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I am writing to formally raise a complaint regarding my recent experience with your support chatbot and the handling of my account, which is currently in arrears.

I engaged with the Rain chatbot on 24 May 2026 in an attempt to reconnect my service. During this interaction, I was clearly advised multiple times that if I paid the upfront Promise-to-Pay amount (which was reflected as R100), my service would be reconnected within minutes. Based on this assurance, I proceeded with the payment—despite being under financial strain and using what was effectively my last available funds (R779)—as I re**** on the accuracy of the guidance provided. However, after making the payment, I was then informed that my service would not be reconnected unless the full outstanding balance of R8125 was settled. This directly contradicts the information provided to me by the chatbot, which explicitly stated:

“Once you settle the upfront amount… your service should be back online within minutes.” “If the upfront amount says R100, paying that will definitely get your service reconnected.”

This inconsistency is extremely concerning and frustrating. The chatbot’s responses were misleading and gave me a false expectation, which ultimately resulted in me making a payment under incorrect assumptions. As a customer, I expect:

Accurate and reliable information from all support channels, including automated systems. Transparency regarding reconnection requirements before making any payment. Accountability for misleading communication that results in financial loss or inconvenience.

At present, I am left without service despite following the exact instructions provided to me, and after making a payment in good faith. I would like this matter to be urgently reviewed, and I request:

Clarification on why the Promise-to-Pay process was misrepresented. Immediate assistance with reconnecting my service based on the agreement communicated. A resolution that fairly considers the misleading advice I received.

I trust that Rain will take this matter seriously and address both my individual case and the broader issue with the chatbot’s communication to prevent similar situations for other customers. I look forward to your urgent response.