Very unhappy customer

I upgraded my rain account earlier this month. I was requested to pay a pro rata fee which I did. This pro rata was debited after my normal payment of R795 that went off on 4 December. I was told by the consultant who assisted me that my existing router will be canceled once the new one is received. I was also told that my next debit order will be less because of the payment made in December. Today Rain debited almost R1600 because you never cancelled the existing subscription. I called in this morning and was told that my query will be escalated and someone will call me, the request was logged at 08:05 and it is almost 17:00 & nobody has contacted me. I want my money refunded immediately.