no complaint process

I had a problem with rain router/network from October 2023, i have been calling and i am always calling and i am being told the famous words "optomization". i was told to give out the ZN sim number to escalate to network/technicians. i was told that there is no feedback on. i called this month(january) with reference number ***9. i was told it's now "high priority"escalation, i called today(16/01/2024) to follow up and with the reference number i provided they said it's for "optomization"which is incorrect. go back to all my calls and issue. kindly cancell and refund. i no longer want RAIN, it does not have escalation process,no email, only customer support which they will tell me to swtich off my reouter, obviously it will work only for a couple of minutes. i need feedback on who someone to collect their product and refund.