Day 16 of not receiving my $2525.00 refund

Someone please tell me why I haven’t received the erroneous charge of $2525 that was taken out of my account 16 days ago. 

Also I never received the router I paid for. I’ve been paying as a customer for 21 days and haven’t been able to set my internet up. 

also I can’t log into the app

also I can’t figure out how to speak to a real human being through customer service. 

also you stole $2525 from me and haven’t given it back.