Rain - "full service" mobile operator, takes your money but doesn't provide a service

On the 7th July 2018 - I purchased a Huawei E5573 and data package from Rain for the amount of R904.00. The average turn around delivery time is five working days. Today is the 20th of July and I have not received my order and I am unable to use the internet.

Leading up to this point, I made several inquiries with regards to my purchase. The first of many calls was on the 10 July, again on the 16th of July, with a Rain consultant, Ashley. My next conversation was with another Rain consultant, Arnold - who agreed on the poor service and promised to expedite with the courier company and get back to me on the 18th of July.

On the 19th of July, I spoke to another Rain consultant, this time Phindi - who apologised and explained that the package was sent from Cape Town to Pretoria. Both my work and home address is in Cape Town. Phindi then promised that another device would be delivered to me on the 20th July.

Further to this, I then received a notification from RAM, informing me that the device would be delivered to my home address. This was after Rain consultants explained that the device needed to be signed for by me only. And since I work normal working hours, I had made arrangements with Rain for the device to be delivered to my work address in Grassy Park, Cape Town.

I called RAM upon receiving the notification, to advise that the information is incorrect and that in fact the device needs to be delivered to my work address as I am the only one that can sign for the device. The lady at RAM arrogantly said that it is not her problem and that she will only arrange for delivery on Monday the 22nd July. As I was still speaking to her and stating my case of this being unacceptable service - she hung up on me.

I then called Rain and spoke to another consultant, Cindi who confirmed that the delivery address is Grassy Park. I have made numerous calls on the 20th of July and spoke to; Alleta, Mpumelelo and Ashleigh. During my conversation with Mpumelelo - I received a call from Rain (Nkiniso) who asked if I needed to increase my limit. Shocking since I never made that request, neither did I receive the device.

All of the consultants I spoke to at Rain, on the 20th informed me that Adila would get back to me and sort out this issue but she never did. At one point a consultant put me on hold, in search of Adila and got her to the phone. After two weeks of waiting for a device I have paid for, frustrated - I demanded a full refund but I was then informed that a reversal of my funds will take up to a month.

I am unsatisfied with the terrible service for a new company in the South African market. I'm curious to know if this is the service Mr. Motsepe has set out for his company and also is this how South African consumers are to be treated?