Bad service from rain

Rain is the worst wifi network provider anyone can have. I have been their customer for 5years this year, I was having issues with their connection and no one was assisting, then I requested that they cancel my services but a lady by the name Mihlahi called me and convinced me to stay with them, she even offered 30% discount on my account. On the 3rd of January 2025 I paid for my monthly subscription but I was still not connected when I called in they tell me the account is cancelled. How is that possible whereas I did not get any confirmation email of cancellation and an sms for the collection of the device?Worse part of it is they don't have a trail of communication on the customer 's profile so when you ask questions their consultants are unable to answer those questions