Worst experience ever

I ordered a 5G router from Rain. The first thing they want is payment before order can be fulfilled. All that went smoothly until i had to start using the router. The coverage in my area was really bad, not even once did I have 5G connectivity. I then requested to cancel the order and rain collected their router. 5 days later, no one from Rain has contacted me regarding my refund. I only used the router for 2 days and in those 2 days I barely had over an hour of internet connectivity. I had assistance from Refilwe Mthimunye and Levy Serame. They were both happy to assist with the cancellation and collection of the router, but none of them responded to my email in regards to the refund. Can someone get back to me.