Dispute of Charges and Failure to Collect Cancelled Router

I received the router on 19 January 2026 and cancelled the service on 22 January 2026, which is within the cooling-off period as provided for under the Consumer Protection Act.

At the time of cancellation, I was informed that the router would be collected within 7 days. However, to date, no collection has taken place despite my compliance and availability.

Since January, Rain has continued attempting to debit my account and has contacted me repeatedly regarding payment for a service and device I cancelled within the legally allowed period and did not use.

Please note the following:

I do not accept any charges related to this account. I have made the router available for collection since January. The failure to collect the router is not my responsibility.

I request that you:

Immediately cease all billing and debit attempts. Arrange collection of the router within 7 days of this email. Confirm in writing that my account has been closed with a zero balance.

If this matter is not resolved within 7 days, I will escalate it to the National Consumer Commission and ICASA without further notice.

I expect your urgent attention to this matter. Please call me ASAP

Sinabo Biyana