Rain Internet Service Provider really is a bad service provider and *******

I upgraded from 4G to 5G home router in November 2021. It never worked. I requested cancelation since the 6th December 2021. Till this day my sim has not been canceled, the router is not collected and my account is debited without service. When I called, I am always promised Escalations to a senior manager who never respond. Always new reference numbers. Why is the accounts department never available to us as customers. I have had to buy LTE from other ISP to continue working from home whilst paying Rain for what?