded to 100mbps but now a total new contract we canceled everything I'm still waiting on my refund as they debited me for two devices and was only supposed to be debited for one but bought were given back after one week in the new month we still waiting on our refund