Dreadful customer Dreadful

I am very Disappointed with the service received from Rain call center. I had called in November to cancel my package due to moving house which was confirmed canceled ,even new address was confirmed to pick up router .There was no information given on the call that i would need to respond to an e-mail to confirm cancellation and to my dismay i was debited at the end of December .When i called in the agent advise yes this is due to me not confirming cancellation on e-mail.There after i had made multiple calls asking when will it be cancelled ,spoke to a manager from the call center and advised he will send request for immediate cancellation ,i even asked the question time "would i need to respond to an e-mail or anything to confirm cancellation " to which he said no. And of cause i call in the next day has they promised to get back to me in 2 to 24hours (which is the promise in all my multiple calls to them and it is all broken promises as i call them every time since november to current )the agent states theres and em-mail that will be sent to you please respond so i keep her on the line and respond and had to be a bit hard on her the next dayi get a phone call to say that they are collecting the router.So i call again and the agent finally confirms that my refund will be processed as it was logged on the 7th Jan and will take 7 to 10days....so today is the 7th day and i call to follow up.WIth this being January funds are really tight so this refund is really needed asap however i am now told that the request was logged and i still need to wait for a response....i am sure one can imagine my anger in all this i now requested to speak to a manager (not the same manager i spoke to the last time )agent confirmed the name however i could not speak to him same time due to covid protocols(mind you the call i had in dec i manager came on the agents line so not sure how protocols change ).Agent stated he will pass my details on for the manager to call ...i have still not received the call. Disgusted with the customer experience .There is no proper process in place to handle the cancellation queries .Agents and team managers need to be upskilled has they all give a different story every time i call .Gave me the run around for something that is owed to me .Need my REFUND ASAP.Will never want to deal with rain and their call center