Horrible rain!!!

I have a debit order with rain for their services. This month i got a message saying the debit order could not go off. As i need data to work i decided to make a direct payment into their account. A day later a debit order goes off witb description bigbags. I got a message thereafter from rain stating that some of their debits went off with that description. I contacted them asking for a refund of my overpayment. They acknowledged and said they would escalate the problem. They never did. Today i called in, spoke to a consultant and as she said she would speak to billing the phone just cut. Their call centre is the worst