Terrible Rain Service. Still don't know what is going on

Ive been trying to cancel my account since June. I had conversations with possibly 3 people with nothing happening from there on afterward. Then eventually I sent another support email with everything that they required to cancel and then someone contacted me saying they will come collect the device.

Now I dont have the device anymore and they are still charging me monthly. I am waiting on a refund and for the account to be fully cancelled. I still have no idea what is happening