Rain refuses to cancel

I ordered the Rain 1 offer early November 2023. Upon trying to connect I realized that it has issues and does not have internet connection. I then called and requested a cancellation and I was told that I will be called back with assistance on the connection. In the meantime I switched off the device and continued using the one i've had before. I then did not receive any call back as promised. I called again to request cancellation and collection of the device and again I was sent from pillar to post. December 22nd I realised that I am being billed for the same Rain One that I am not using. I called and I was told that on the day I was trying to connect it some data was used. Fine I told them I'll pay it but I want to cancel it. The agent then said he is escalating to the department that will assist with cancellation. Till today It is not cancelled. I haven't received any call. Instead I am still being billed for a service I am not even using. The simcards are not connected, the device is OFF OFF OFF. How on earth am I being billed for something I am not using? I don't even have the app that I was told to download in order to activate the mobile simcards. I want this cancelled and I refuse to pay for something I am not using.