Poor service and SLA not met

I'm very disappointed in you guys after being a loyal customer for so many years. On the 21/12/2023 my device was ****** and unfortunately for me I had put the Rain Simcard in SIM 1 in my Huawei 11 Nova pro. Worst mistake of my life! I've been asking for them to block sim1 slot and provide me with an ITC Ref no since last year till today they don't respond anything all they tell me it's we've escalated the matter to billing that's it . I can't even get a new device because of them. I am paying for a device plus insurance but Rain won't assist me with just a mere ITC reference but when they debit your account they Don't even take 2 seconds this is Absolutely Not called for .I'm not happy at all