Poor Support after payment has been made!!!!!

I decided to change from one provider to Rain. I went online and then got stuck with the rica of my sim card. I sent through a letter from the place where I rent with my husband and a account. It is now Friday. I have to pay my current provider.Money has been paid to Rain even before I could do anything. Now I have to pay my current provider and paid Rain for a service I do not have. I have emailed the support countless times. I only receive this message over and over again:Your request (***) has been updated. To add additional comments, reply to this email or click the link below: https://support.rain.co.za/hc/requests/*** This is of no help at all.