Refund due

I was very impressed with the speedy delivery process when I initially signed up for the fibre on the 23/12/2021. However, that quickly changed when I cancelled the service on the 29/12/2021 due to personal reasons. My emails were ignored until I called on 04/01/2022 where I was told the router needs to be collected before I can get a refund. Eventually I received an email that the router will be collected. The router was collected last week and again my emails are being ignored when I ask when I will receive my refund. The service was canceled within 7 days therefore I am entitled to my full refund. Cna I please get feedback on when to expect my refund I need my money back. My reference number is ***0