Rain keeps *****ing my money!

I was on the 4G package and decided to upgrade to the 5G so I ordered the 5G package for R699, which they never delivered.

They took the money off my bank account, when I asked for my money back they refused which makes no sense because they did not deliver what I paid for, now they are still charging me for the 5G package!!!

This is the second time now that i am being charged for a product that I am not using. All I am asking for is my money back but I keep being referred to different departments with no resolution when I call the Call Centre.