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Portia M

1 reviews | Active since Jan 2018

03 Mar 2025, 13:15

Continued Billing Issues and Horrific Service

Dear Rain, At what point will this harrassment with my bill stop? I raise a complaint last week regarding my internet being disconnected. Although I made a payment on the 25th, you insisted that payment was not received. Come the 28th of Feb, the payment reflects as posted on your side indicating payment has been received. My internet was FINALLY restored. Today, I'm still getting messages of an outstanding balance on my account of now R2, 260 meaning i'm in arrears for February and March! THEN BOOM, my internet is disconnected again! Why am I now in arrears for March payment when its due on the 25th of March? If payment for February was not received, why was my internet restored on the 28th only to be disconnected again today? I've submitted the proof of payment for the February payment to ***. Once again I'm incovenienced, once again I can't do my job because my internet is off after payment was made, posted and received, internet being restored and now being cut off again. This is honestly too much. RAIN, please fix your billing and stop harrassing your customers when they've made payment on their accounts. At this rate, I will most certainly be cancelling my services if this problem is not fixed today. There is no way I can operate in this fashion. Your service has gone down the drain RAIN, you treat your customers poorly and your billing department is not doing their job. As for this call center, it's USELESS, what's the point of having a call center when your agents are not able to assist customers? Everytime one calls they are told a query will be escalated to the billing department, no direct access to anyone in that department, query after query, bank statement, proof of payment being sent now for the 3rd time with no support. All I want is for my internet to be restored, I HAVE PAID FOR MY SERVICES. Fix your service before you loose thousands of customers and start treating people with respect and integrity.

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Replies (4)
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Portia M's update03 Mar 2025, 14:48
Reviewer Update
This is nonsensical feedback. I've sent proof of payment TODAY. PLEASE DO YOUR JOB AND CHECK THE LATEST SUBMITTED DOCUMENT SENT TODAY. I'm sick and Tired of receiving this kind of feedback when payment has been posted on the 28th of February and you RECONNECTED MY SERVICES ON THE 28TH only to DISCONNECT ME AGAIN TODAY. I will not accept this AT ALL. PAYMENT HAS BEEN AND RAIN HAS RECEIVED THE FUNDS FOR FEBRUARY.
PM
Portia M's update03 Mar 2025, 15:00
Reviewer Update
I'm now resubmitting the same proof of payment from Capitec that I sent to *** as well as my latest STATEMENT again for your convenience. Take a look at the documents, and please allocate my payment accordingly to my account TODAY. RAIN has been PAID for February. My services where reconnected on the 28th of February only to be disconnect again today for God knows what. I'm FURIOUS at this point. This is utter ******* that I'm here having call your contact center and complain like mad on Hellopeter for you to render me services that i've paid for. You haven't even looked at the LATEST documents today and you are telling me about a STATEMENT that was submitted LAST WEEK? If this issue of billing is not resolved TODAY I will escalate this to your senior management for resolve. You CAN NOT continue to treat paying customers like this. RAIN is NOT the only internet provider in South Africa where we must now be treated like this when we are paying our monies.
PM
Portia M's update03 Mar 2025, 19:03
Reviewer Update
I don't believe you are looking at the proof of payment and statement that I submitted today at 15:03 which clearly reflects R1,130 payment made to Rain. The statement submitted today does not indicate an unprocessed payments. You are continuing to reference a statement submitted to you on the 26th of February where payment to Rain was indicated as unprocessed even through the bank had released the funds and Rain didn't bank the payment. I encourage you to please go through your emails, track the correspandance that I sent to *** as well as *** for your reference. The bank has released these funds and they are in your account. I'm beginning to now believe that this is deliberate on your part because my internet was reconnected on the 28th of February after the payment was received and now it has been disconnected again for whatever reason. Please fix this issue and refer to the correct statement submitted today at 15:03.

PM
Portia M's update03 Mar 2025, 20:09
Reviewer Update
Please ask someone from your billing to to contact me. They are clearly not looking at the statement I sent today. Again, there no unprocessed payments on the latest statement to Rain and I've submitted proof of payment to thus effect. I will not let this rest until this issue is resolved. My account has been paid.