Terrible Call Centre Service

My University student daughter cancelled contract in November. She called and cancelled and was advised to call closer to the end of the month. So she did. She left Uni at the beginning of December to return home. But she continues to be charged and has called on a number of occassions and spoke to call centre and they said someone would call back and one call was made, which she was not on hand to take. The asked her to send a convenient time to call, which she did, buit was never contacted again. She sent emails... all unanswered. Money was attempted to be taken from her account in Jan, but the funds were not there so it bounced and she incurred a bank penalty of R 85. System still shows she owes R529, or thereabouts. Rain never arrived to collect the router and it got thrown away after my daughter left. Now they say there is a R4000 liability. But my daughter says she never signed a contract and was never made aware that the router had a value. In any event we feel that Rain is liable in part at least, by virtue of their own negligence. This this value is also certainly more than the street value as a 2nd hand item. New customers dont get old routers surely! At her wits end and feeling helpless due to long call waiting times at the call centre (from her cellphone) she asked me to assist. I did and called 3 times, waiting 10 minutes each time for an answer. The first agent hear the whole story and said she understood and would get her Manager (in a meeting) to call me. (She also said that contract was only down to be cancelled in January!! No return call ever came. I had to call back and wait another 10 minutes and then tell the whole story all over again. Why? Surely there is a transcript and summary of call on the system? He acknowledged that cancellation was instructed in November and that the amount due was not in fact due. He said we would be liable for the router and I tried to explain my unhappiness with that and that I wanted to speak to a manager on that score. The call was cut. No one called back. I called again later and after waiting the obligatory 10 minutes to get through, the third agent would not listen to anything as they said I was a third party and POPIA and all that - they need permission to speak to me. I rep**** that I didnt need any personal information as I had it all, I was just requesting a call back to confirm resolution and reach agreement on the router (my daughter is not the funder anyway). He said he would do that but that Manager would also not discuss with me. So I said well how do you give permission and he said she would hgave to come on the the call. But she is in CT and me in Durban! He said she would have to give permission by calling them and I said so then would this be noted on the system so that when I called again it would be discussed with me (ignoring the fact that 2 previous agents had NOT required this, to discuss the matter) he said no, the permission would only be applicable for that call and would not be noted....so in other words we do INDEED have to be on the call together, which is not possible. Then he said he could not hear me and cut the call! No one called me back for the thrird time. So now I am at a loss and send a mail to the Rain legal team, to which I have received no response. And to my knowledge my daughters account will be debited again at the beginning of Feb. Nice work Rain, a quality outfit, for sure!