Great idea - poor execution

On 08/06/2018 at 09:26 I placed an order with rain for my data sim card to be delivered on 11/06/2018 between 08:00 and 09:00. At 16:41 on 08/06/2018 I received an email from rain support that there was an issue with processing my order (although the funds required were very successfully deducted from my bank account) and that an agent will be in contact to reschedule my order for the next week and I will be refunded the R120 for the order. On 14/06/2018 I made use of the online chat system to connect with an agent from rain to inquire about when I can expect this order to be processed as promised. I was assisted by Phumla Zulu via the live chat session and provide the agent with all the information requested of me. This included the order number, last digits of the card I used to make the payment, my email address and phone number. I was informed by the agent that in order to expedite the process that I should place and additional order for another sim card and that the R 120 for this additional order will also be refunded. I inquired about the previous R 120 refunded I was promised but did not get a clear answer at first. As I wanted the sim card I then proceeded to try and place another order - epic fail. I informed the agent that I cannot seem to add to my existing order and I am struggling to find the area on the website where I should now place this additional order. The agent stated that their system is currently experiencing a high demand of online orders and as such I need to try again in 30 minutes. I seriously do not have the time, the energy or the inclination to struggle like this so I asked about visiting an office of sorts to try and get this sorted. According to the agent they only take online order - but their system isn't working. I cleared my cache as instructed and tried again, now all of a sudden my previous order is no longer showing on my profile and I cannot go to a branch so I asked to be transferred to a manager on duty is this is becoming ridiculous. Instead of being transfer the chat is ended by the agent and the chat transcript is emailed to me. I rated the support service as bad and my chat was again queued. The agent did however reply suddenly stating that I can expect my first refund around the 20th of the month. That doesn't work for me. In order to process my order I have to pay immediately so I expect my refund immediately. Simple as that.

I was/am very excited about this great new network but this is a bit or a gloomy start to what is supposed to be a great new venture.