Rain can never make it rain when their service is bad

I had 2 routers with the network one in jhb and the other in kzn, i decided to cancel my router in kzn because i wasn't home for more than 3 months. Called the call centre paid all that was outstanding with consultant on the line. I asked her to confirm that moving forward I would I would only be paying for 1 router and she confirmed this more than once. Rain has come back to say I still owe for the canceled router when i ask them to have a team leader call me ro listen to my interaction with the lady who assisted with the cancelation i never get a call back but i am bombarded with messages to say that i owe them.