Cancellation

I have been trying to cancel my rain loop for 2 months now. Rain is taking advantage of people last month they said my account was being cancelled and I had to pay R695 which I did, but that didn't work now they want me to pay another R695 to cancel again. I called them today and they said they'd get get back to me in a few minutes it's been 9 hours and I am still waiting to hear from them, it's getting too frustrating since the reason I want to cancel is because I can no longer afford it