unacceptable service

i have upgraded from one router to a new one, then i cancelled the old one which was never cancelled on Rain's side. I received the new router on 10 Jan 2025 and immediately called to cancel the old router, i needed to call 3 times to get the old router cancelled, it was only cancelled on 19 Jan 2025 and now i am being billed for something i cancelled from my side and which was not done from Rain's side. now they want to credit me for the 9 days the router was used but still debit me for the 22 days that the router was unplugged and in the box. they said CCD couriers tried to call me but i only received a message and email to schedule an appointment for collection on 3 Feb 2025. this is really not on.