EXTREMELY ANGRY AND FRUSTRATED RAIN CLIENT

Good day, on the 1st of November 2022 I made a purchase of the BASIC 5G Wi-Fi router package for R1 as Rain was having a promotion and then there was a promotion saying that if I upgraded from the Basic 5g to any other package that I would pay R1 for three months. I then upgraded to the STANDARD 5g and soon enough I received another router for the STANDARD 5G Wi-Fi router which was confusing because they did not collect the BASIC 5g ROUTER.I then called the call center which took an extremely long time to answer, and I explained to them the situation, but they told me that I joined a new package deal and that I did not upgrade which I disputed, and I told this person that it was definitely not the case. In any event the promotion said that I would pay R1 for three months but when I called, they then denied that this is the case and that I will be charged the basic price but for the standard speed which is R529. I cancelled the BASIC 5G Wi-Fi router in November 2022, and they never collected the router. I sent them emails and each time they called me they would not respond when I answer and when I advised them when is an appropriate time to call me, they simply ignored me calling whenever was convenient for them. On the 24th of December 2022 my Wi-Fi was not operational at all up until today the 28th of December 2022, and each time I sent an email requesting advise when this will be resolved, they would say the following: Hi Lee-Anca

Thank you for contacting rain.

Please be advised your best serving towers are currently down and the matter has been escalated to our network engineers with no ETR, however the team is busy working on the issue.

We do apologize for the inconvenience caused.

Thank you for choosing rain.

Cheers

rain South Africa

Reference Number: *** but it has still not been resolved.

In addition, on the 24th of December 2022 I was billed R1169.47 which is unacceptable, and I should have been billed according to my knowledge R1 as per their promotion but according to their untruthful information if anything I should have been billed R529.

I then called the call center to find out what is happening, and he had no clue what he was doing and kept on telling me different excuses. The first excuse was that I was billed for both the BASIC WIFI 5G and STANDARD WIFI 5G- routers, and I explained to him that the basic was cancelled and he confirmed that it was cancelled in November 2022. The second excuse was that I was billed for both December 2022 and January 2023. Then I asked him when this arrangement was made and discussed with me as I am unaware and that I need my money refunded. The third excuse was that I was using the basic router 5 g Wi-Fi and I asked how did I use the router when it was off as well as when have I used the router? He said that his system shows that I used it which is a non-truth as I switched it off knowing they are supposed to collect the router. If a Wi-Fi router has been canceled numerous occasions and I requested for them to collect the router on numerous occasions as well, why was I still being charged for the router?

I am extremely unhappy and would like to be refunded the amount that is due to me.