Refund from RAIN

On the 23rd of December 2021, RAIN came to collect their 5G Oppo rooter because it had been a month of having it but it didn’t connect,I then suggested they come take it and refund me because I tried everything that they told me to do but still. Since the 23rd I have been waiting for my refund or at least an email,I even called them to ask about my refund they tell me about the department that recieved the device that they didn’t give them feedback. Bare in mind the agreement was that after they take the device they will then process my refund which will take 7 to 10 working days. I believe I’m on the 10th,no email,no call. This is not right @Rain