Rain - Cancellation ****!

I started my journey with Rain in 2020, and had a smooth experience for all these years.

In January, I decided to cancel my subscription because of unforeseen circumstances. I sent in my cancellation on the 10th of Jan, I received communication that it was cancelled on their system, and collection of the router would be organised. Around the 20th of Jan, I hadn't received any communication of when the router would be collected, I then decided to call in to follow up, and I was told, it would be arranged and I shouldn't be worried, I wouldn't be billed again in Feb. On the 25th of Jan, the debit amount went off, which was okay, since I had only made the cancellation at the beginning of that month.

The router was eventually collected on the 3rd of Feb, I received confirmation that the collection was noted. Tell me why, I got debited AGAIN on the 25th of February after my cancellation and the router collected.

I called Rain on the 25th of Feb, to query the debit order and I was told that they hadn't cancelled my subscription and that the sim card was still active, and that they would escalate the query to the billing department, I could expect a call from them in 48 hours. 48 hours passed, I did not receive a call, and I had to follow up about 3 times with them. Eventually when I did receive communication, it was an email stating that I was billed post service. I called in again, and requested to receive the call that they had promised to give me. Tell me why I am still waiting for that call 11 days later? They then proceeded to send an email trying to justify the debit order. I am utterly disappointed in the service from Rain, and outside of that I want my REFUND, and the decency of the phone call that they promised!