Complaint regarding poor service and billing issues

Dear Rain Customer Support,

I am writing to formally express my extreme dissatisfaction with the service and support I have received from Rain. The experience has been incredibly frustrating, time-consuming, and financially burdensome.

Initially, my 30 Mbps connection frequently went offline, prompting me to upgrade to a faster package. However, I was unable to do this via the app and requested assistance through your chatbot, which logged a ticket for someone to call me. I received only one call which I unfortunately missed, and no further attempts were made to contact me.

Subsequently, I selected the cancel option on the app and requested another callback which never happened. I believe my request to upgrade was misunderstood as a full cancellation request, hence the lack of follow-up. I attempted to call multiple times, but the airtime costs incurred from lengthy prompts and waiting on hold made this unsustainable. Eventually, my mother had to call Rain and transfer the call to me.

During that conversation, I explained that the 30 Mbps plan was unreliable and I wanted to upgrade. I was informed that I could not upgrade directly and would have to cancel first. However, I was not advised that the cancellation would take a full month to process. I am now left with two modems.

I tested the new modem to ensure it was working, then attempted to cancel the 30 Mbps plan — only to find out it would remain active for a month. I was advised to register the new modem under my mother’s name using my banking details, but at no point was I informed that activating the new modem would immediately begin billing, even though the old plan was still active. I cannot afford to pay nearly R2,000 in one month just for WiFi.

I logged a ticket via the chatbot requesting assistance or a callback regarding either a refund for the old plan (which I am no longer using) or to suspend billing on the new one until the cancellation period ends. This was three weeks ago — I have not heard back from anyone.

Additionally, I was given two SIM cards. I used one for data for a few hours and was charged R38, despite not being informed that this was not included in my monthly subscription. The delivery process for the new modem was also highly unprofessional. The driver came to our home, but since my mother did not have the correct documents, he said he would return later. We waited (despite having an event to attend), but he never came back nor contacted us. The next day, a lady called me, and when I asked her to call back, she never did.

Overall, I am extremely disappointed with Rain’s service. When a sale is involved, the communication is prompt and enthusiastic. However, when assistance or support is needed, there is no follow-through. The network quality remains poor — even the new, supposedly stronger modem disconnects every few seconds.

I respectfully request the following:

A refund for the period I was charged for the old plan after activating the new one, or Deactivation of the new plan with no billing until the 30 Mbps plan is officially cancelled. An explanation for the additional SIM charges. Immediate action and communication from your support team.

This experience has been deeply disappointing, and I sincerely hope you will take steps to address these issues urgently.

Sincerely, Shimona ***