Cancellation of 5G service

Trying to cancel Rain 5G due to Router being ******. I have spoken to more than 5 different people and no one knows what is going on and all i get is "someone will get in touch". Cancellation still not done and I am already being billed for January and I don't even have the router. can someone please help. all i want to do is cancel a service I am not getting. Simple Request