Rain Internet Service Provider - Bad experience

I cancelled my monthly subscription with Rain in December 2022, Which was apparently unsuccessful, but I was never notified of this. In May 2023, they deducted money from my account again. I phoned them and explain my story about 5 times to 5 different people. After a few weeks of battling I received a refund on the money deducted from my account, and I was told that the matter has been resolved now. 29th of June 2023, they once again deducted money from my account. I have phoned them about 6 times now, repeating the past, explaining my story every single time, and every single time I get told that they will escalate the case and get back to me, even putting it in a email on the 14th of July that we are on day 4 and the refund would 7-10 days. We are at day 14 now on the 24th of July, and today the manager told me that he is unsure if this matter has even been looked at.

How is this acceptable?