Awaiting refund for more than a month!

Good day. I'm very disappointed with the bad quality of service I've been getting. I currently have a pending cancellation. I ordered uncapped service late November, received router 2nd December, I requested cancellation on 3rd due to it not working, including no option to accommodate the pods as it needs fibre - something the Agent did not explain upon ordering. Up to date I'm waiting for the router to be collected and still no refund of a total of R999. Please can this be sorted out, as I've been to your offices in Roodepoort in December 2021 and got no assistance face to face with the relevant department. I had to call, but the agent was clueless and not able to assist accordingly. All he said was that I was going to be refunded and zero to date! Your *** doesn't bother to respond except sending me an automated response and no phonecall. This is the worse company I had to deal with!