Bad Service lead to Double Debit

Double billed for Rain 101 and legacy despite me making cancellation and router collection request.I ordered Rain 101 and I was double billed for 101 and Rain legacy Connection. Despite cancelling Rain legacy and requested arrangement to collect legacy router. Ticket was created but no contact from Rain agents. and they claim that there was a mixed up with my email and contact number. I know for the fact my email addresses and contact numbers were correct.