Rain support nonsensical service

I logged a call regarding my router which is kot working and till date no one has come to replace it or check what the issue is. I have also put in a request to cancel the router which always has network issue and no one has gotten back to me about that as well. Instead I receive a message informing me that my debit order will go off on the 22nd this month. Rain needs to decide whether they want to be a service provider or not