Rogers Communications review: Rogers shaw wifi

I had an account with Rogers (my mother and I) she called in Febuary to cancel it and it supposedly never got cancelled. We were NOT being sent bills through email. There is proof that she had called in Febuary about cancelling but nothing was done. the payment was being charged to her card with no invoice or anything.
There is also proof the wifi was never being used after she had called to cancel. I feel as though its incredibly unfair for us to have to pay for this bill when you guys did not cancel the account properly. We were not given proper information that I also had to call and cancel. I got no calls emails or nothing and my Mother wasnt informed either on the phone.
As I had spoke to a rogers employee after hours of being on hold they said I can pay the late return fee for the wifi box and cancellation fee. I have the wifi boxed but Canada post has been on strike which the employee also told me was okay to send it once they are off strike.
I still have been continously receiving calls from "Gatestone" about collections for pay.
But everytime I try and get in contact with rogers to talk to an employee I am put on hold or it wont even let me access saying there is no account with my phone #.
How am I supposed to deal with this problem if I cannot contact anyone?
I am incredibly frustrated with Rogers and how this has all been handled and it is completely unfair to be paying for YOUR problems with properly cancelling and handling this issue