Unhappy client

I called rain on the 27th of December to ask Rain why my router was not switched off because I did not make any payments on the 25th of December 2024.According to my knowledge once a subscription is not paid for,the merchant cuts/stops their services until a payment is done.I asked them why they switched on my router without my consent because I had no money I was not answered.I asked the lady i spoke to to make arrangements and organise someone to fetch the router because I cancelled the subscription/services.She advised that I’ll receive a call and even on this day no one has called me,to my surprise on the rain website I’m being told that I owe R1250 or so.How did we get to that amount when I was advised that my relationship has been terminated with Rain and the router was switched off.I called in yesterday and today and I have not received any answers ,the last payment was done on the 25th of November for December however according to the app I’m owing I’m really disappointed