5G faster may be fast but customer support not so much

This is not a review of the reliability of their internet service, but their customer service. I ordered a 5G device on month-to-month payments as a temporary solution whilst waiting for fibre installation. I received the device quickly enough, but my plans changed and I decided to cancel the 5G, but I couldn't because my sim was not yet activated. A few days passed before the sim was activated.

I sent a support ticket and phoned to cancel - I can't remember in which order. 2 weeks later they respond to the ticket - I guess they were busy or short staff over December, that's fine, but I had already cancelled it online once the sim was activated because even though they said they marked it as cancelled over the phone, it didn't reflect in my account online. This disconnect between systems would seem to be a common theme as I try to resolve this issue.

On 6 Jan 2022, courier is arranged by Rain. I can't remember when exactly, but the pitched up at my house without contacting before hand and I wasn't there. After a few phone calls with the courier company, I arranged pickup. The device was returned on 11 Jan 2022.

Since then, I have been in contact via support tickets, which don't give me updates. I've had several support rating request emails spammed at me without being contacted by anyone. I have had 1 or 2 phone calls. One was to confirm that the refund request has been escalated and another to tell me the escalation went to the wrong department and it has been escalated to the correct department. I still receive invoices, although nothing is coming off my account.

The support ticket about this sim cancellation and refund was closed. I gave it a few days to see if the money would transfer, and then I sent a follow up support ticket, which went unaswered for the last few days. I am still waiting for my refund.

I don't need a special phonecall, just please process the refund and we can all move on - although I think the inter department communication in Rain could definitely be improved.