Debited while network query not resolved

I would never recommend rain to anyone. Well I joined rain in July, the 7 day trial was great until the first of August when I had no internet at all Ive called emailed nothing I'm still waiting for a call from 2 managers promised by Samkelisiwe. Since the 28/08 to date I haven't received the call. When I asked them to make sure that the debit doesn't go off I was told that they do debit even if I didn't use their service. I understand that but on this case it's not that I didn't want to use there service it's the fault that they are not resolving the issue. Below is a confirmation email that I won't be debited. I want my money

Dimakatso Mohapi (rain)

Aug 27, 10:50 SAST

Hi Petronella

Thank you for contacting rain, this is a communications is sent to all clients on the rain list, if you haven't used any data then you wont be liable to pay.

Regards Dimakatso