Incorrect Debit Order

My Query was simple, I requested a refund since Rain debited my bank account for someone else RAIN profile and I even explain that I do not Authorise this debit to go off since I am not the owner of this Profile and I am not using it. The amount is R2 800. I requested them to refund my money and block that person from using rain or suspend the account but did not even attempt to respond on the Refund part and kept sending me the below emails. Can someone from RAin understand and assist me Please?

Nkululeko Makhanya (rain CeC)

Nov 30, 2021, 10:50 GMT+2

Good day Sindiswa

I hope this email finds you well.

As per our telephonic conversation, kindly note that before Rain can debit your account, or even register your card details on someone's profile,

An OTP Is sent to verify if you accept this transaction

It was recorded that you approved the OTP , The only way to solve this is that you may go straight to the bank and stop the card and report *****

We cannot deregister the card on our side . Apologies

For any further assistance, you may respond to this email. Alternatively, you may call us back *** or ***

Then I responded that I am not Authorising Rain to take my money as I stated the One time was for One time Payment and there are no terms and conditions that come with One time pin to the owner of the bank account holder saying she/ he will be debited every month so that the bank account holder will be aware.

Then someone else decided to send me the below email that has nothing to do with the query. Please see the below email;

Suhaifa Sheik (rain CeC)

Dec 2, 2021, 12:03 GMT+2

HI Sindiswa

Thank you for contacting rain, my apologies for the delay to your response.

I had a look at your profile and you are on the 5G basic package which is a monthly recurring service package. We do not bill on usage as the package is unlimited. We bill you a monthly flat rate as per our terms and conditions in which you accepted when purchasing the rain package in which you have given authority to be debited.

Kindly view our terms and conditions below.

It does end there when I called in the lady called Moleboheng Ntsilo told me the supervisor will call me, until today i am still waiting for the supervisor.