Wireless Buy

I purchased a Netgear Nighthawk MR1100 wireless router from this company 4 months ago (October 2019) as well as a unlimited wireless plan. This morning the service stopped working. I called in for help and was told that the only recourse was to cancel my service. No refund would be provided for the service or for the device that is no longer any use to me. I was told that the only people could help me were the support department. I asked to speak to them, and was informed that they were only reachable via email at [email protected], I asked for a refund, was told I would have to email that address, asked to cancel service, was told I had to email that address. Effectively the only way to get anything done was via this email address. I have emailed and have not heard back.