Rain refund / poor communication

I'm still waiting for Rain to process my refund. I canceled my service on November 29th and returned the router during the first week of December. However, they still deducted the full debit order on December 15th, which is my usual payment date. According to their policy, I should be refunded for the 15 days I didn’t use the service, prorated. It’s now January 21st, 2025, and I’ve yet to receive a call from them.