Act Fibernet - not getting my refund by company even after ensured me by company

I was using act fibre net for last * years. Since last week of May ****, I was getting a lot of connectivity issue due to issue in act team's box. Even after complaining so many times, it was not solved. Due to this, I was not able to pay recharge by **th June ****. But surprisingly the company added late payment charges even after knowing the issue in the company's fibre box, not from the side.
But I did the payment on June **th **** for June month. Even then after I used to get the same connectivity issue again and again and calcimined so many times. At last company's technical guys suggested to me that company won't be able to solve my issue due to unavailability of box power supply in my area and suggested to me " sir, call to customer care and get back your refund for remaining days of June month". I did same and company ensured me that I would get a refund within ** days. But I did not get my refund. After ** days, I called customer care many times but I did not get a positive reply from them.