Bad customer service and not checking facts

So my router got struck by lightning on 03.12.2021. I have logged a call with WebAfrica regarding the matter. I spoke to a person named Mogamad and explained what had happened and this was just 3 days after they debited my account. This agent assured me that they will replace my router in 3-5 working days . I sat the whole week without getting any response from them and I work from home so I had to buy data while I had just paid for the service of which I cannot use. So I follow up on the 10.12.2021 just to find out why hasn't anyone contacted me. I spoke to an agent Anda and this agent told me that my request was declined because they did not supply this router. I kept telling this agent that the router was supp**** by them when I bought the service but this agent kept on telling me that this is not their router and they don't know who provided it. I have an email confirming that they have arranged a router for me. I asked for a refund since they cannot replace my router but they told me they will not refund me because they do not know this router and they don't supply routers with the service. If I knew this I would not have bought the service because at that time I had no router. I have emails confirming that they supp**** this router but they kept denying it. I need my refund or a replacement of the router. I now have to go through another week without using the service I paid for.