Bad service, refusing to refund clients

Formal Complaint: Unauthorized Debit and Refusal of Refund by Rain

To Whom It May Concern at Rain,

I am writing to formally report an issue regarding your billing practices and refusal to honor your refund policy.

On 25 May 2025, I cancelled my Rain Wi-Fi service. Despite this cancellation, Rain processed a debit order from my account afterward. According to your policy, refunds should be issued within 7 days of debit if cancellation occurs prior to payment.

When I contacted customer support, a retention agent (Lulama) informed me that "there is no way around it" and Rain would not refund the amount, suggesting I should have cancelled a day earlier (24 May 2025). This response contradicts your stated policy and fails to resolve the unauthorized charge.

Additionally, I wish to highlight my experience with your service quality, which has been consistently unreliable.

I request the following:

Immediate refund of the post-cancellation debit.

Written confirmation of your refund policy adherence.

Escalation of this complaint to a manager.

This incident reflects poorly on Rain’s commitment to customer fairness. I urge you to rectify this matter promptly.

For the public: I caution potential customers to scrutinize Rain’s policies and service reliability before subscribing.

Sincerely, Mrs Palmer Reference (***6)