Terrible customer service

Absolutely terrible customer service. My account was debited at the beginning of Jan 2023 for a service that was cancelled end 2022. I was promised a refund within 5 days, nothing. Also I returned the Wi-Fi router 6th Jan , and got a demanding email 10th Jan that I return the router. I cannot get hold of WebAfrica service agents, j have been waiting on the chat for 5 hours for an agent to be assigned.