VERY SLOW AND BAD SERVICE

I was very happy with Rain, their network is good. The problem started when they debited my account twice on the 25th of July. I asked for refund same day and they said they will sort it out, it's been 2 weeks now and no one has said anything or given me feedback. I keep contacting them and everytime it's same story. They keep saying they have escalated the issue to the right department and will come back to me, til today no one has called or messaged me regarding this issue. I AM NOT HAPPY ABOUT THEIR SERVICE AT ALL