You have to BEG and NAG Rain to action requests

It is like pulling teeth to get Rain to action any requests. To make a long story short, I had ordered a 5G router and signed up for the 24 month contract as per their Black Friday special. I received the package on the Tuesday morning and did the activation that afternoon. Unfortunately the service was inadequate and I decided to cancel the contract and return the router. To this end, I logged on to the web site and had a live chat with an agent who promised someone from Rain would phone me the next morning to arrange a date and time for them to collect the device. When I did not hear from Rain, I tried to phone their contact centre but after holding for 15 minutes, there was no answer. I sent them an email a previous night but had received no response to that either. I once again used the online chat option. I chatted to an agent who then said that Rain would contact me during the day to arrange the return of the Router and that I had to disable the sim card from the Rain dashboard. I did not see such as option and explained that to the agent, with a screenshot... and she said she would escalate that issue. Once again, the phone call to arrange the return of the 5G did not happen. Neither did anything come from the escalation to disable the sim card. That afternoon - I chatted to the same agent again, and also asked that my sim card be disabled again. This time at least I got a consultant to call, and I arranged for the time and place to return the router. This went through as planned but today I logged on to the Rain portal and see my sim card is still active. Please, please, please, can somebody at Rain just go ahead and cancel the Sim card as I do not want to incur costs for a service that I have cancelled. Especially considering I no longer have the sim or the device in my possession anymore. Some of the reference numbers I've logged for this are 708735, 701360, 700411.