Delivered incorrect Package and being debited for this package

Good day

Kindly be advised that I have a complaint against RAIN (wifi)

*AGENT PROVIDED INCORRECT DETAILS I ordered the rain wifi on the 31st of July 2023. Initially the agent I spoke to provided me with the incorrect information whereby all that is needed is my ID copies and proof of residence (I didn't have my ID document at the time)

However the 2nd week( 7th August 2023) the courier company then gave me a call to set up an appointment they then told me my original or my temporary ID document is needed. I had to then phone rain to clarify this mistake (Their line is not terrible, I struggled to get through to an agent day after day )

Anyway I then decided to get my temporary within a few days, (struggled once again to get an agent on the line) Finally got through about the end of the week and they then sent the courier company a request to deliver,

*RECEIVED THE INCORRECT PACKAGE The courier company then delivered on the 25th of August, I then only opened my package once I got home. I then realized that the objects in my package is incorrect I received three 5G Sim cards and the router.. Initially I was supposed to receive one 5G simcard and two 4G simcards. According to the agents my Sim cards are active, even though the sim cards that I have received is not the same as the simcards that is linked to my account.

I contacted rain the same night with my problem (struggled once again to get through) however this is where the main issue lies whereby I had to speak to different agents every single day doing a follow up and all they said was that they will escalate the query,

It is now the 1st of September and I am being debited for something that has not been used or that has been solved. Yet the agent said I cannot be debited for something that is not being used, but yet again my point is I'm being debited. Luckily I do not have money in my account as yet but I will get paid on my Monday the 4th August 2023 and it will automatically be taken from my account...

Now I am afraid of getting blacklisted for this huge mistake caused by rain. I no longer know what to do or how to solve this problem. The agents leaves you in the dark with no feedback nothing I as the customer must call in to get feedback from them.. I even spent R300s worth of airtime trying to get through to them..

Please assist with this query, my hands are completely tied and I'm being taken advantage of because of the patience I've had with this company

Katelynn Julius