Refund frustrations

We had the Rain 101 home package previously and was told we can only get an extender with the Rain 101 pro. We were advised to cancel our old package and reapply for a new account. We did as advised and returned the router to the store and was told it was cancelled and we collected our new router and extender. I was told they would process my refund since it was mid month and I have been getting no feedback regarding it except for a bot to say a refund shows on the cancelled account but they will escalate it for billing department to get back to me. Till date no communication. Today I was told that the account still showing active and story changed! Rain what is going on??