Inept customer support and paid for services I am not receiving

Since the 8th of December 2020 I have been dealing with Rain Customer Support for request number *** with no joy from Roman Duze, the person I have been dealing with.

On the 2nd of April, I ordered two Rain Simcards from Takealot which arrived the next day and I activated one of them. I had no issues with the process. In the beginning of June, that simcard was lost, if I recall correctly, it was the morning of the 2nd of June, with a total usage to that date of 279.8mb. I went to the Rain website to cancel the simcard however Rain did not have the option of a lost simcard so I selected the most appropriate next option for a cancelation reason and I received an email from Rain acknowledgong the cancelation request.

On the 7th or 8th of December, I decided to activated the second simcard however as I started the process, it went as far as verifying my second simcard and then taking payment for the option I chose which was the R479 Unlimited. There was no option in the process for me to RICA the simcard so I contacted customer support. This is when my issues begin as I was told to go through the process again to activate the simcard. I explained to Roman that I had done that and if I do it again it will ask for payment again, but I had already paid. Roman insisted that I do this step sending through what seems like generic responses. After explaining to him again, he then stated that the simcard was canceled by my request and sent me a screenshot of the Rain email response to me. Again, I had to explain that was for a precious simcard and this was a different simcard I was trying to activate. He then asked for my bank statements showing that the money had come off my account, I showed him the amount of R479 and a R1 which were taken as my card number had changed and the R1 was for verification. Roman then went quiet for a few days.

I followed up on the last email asking for feedback or for his manager to contact me, and received no response the first time. I followed up again and received yet another generic response of how to activate the Sim. I explained again that if I do, it will ask for payment again. He then said that the first payment was for an amount outstanding for June, and according to the invoice and the excel sheet he sent me, this is for the period of 01 June 2020 to the 30 June 2020 with a total of 0.2798GB and a total of R479. My sim cancelation request was acknowledged on the 3rd of June 2020 but I am being charged for a complete month. Shouldn't this be adjusted to the days used. And why would I not be notified monthly of an outstanding amount. Does it mean that if I did not try to activate the second simcard, Rain would have left that amount to carry till written off or handed over without notifying me?

I have asked Roman numerous times to escalate this matter and he fails to do so.

I am now taking this matter to the Ombudsman as I do not want the product anymore and I want my refund as I do not see myself dealing with inept customer support like this for any future issues if I continue using RAIN.