Excitel — Fibre connection

I have been a consumer for the last 4 years with excitel. Last year i decided to switch to fibre from realtime. They took 1000 rupees stating that a basic device will be given and the line will be converted into fibre. The line got upgraded to fibre, but nothing got delivered to me. When contacted the customer care, some say that as i have an old device, no device will be given to me. Thinking that reasonable, i continued with the same old single band device. Truely never paid much attention towards the mess as i had trusted the company for their previous amazing customer service. And everything was just fine.

The story starts now.
During the lockdown i felt the need of the dualband device, hence i called them. Someone sais, i have to pay another 1000 bucks for a dual band router. No one even asked me about the old router that they were supposed to deliver earlier, neither they asked that what router i was using. Even a manager called me, confirmed that it might take a month for the new device to arrive. I was fine with the delay as well. I gave them the time they needed.

After 40 days, when i called for an update on the new device, again someone says, there is no device being delivered, hence you will get you 1000 rupees back. I was actually too late to wait any longer. I told them to refund my money and i will buy my own device. So i did buy a dual band device myself.

Now, funny part is they refunded the 1000 rupees but they also have downgraded my fibre to realtime for no reason. I kept calling them multiple times. Everyone says its alright, we will fix the mess. No one does so. I kept raising tickets, no one invetigates, backend resolves complaints without contacting me. No one from the so called useless managers or supervisors do even call me for a reconfirmation.

In one sentence, they are keeping my money for nothing. They mislead cusomers. Simple.

Is this what i should expect being a customer?