Rain does not want to cancel my account

I got a rain router. I cannot connect. The signal drops all the time. I don't want it anymore. I need to return it. I first logged a return on the 21 of April about 2 weeks after getting it. I received 5 consecutive automated emails saying someone will contact me. No one contacted me. Yesterday I see that another debit order went off my account even though i requested it to be cancelled. So i phoned Rain to be told by the lady that she apologises and someone will contact me immediately to organise collection of the router and i will be refunded. I received several emails noting that they cannot get hold of me and that i should rate the service. I have my cell phone with me, no one has phoned me. I have received several mails stating the same after i reapp**** for cancelation online. I have decided to now try get a reaction on Twitter and now Helopeter because online, email, and phoning doesn't seem to work. I have 4 reference numbers. I need my account cancelled and backdated urgently and my money refunded. This is all unacceptable.