BAD AGENT

so Yesterday i called Rain to why my billing is messed up. i do not use the rain sim card for the whole month the still get billed the full amount for it. The agent named Shimso listen to my query and then questioned me about the usage and i explained the usage of my service. He then told me to hold then transferred the call immediately back to switchboard so that another agent could rather assist me. when i got through again i spoke to a Nikita who advised me the agent name and that he made a note on the system stating, " Assisted Customer". like really now id this the customer service. GET ME THIS GUYS TEAM LEADER PLEASE