Poor service and failure to refund

I purchased their uncapped LTE service, paid the first month upfront, and received the router 2 weeks later, once set up I was getting speeds under 3mbps, and after multiple support chats and spending hours with them trying to get it sorted I canceled after 3 days. I have evidence of where support ghosted me when trying to resolve poor service. They finally agreed they would collect the router and refund me in accordance with Consumer Protection Act, it is now 6 weeks later and I still have not received the refund and there is no update on the ticket as to when I will receive my refund.