Appalling Customer Service

Appalling Customer Service

I have been a customer for the past 2+ years & even upgraded from initial 4G service to 5G within 3months of signing up without issues. Overall good service until the last 2 weeks in October 2021 when I had no connectivity & logged a call, got a response/ connectivity for a day then nothing. Logged 2 calls thereafter of which there was a delayed response, by then had decided to cancel the service via email and through the call centre. Thus began my nightmare!

I received communication stating I needed to settle final payment for the month of October as the internet service is paid in arrears and even got confirmation via all Invoices/ statements to date. However, despite service being disconnected at the beginning of November due to non-payment (and I thought at the time request to cancel service), surprisingly come end of November when I wanted to settle the account amount owing had increased by R250.36 and no one can tell me what that amount is for except for the standard response from their Finance department that the SIM card was not cancelled because I did not respond to their cancellations department (to confirm) via email my intention to cancel the service and thus they can’t credit the account with that R250.36 Bearing in mind:- 1: The only email I received from their cancellation department was to settle account in order for them to collect their 5G device; 2. Nowhere in their Ts&Cs does it state you still need to respond to an email to confirm cancellation of service in spite of submitting cancellation request via email & through their call centre - which is all you need to do according to the document & their FAQs section; 3. Despite presenting supporting documents, no one has bothered to answer or clarify, only getting the standard response from Finance. 4. Despite their Ts&Cs including instant EFT as a payment option they only accept & want to process payments via card details. 5. Have not provided a response on what the additional amount is for.

This is day-light ******* and now trying to find out who regulates Rain for me to escalate this issue to!