Appalling service - I want my money back

I bought a 4G rain simcard in 2020 and stopped using it in 2020. 02/2023 I joined rain again for the 5G simcard / router. I notice in 07/2023 that I was being over billed. I called the rain contact center on 03/07/2023 and I was advised that I am being billed for the 4G simcard as well as it was not cancelled. I told the agent that I was not aware that I had to cancel a simcard that I last used in 2020.

After numerous attempts trying to get assistance from rain (Agents are not upskilled - they refer all enquiries to the billing department and their supervisors are always unavailable on meetings - they promise to call back - till this day no one called).

I sent a message on the Facebook platform and an agent called me around the 10/07/2023, after a long discussion of back and forth, eventually I was then advised that I will be getting a refund for the 4G subscription as he noted on their system that there has been no data usage on that simcard (4G) since I rejoined rain in 02/2023 and that usage was only on the 5G simcard. He told me that they will credit R748.50 on my account and they will transfer R748.50 to my back account. I told him that I want all my money to be refunded to my bank account. He asked to call me back and he did after 5 minutes where he advised that the full refund of R1497 will reflect on my bank account after 10 working days. I waited and did not get refund nor feedback.

On 21/07/2023 I called in again and the agent told me that they will send an email to the billing department to follow up on the refund. He later sent me an email requesting my banking details and I forwarded them to him. On the same day, I got an email from rain support stating that they bill for an active simcard and no refund is due to me.

What I fail to understand is that I stopped using the 4G simcard in 2020 and only came back to rain this year for a 5G simcard /router. Why was I billed for a simcard that was last used in 2020? Why have I not being billed since 2020 as the simcard was active since then. How can a simcard last used in 2020 be still active after 3 years?

Rain is a ****, I want my money back. I am so disgusted with the service I got from rain.

They don't want to refund what is due to me yet they are sending me emails to rate their service on Hello Peter.

No one even has the audacity of calling me back after calling them multiple times.