Continuous service failure and lack of resolution. Ongoing internet issues

This message serves as a formal and final notice regarding Rain’s persistent failure to provide the RainOne service that I am contractually paying for. For over a month, I have contacted your support team multiple times per day, and despite replacing the router as instructed, my connection remains offline the majority of the time. Every interaction with support results in the same generic response: “your matter has been escalated”, with no follow-up, no resolution, and no improvement whatsoever.

This is a material breach of contract. Rain continues to bill me for a service it is legally obligated to supply, yet consistently fails to deliver. The cumulative effect has been severe inconvenience, interrupted connectivity, and direct financial loss. I have been forced to purchase MTN data out of pocket simply to remain operational, as Rain has not met its obligations.

I therefore demand a full refund for both October and November, during which I had little to no usable connection. Furthermore, Rain must address or compensate for the additional data costs I incurred as a direct result of your service failure.

In addition, it is unacceptable that Rain does not provide a formal complaints email address. This is itself a breach of basic consumer rights and a clear indication of how little Rain values customer service, accountability, or transparent dispute resolution. A company offering essential connectivity services must, at minimum, provide accessible channels for formal complaints.

Let me be clear: if this matter is not resolved immediately, I will be terminating my RainOne contract with immediate effect. I will not be serving a notice period, as doing so would require me to pay for yet another month of non-service. Under the Consumer Protection Act (CPA), no consumer is obligated to continue paying for a service provider who is demonstrably unable to fulfil its contractual duties.

Should Rain fail to act promptly, I will escalate this matter through the appropriate consumer protection and regulatory bodies without further notice.

I expect an urgent response outlining the resolution plan, confirmation of my refund, and a clear explanation of the steps Rain will take to rectify this ongoing breach.