Unreachable for TWO weeks

I ordered a 5g router from rain on the 6th of June and it was delivered within 3 days. From using the rain network the connection has been extremely slow although the area is 5g ready. I have been trying to contact rain to arrange a collection but they are unreachable. I have sent many requests on the support center with ZERO response. Their call center is closed and not taking calls. There is no option on their site for return of free to use router. I am extremely frustrated as they will be debiting my account while I have been trying to return their router. Do they even exist anymore. What company goes silent for TWO weeks while they promise 24-48 hour response time.