Rain not keeping to promises

I cancelled my 4G SIM with rain in December and signed up for the 5G SIM. A consultant called about why I did the cancellation and I explained the whole confusion that led to the cancellation and starting a new service. I won't get into that now. Fast forward a few months and Rain charges me R958 for the 4G SIM I cancelled. Now I'm told to submit proof of the payments when they can see I made the payments. I submitted the proof, but still have not received any refund, and It still shows I owe for the 4G SIM, which I cannot cancel now. When I first called about this, the agent couldn't verify the account details and could not assist. Which is BS, because I was logged into the account and read out the details. The 2nd agent was able to assist but only with empty promises.