Terrible customer service!

If I could give them zero star I would! I have been calling and chasing up with Rain since 07 September for them to come and collect their router! I called and canceled my subscription in the first week of September because I moved to an area that had no coverage. Their very own agent advised I cancel. But, since then it's been emails and calls for them to come and collect the router, which they have not, but they're more than happy with debiting my account and refuse to refund me until the router has been collected!! I tried reversing their debits but my bank was unable to, that's another story, so now Rain is practically forcing me to pay for something I'm not using; while they happily drag their feet with collection. There's no where to drop off the router so I'm at their mercy. The inconvenience of the constantly calling, follow ups and emails is quite a nuisance. They say the matter is escalated, 3 months later they're still escalating? I'm beyond disappointed, I'm appalled at their service in fact.