1 reviews | Active since Apr 2021
Bad Customer service from Rain Internet Provider
I went online a few weeks back to place an order for a 4g wifi Sim at R479 although I didn't conclude my payment. Last week I called them on *** to ascertain what the expected time frame of delivery is and was informed it will take 3-5 working days for the Sim to be delivered. I also queried about the Sim one could collect at Clicks and was informed it works on the same basis. Saturday I collected a 4g rain Sim card from clicks Plumstead and activated the Sim online but instead of setting off my payment against the Sim card I activated and verified, Rain automatically set my payment off against the Sim that was in my Cart, although I didn't even opt for 'Cart check out'!! Needless to say I made 10 plus phones calls, spoke to Mohammed first at sales, then his manager Ketsani to be told there's nothing they can do and I need to make another payment to activate the Sim I collected from Clicks. When I called the Support dept I asked to speak to a manager and the phone went off. I later learnt from Joseph Wilson, who was the most helpful there that the manager Sisiso Sibya, Johannesburg call center, said the client can call back, although they have my contact details. When I called back and spoke to another consultant she was very abrupt and rude over the phone and my call got cut once again. I called back spoke to a Katlego who advised me he can email Sisiso as I asked to speak to him but was told he's not at liberty to give me the manager's email address as it is against company policy...what APALLING CUSTOMER SERVICE from RAIN!! I am super annoyed with them. I know come month end they will double debit my account for both Sim cards.
I need urgent positive feedback from Top Management at Rain pls!! This is totally UNACCEPTABLE
Kindly accept my apology for the inconvenience caused.
As per our telephonic conversation, your refund has been processed.
Kind Regards
rain
Kindly accept my apology for the inconvenience caused.
As per our telephonic conversation, your refund has been processed.
Kind Regards
rain
An apology does not suffice for ALL the time, airtime, phone calls and energy spent trying to address and resolve a simple issue with yourselves...neither does a refund! It's ********* company practice and standard for any company to set off a payment against something that wasn't even actioned or authorised from the client's side, nevermind if there's an existing order pending in the cart/basket. If a client actions another order, in this case a new Sim activation and got verification from your side and was requested to make payment in order to finalise said deal, payment made by myself needed to be set of against this NEW activation, in principle. This would and should have alleviated ALL the unnecessary frustration and inconvenience. Needless to say they still refused to action my request accordingly, simple as it is and insisted on having a Sim delivered to me within a stipulated time, alternatively refund me...what a complete waste of time! Only after filing my complaint on Hellopeter was I overloaded with all the Rain calls from a consultant and a supervisor, but previously I was kept online for long periods of time, not reaching anyone and having any luck! Comes to show only when their poor, pathetic services were exposed did they want to jump and provide some form of service, still with no luck on having a Sim card activated!!
Thank you for this platform Hellopeter in allowing us as Consumers to air our gripes and expose bad services from companies such as in this case, your assistance is much appreciated.
An apology does not suffice for ALL the time, airtime, phone calls and energy spent trying to address and resolve a simple issue with yourselves...neither does a refund! It's ********* company practice and standard for any company to set off a payment against something that wasn't even actioned or authorised from the client's side, nevermind if there's an existing order pending in the cart/basket. If a client actions another order, in this case a new Sim activation and got verification from your side and was requested to make payment in order to finalise said deal, payment made by myself needed to be set of against this NEW activation, in principle. This would and should have alleviated ALL the unnecessary frustration and inconvenience. Needless to say they still refused to action my request accordingly, simple as it is and insisted on having a Sim delivered to me within a stipulated time, alternatively refund me...what a complete waste of time! Only after filing my complaint on Hellopeter was I overloaded with all the Rain calls from a consultant and a supervisor, but previously I was kept online for long periods of time, not reaching anyone and having any luck! Comes to show only when their poor, pathetic services were exposed did they want to jump and provide some form of service, still with no luck on having a Sim card activated!!
Thank you for this platform Hellopeter in allowing us as Consumers to air our gripes and expose bad services from companies such as in this case, your assistance is much appreciated.