Rain wifi

Rain wifi their service is bad, I engaged with the in April 2020 and I eventually signed up for a 5G router for unlimited wifi, this happened after I took a test that confirms I have coverage for a 5G. Ram delivered in the 1st week of May 2020. I paid R699.00 however I have never used the router nor the internet at all since I couldn't connect. I emailed then and a lady by the name of Cassy G assisted and I could not connect still and I eventually requested if I can downgrade to 4G and her response was it's not possible at all. I decided to cancel their services and requested that they should come and pick up the router. I got a call from Ram advising that they were coming to pick up the router only to find out I was in the office working and there was no one to assist or attend to them. I have been waiting till to date, lastly Rain is now billing me for nothing.