Poor Support and Resolution to Issue

I have been a Rain client for a number of years now. We ordered a second service last year (have two internet solutions). I have been trying to cancel the one service, the 5G and replace it with another. When i logged on on the 24th to try and manage the services, cancel and add the new service there was a notification on the website saying I could not manage my account at that time. I have been trying to fix this for the last 5 days and instead of getting assistance from the support team I have been told (rather rudely) to pay for the service for the month then they will cancel it and then I can order the new service. The current 5G service is not in use, why must I pay for a whole month for a service I am not going to use! Can anyone assist me as the support person assigned to my ticket has no desire to resolve this. Not to mention the months service Rain still owes me for when the sim was not working.