Ghosted when trying to cancel 5G Home Premium

I have had the absolute worst experience trying to cancel my rain 5G home premium.

I first logged a cancellation via the myrain mobile app on 18 July 2021. First of all, the first response was only on 21 July 2021. I was asked why I wanted to cancel and when I would like the cancellation to take effect (immediately vs end of the month) and I was also asked for an address which may be used for collection of the 5G router provided by them. I responded on the same day, providing the address and requested that the cancellation be effective at the end of the month. On 22 July 2021, I was advised that the cancellation was scheduled for the last day of the month and that the courier company would reach out to me to arrange collection once the cancellation takes effect.

On 1 Aug 2021, I was billed to my credit card for August. I reached out (on 2 Aug 2021) on the cancellation support request to inform them that I had been billed and the network seems to still be active. No response. I then followed up on two separate occasions - 5 Aug 2021 as well as 11 Aug 2021. No response. I even logged separate queries regarding the failed cancellation and billing since then on 5 and 10 Aug 2021 and still, no response.

When I log on to the myrain mobile app now, the subscription no longer appears. I have also not been contacted for collection of the device and now the address listed is out of date as well.

This has been quite a terrible experience.