Terrible service and still waiting for my refund

I requested cancellation in the last week of July due to ongoing network and connectivity issues. I specifically confirmed with Rain that I was still within time to cancel and was assured that the cancellation would be processed and I would not be charged for the following month.

Unfortunately, the cancellation was not processed, the debit order still went off, and I had to follow up several times before anyone finally actioned my request.

The router was eventually collected on 21 August, but as of 26 August, I am still waiting for my refund. I have contacted Rain repeatedly, yet I cannot get a proper update from the billing department or confirmation of when my refund will be processed.

The constant follow-ups, lack of communication and failure to action a straightforward cancellation have made this an extremely frustrating experience. I simply want the money incorrectly charged after my cancellation request to be refunded.