Debolical for a lack of a better word

My problems started when I cancelled my old subscription and moved onto their new 5g decoder, I opted in for the option of returning the decoder to my nearest rain store I was told repeatedly on the phone that if I return the decoder I was not going to get charged extra I got charged R1000, while my subscription was only R739,last month I got charged two I have been sending proof of the second charge to no avail, I don't know if the email they give works or not coz there isn't any acknowledgement of the receipt of email the email address is ***,rain is pathetic if not the worse service provider