Rain stole our money... Won't refer anyone to use Rain

We canceled the service 28th Dec 2021 they said it's fine it will be canceled they will collect the device it's been 3 months they still did not collect their device and they deducted more then R2000 from my wife's account on the 1st of March so on the 14th of March my wife spoke to Alicia from customer support who insured her that it will be paid back into my wife's bank account within 5 to 7 business days she called again today they told her that the money was credited to her Rain account they waiting for the device to be picked up...... They did not pick it up since December..... Worst service I ever had with a network service provider..... Now I asked them if they can see the cancelation on their system they said yes now I asked them to send me a cancelation letter so I can take it to my bank they said they can't do that..... I am baffled..... That they treat their customers like this....a people orientated business..... But their policies and processes do not cater for the people that it's meant for its pathetic