Terrible Service

Since last year December around the 15th I've been asking Rain to cancel my second router has it didn't work from the time I got it. They then decided to cancel it this year after putting through a complaint. Now they have double debited me and I've been asking for a refund ever since. The service from this company is far from appalling. I have not had such terrible service from any other company. When you call rain and request to speak to a manager they tell you that they are working from home, how is one suppose to escalate matters? How is Rain as a business going to improve they customer service? I want someone from higher management to contact me ASAP. As I said before if you want terrible service and feel as if you are not a customer to them, then you should join Rain. Worst company ever!