Bad customer service

I am really disappointed with Rain services. We were using the unlimited 4G package and tried to find out information about the 5G package. A consultant from Rain confirmed that we will have 5G coverage in our area and upgraded to the 5G plan. On the 18th of November we received the router and the sim was not working. We then requested for a new sim which we only received after two full weeks of no internet connection and only a debit order from rain for unused services. Now the newly recieved sim is still not working in our area. So clearly we get false sales information from them. They can’t even migrate us back to our original 4G package as we told we have to pay another fee