Rain I want my refund!

I am completely and utterly disappointed in Rain’s service. I went on the app to cancel my subscription on 30th of January, and it said the cancellation was successful. They requested an address to pick up their router(within 5 days) and they had an option for them to call instead of providing an address. I chose the option for them to call me, and they still have NOT called me. Why is it that today on the 1st of February, that they have billed my account. When I called the agent, they are claiming that there is no cancellation reflected on their side. So who’s at fault because I submitted a successful cancellation according to their app and they didn’t receive it? I tried to retrieve the previous conversation from the bot and it asked me for a ticket number(which I have not received). The agent named Ron also went as far as to say he “can’t take my word for it”, which insinuates that I am lying, why would I go to such terrible lengths for something that I know is a lie? He was extremely unprofessional and unwilling to listen to me or help. They are now telling me that they cannot refund me because there are charges, how are you charging me for a service I cancelled? When I asked to speak to the agents manager he said, he doesn’t have a manager because he works at home, how does he not have a manager? This has been terrible service that I have had to endure because I was loyal to the brand. For the past 6 months I have experienced such bad service with Rain and have tried to troubleshoot it, it didn’t help. I am deeply disappointed with the response from a brand that I trusted, I have always sung Rain’s praises because I have been a customer of theirs for 3 years on and off due to affordability. To be told that I should ultimately just forget about my hard-earned money because of a fault on their system is infuriating and extremely disheartening.