Bad Service

I moved to Pretoria,my Rain Wi-Fi Network is not working where im staying.After calling the customer care number,all the care about is that the signal light on the device,as long as its on,everything is okay. After this i left them an email on the system,but they dont Respond. Now i cant cancel my Debit Order because there is an amount outstanding...Why must i pay for a Service that i cant use... Rain dont care....