Disappointing experience

I downgraded my package In October and in the same month I also cancelled my product as the area I moved to had no coverage for Rain.. On 1 Dec 2021 Rain still charged me the full price which means not even my downgrade was processed and now making excuses that I received an email that reads "Amanda Karabo Hlushani (rain CeC)

27 Oct 2021, 09:34 SAST Hi Njabulo, Thank you for contacting rain. Apologies for the delay in response. We have encountered high volumes of inquiries over the past few days. The cancellation failed to process because there was a downgrade request. I have revoked the downgrade. Please try the cancellation again. Should you have any further queries or need assistance, please don't hesitate to contact us." I made a call to have all my requests done and they expected me to make another call requesting the very same thing which I dont understand why they did not just cancel, how pathetic... so I wasted my time with all those requests meanwhile none of them were fulfilled