Unauthorized debit

I asked rain to upgrade me to the 101 router and cancel my old SIM with them,to my suprise they debited my account and I haven't received my router,I called for the first time and the lady went quite on me,called again and spoke to a guy named Ali who was very rude told me I need to call sales as my order was cancelled,asked which order was cancelled and he hung up on me so rain deducts my money for service not rendered,then chow my airtime and for the cherry on top rude consultant hangs up on me