usesless provider and staff

I ordered a 5g router from rain on the 25th of may but could get the device as my smart ID top was broken, called rain multiple time to cancel the order since end of may, every week I get same story that the issue is being escalated, its been over a month now and issue is still not resolved, Spoke to Carlos last week(helpdesk manager) issue is still not resolved. fail to understand whats so difficuld about cancelling my order, I didn't take delivery of the device or sim