Double billed

I am lodging a formal complaint against rain (Pty) Ltd regarding unauthorised double billing, failure to promptly reverse the incorrect charges, and inadequate customer support handling of the matter.

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2. Details of the Unauthorised Charges

On reviewing my bank statement, I noted that rain debited my account twice for what appears to be the same service within a short period: • 01 December 2025 – rain debit: R625.00 • 02 December 2025 – rain debit: R650.00

These deductions were made without my consent and amount to double billing. I did not authorise two separate payments for the same service period.

(Proof attached: Bank transaction history screenshot clearly showing both rain deductions.)

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3. Attempt to Resolve with rain

On 02 December 2025, I contacted rain via WhatsApp support to report the issue and request a refund. • I explained clearly that rain had deducted money twice. • I was transferred from a support agent (“Sam”) to a billing agent (“Leila”). • I provided: • Full name • Cell phone number • Email address linked to my rain account • The exact transaction dates (1st and 2nd December)

Despite fully complying with verification requests and signing into my rain account as instructed, the matter was not resolved immediately, and no refund confirmation was provided at that time.

(Proof attached: WhatsApp conversation screenshots showing my complaint, rain’s acknowledgement of double billing, and verification process.)

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4. Impact on Me as a Consumer • The unauthorised deductions caused financial strain, as funds were taken without justification. • Time and effort were wasted following up on an error that originated from rain’s billing system. • This conduct violates my rights as a consumer under the Consumer Protection Act (CPA), including: • The right to fair and responsible billing • The right not to be charged for services not agreed to

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5. Resolution Requested

I formally request the following: 1. Immediate refund of the incorrectly charged amount 2. Written confirmation explaining: • Why the double charge occurred • What steps rain has taken to prevent a recurrence 3. Assurance that my account will not be debited incorrectly in future

If this matter is not resolved promptly, I will escalate the complaint to ICASA, the National Consumer Commission

I’ve been calling them all December at the end they will say they’ve escalated my matter their specialised billing team will call me after they have conducted a further investigation