Rain 5G abuses senior citizens!

I am disgusted at the way this company treats senior citizens. They ordered and received a 5G Router a week ago. From receipt the router has not been able to connect to a 5G Tower. Multiple tickets logged and promises. Still no 5G. I have spoken to them written to them called them multiple times in connection with the router for my parents... empty promises. I have a ZTE Router I live right next to my parents I have no problem. They delivered them a 'the one' router which hasn't even worked one day. They paid the pro rata amount... no service. Today Rain tells them they don't have service because they haven't paid!!! Why must they pay for something which is not working. Disgusting Disgusting Disgusting. How are you going to solve this Rain 5G!?