Misleading information by Rain agents

On the 21/11/24 I called Rain for an upgrade because my router was broken. I was on the unlimited 4G plan and I was eligible to upgrade to their 5G plan. The lady who was assisting me with the upgrade was Babalwa. She assured me that the last payment I would make for the 4G plan would be on the 25th of November because i told her that I don’t want to end up being double billed. She assured me that that would not be happening. I just need to call in for a cancellation when I receive my new device. I received my new device but I could not get through to them so I cancelled the 4g plan on the app. A lady I spoke to on the 26th of November said I should called in after the 1st so that I could be credited. On the 1st of December I received my invoice and it said i had to pay R1160. I called into Rain multiple times and they kept sending me from pillar to post, nobody was getting back to me. On the 11th I spoke to someone who told me that my account had been credited with R1160 and I asked for proof. They said they would be able to provide me with proof but would provide me with reference. To my surprise I receive an SMS saying that I owe the same amount. I contact their twitter team and they don’t know what I’n talking about. They are saying that they don’t know what the agent meant. They don’t care that it is THEIR agents who misled me and provided me with the incorrect information. I was not going to upgrade if I knew that this would be the case. The lady who assisted me with the upgrade told me a different story than what they are telling me now and they don’t seem to care.