Excitel — Refund Denied

I've been an excitel consumer for quite a while and used to tell my friends
to buy excitel broadband if they were in need for an internet connection.
After shifting houses, I bought excitel fiber and that was when the
problems started occurring. The services would stay down for 20 hours a
day twice a week and whenever I complained on their customer helpline
the only thing they used to tell me was "the services for the entire area
are down and our 'ground team' is working on the issue." After a while |
faced complete disconnection which lasted for a week and the guy told
me something was wrong with my router and a technical expert would
come in a day or two to fix it but nobody came even after 5 days. After
being infuriated due to service denial from Excitel I called the man who
setup the connection for my new house who at the time was working with
Excitel and the guy told me that the company had stopped serving my
area without even telling me and that company was doing the same with
many people in my locality. He helped me by calling them and asking for a
refund and the company agreed to give me the refund of the router
security fees I paid and for the residual internet plan (which was a surprise
considering their services). The guy who came here to collect my router
told me that I'd get a refund in 5-7 days and now it has been 20-25 days since
my connection was terminated and the guys at excitel just tell me to wait
for a while and call some other day. After reading similar complaints about
not getting a refund I thought I'd post a complaint as well.
The incompetence of Excitel is so pitiful considering how famous it is for its services. I don't know how this website works but after seeing how some of the other people got the refund after complaining here I hope to get mine as well.