Disgusted with service

Outstanding because nobody collected the device and nobody did anything about my complaints. Why should I be held liable for it when the service provider doesn't do their job. I was charged for 4G, which you wouldn't reimburse either. I requested and upgrade and they didn't upgrade but created a 2nd 5G account. I have sent all the information and I am tired of explaining myself without results

And on the 4G, there was no use whatsoever, but I had to pay for 3 months after upgrade to 5G. You refused to pay back my money. So what exactly do you understand. I am held liable for 4G after upgrading to 5G even though I didn't use it. RAIN made a mistake in not upgrading from 4G to 5G and created a new account for 5G.
I cancelled 5G, you didn't collect the device and it remained plugged in. Your poor service, neglect and my time wasted to force RAIN to take notice, but its June and still not resolved...You neglected to collect the device and I am still liable for the 5G that I used.

How can you refuse to reimburse me for your mistake in not upgrading?
And in the same breath charge me for 5G, which I cancelled?

What is good for me is good for you....

History:

1. Subscribed to RAIN 4G 11 May 2020

2. Billing was on my profile: Claudia Arendse with email address newlifeconfirmed

3. Please note that I went on this profile a few times and could see the 4G billing, even after I paid the R500 initial installment for the 5G upgrade.

4. 21 November 2021, I sent a msg from My Rain profile and requested an upgrade.

5. Agent called me back. I explained that I have 4G and would like to upgrade. I also specifically asked about the billing and when would be the best time to upgrade. Agent assured me immediately that the fee of R479 would not be deducted from my account at the end of the month. (November 2021)

6. Email sent for payment to be made on the same day and payment was made on the 21st November 2021.

PEACH PAYMENTS ORDER # ***

Delivered 5G 24 November 2021. We immediately switched over.

7. End November the R479 got deducted and I incorrectly sent an email to a mailbox that was only outgoing.

8. At this point everything is still showing 4G on my profile.

9. I contacted customer care via telephone on 1 February as I was notified of another deduction and I realised that I'm now paying for both packages. Agent asks for proof, which I provided. She tells me that the deductions don't show and I should contact them with the Feb bank statement. By this point I am angry and very agitated as everything is pointing in the direction of people doing as little as possible to resolve matters.

10. 7 February I ask for feedback. Agent tells me that the billing department is still investigating.

11. 9 February over the telephone I am told that another individual has an account for 4G and that my bank details are used for this subscription. I have asked for a manager to contact me and to no avail.

The agent gave me my husband's email address to which the 4G profile has now been transferred.

12. I request that 5G be cancelled and a supervisor calls me to take my details. Again, I go through all the details and frustrations. Nobody at any point comes up with a solution. Again I am told that the cancellation department will contact me between 2-24hours.

13. My complaint: I asked for an upgrade. I have one profile and it has the 4G details on it. At some point after the upgrade, all the details get transfered to my husband (who in an attempt to get the wifi working must have created a profile, but never got a 2nd sim card and no double deduction were made). Yet, after the upgrade I have no record on MY RAIN profile other than the 5G.

14. Since nobody from billing, cancellations or any manager contacted me I asked my husband to call and cancel 4G, because I don't want another deduction to be made for something that we haven't used since November.

15. On this phone call he is advised that we will pay for another month and that we went about the upgrade wrong.

Did you read the history I sent? They changed it from my name to my husband after the 5G was activated

Rain Account: (4G) ***8, (4G) ***6, (5G) ***9

Requested refund for 4G as I requested an upgrade on 21Nov22