Complain

I subscribed for rain wi-fi this year in May, everything was fine with the Wi-Fi until September the 22nd, since last week Tuesday I have been without Wi-Fi connection, I called them more than twice but they still haven't resolved the matter, I emailed them several times but I'm still without Wi-Fi connection, when I take the router outside my location is connecting however in my house is not connecting,I don't know what to do anymore, when I try to cancel the Simcard they say they are still going to debit my account however when I first subscribed they debited my account immediately, how long must I wait for this to be resolved even though whatever I try to do they still debit my account