Very *********** and confused staff

last month on 13/08/2024 when I receive my upgraded package, I requested for the old package to be canceled from that day, for some reason I noticed today that the old router is still active because we just left it pluged in, and I called rain today in the morning just to confirm the cancelation, to my surprise the old router was never canceled, and I was told that I am going to be billed for both routers. I refuse to be billed for the old package because to my knowledge it should be canceled, I will not pay for rain staff incompetency, and that's the case I might as well cancel the new package as well.

I find this very frustrating and so ***********, that even when you call rain their staff, sounds like they're not even sure of what they're talking about or doing.

I would appreciate if this matter can be treated as a mater of urgency before my debit order date.