Rain billing team

On the 1st of April 2025 rain deducted money from my account for the service that I didn't use and so I requested them to refund me. Cool they told me that it will take 7 to 10 working days to be completed, so I waited till today and when I contact them on *** number and the agent keeps on saying they escalated the matter to the billing team that was supposed to be in touch with me but still have not contacted me. Now they have cut my connection stating that I'm in areas, why they don't take the money was supposed to be refunded to me for this months installments.