Ongoing Billing for Cancelled Rain Account, That cant be cancelled

I am writing out of extreme frustration after trying unsuccessfully for more than four years to cancel a Rain account that has not been used, active, or functional.

Since around 2021, I have made repeated attempts to cancel this service. Every single attempt has been exhausting and has led nowhere. Despite this being a month-to-month package when I signed up, Rain has continued billing me as if I am locked into some ongoing product that I never agreed to.

The modem and SIM card have not been in use for years. There has been no data usage, no connectivity, and no benefit to me whatsoever. Yet I continue to receive bills. What makes this worse is that your automated systems seem very efficient at billing, but completely ineffective when it comes to cancellations or dispute resolution.

I have repeatedly engaged with your chat support, only to be told someone would call me back. Those calls never happen. Instead, I receive emails claiming someone tried to reach me, but I have no missed calls or records of any contact attempts. This feels dismissive and dishonest.

At the time I first raised this issue, the balance was around R1,500, which I already disputed. I have now seen the amount has grown to approximately R15,000. This is unacceptable considering I have had no service. I would like a full explanation of how charges continued to accumulate on an inactive account with no data traffic.

Originally, if payment was not made for 30 days, the service would simply be disconnected. That was the month-to-month arrangement I agreed to. Instead, Rain appears to have unilaterally changed how this account is treated, continuing to bill without service and without my consent to any new terms.

After realising the billing was continuing, I changed my banking details and physically disconnected the modem. I also communicated multiple times that I no longer wanted the service. Despite this, billing continued.

I now formally request the following:

Immediate cancellation of this account

Written proof of any data usage you claim justifies billing over the past several years

A copy of any agreement or contract showing I consented to ongoing billing regardless of usage or connectivity

A full reversal of charges app**** after my initial cancellation request

This situation has gone on far too long and has caused unnecessary stress. I expect this matter to be resolved urgently. If not, I will escalate the complaint to the relevant consumer protection and regulatory bodies.

Most recent correspondence (#***6 – askrain cancellation support)

I look forward to your prompt response, not a call or an email confirming cancellation, backdated, seeing as they are the only ones that can't reach me on my mobile phone.

Kind regards, ED