Bad services

good day, i am a client of rain and i have recntly upgraded from 4G unlimited to 5g unlimitd standard, i requested an upgraded on the 31st of December 2020 and i received the new device on the 5th of January 2021. once i received the device i requested for immidiate cancellation for my 4g device since i have received the 5g device, i used my rain dashboard account to request for cancellation and that email i stated that they should pro rata the amount for the 4g and add it to the billing for the 5G for the following month, after i processed the cancellation on the dasgboard it showed that the contract will be cancelled month end of Jabuary 2021. i then went to my email and sent another email to them stating that why should my cancellation be done of the 4g sim card be cancelled on the last day of the month when i am doing an upgrade and since this is not a contract and im not binded to anything, i then sent the email and from there i received an automated reply stated i will be contacted within 24hrs but i was not contacted. during the month of February 2021 i received an invoice amounting to R880.74 i then called the customer care concerning my billing, the day i called the rain customer care support was on the 13th February 2021 which was a Saturday i spoke to two agents one of the agents name i spoke to is Lorina of which i did not get the surname we spoke for a long time over the phone of which she could not explain why billing is set to be like that, i asked why am i charged the full amount for the 4g but i sent communication to your department stating that since i have done an upgrade could you cancel my 4g sim and pro rata the amount from the 1st till the 5th and add it to my 5g account on the the next billing. she advised me that they dont pro rata, i said its funny that you say you dont proa rata but you have pro rated my 5g amount from the day of activation which is on the 5th till the 31st January 2021 but you cant pro rata the 4G from the 1st until the 5th then we started not understanding each other were tempers are lost then the call ended, i then called again and i spoke to one of the agent again of which her name i have forgotten but the supervisor in charge that day was by the name of simphiwe or siphiwe, then i started from scratch explaining myself concerning my billing she then escalated my query to the billing department and i was advised that i will be contacted by monday or tuesday of which i was not contacted on the 18th of February my services was disconnected i called the customer care and i spoke to an agent by the name of Luyanda and i asked why are my services disconnected he told me that i have an oustanding balance i advised him that a query was escalated concerning that balance and no one has ever contacted me and today is friday,7 days has past no one has bothered to contact me and i also refered that the 5G according to what was said on your rain dashboard using my profile you adised me that the billing for 5G will only be billed for the month end of February and February has not yet elapsed we still in the middle of february, the agent then stated that no sir your services are now on your 5G line is active you can check now, it was just a network problem. this guy thinks that im stupid i dont know whether im experiencing network problem or when my line is suspended, he does not know that im not the only one in the building who is using rain of which i consulted those people first and their line was working perfect before i even called but anyway since my services are now back on let me wait for their billing department to contact me i then released the call. on saturday in the afternoon my services were disconnected again i called the customer support and i was advised that it is a network problem i must not worry everything will be sorted out then came sunday, i called once again and spoke to an agent by the name of keitumetsi and she advised me that on her side it shows that my 5G line is active but however on her system it shows that my device is faulty she will escalate the matter to the technical or their IT support and they will contact me around half past 9am since they not yet around but once they open they will resolve my matter, i said ok no problem i waited and i waited till i could not wait no more at around 10 i called the customer care and i spoke to an agent called nomsa and she told me a different story and this is what she said" sir i really dont know why they told you that your device is problematic you are in arrears for the amount of R880.97 you need to pay this amount before you can be reconnected and now i have to start all over again to explain my situation and imagine how frustrating it is to be redundant but i just had to do it we spoke for a period of 30 to 45 minutes till she now understand my frustrations she said she will talk to her supervisor and see what they can do to resolve the matter and she will get back to me during the cause of the day well i waited once more and i called it was around past 3 and thats when i heard that the reason the agent has not got back to me is because the relevant department is closed and my services ar not yet still acive. today is monday i did not receive or heard anything from rain, i then decided to call once more and i was advised with another different story stating that my line is active and my device is faulty they will escalate this to the relevant department they will contact you asap even now im still waiting for their call. now what kind of services is this where people tell you different stories concerning their product, does rain offer training to their agent concerning their product on how to handle matters like this when they arise, does rain teach their agent on what is first call resulotion, because what im experiencing here is customer avoidance whereby a customer is the one who is supposed to be calling all the time concerning the very same issue, right now we approaching month end they will try to seek payment from me, do they expect me to pay for the poor services that they have offered me. i have spoken to many agents in the rain department and i have lost count of how many of them i spoke to due to my frustrations, i have sent many queries and no one has bothered to call back, my escalated queries are about 10 and in those queries i have never received any response and now im about to seek assistance from the consumer protection act as i ran out of options.