Extremely bad customer service

Good day

Kindly assist me.

I do apologize for using this platform however there is no positive outcome when dealing with the consultant from rain.

On 25 November 2025, a consultant from rain called to say I am in arrears. I explained that I changed the debit order banking details on the app months ago and rain is still debiting a FNB account. The consultant said he could not change it and that I should pay manually. I went on the app while he was on the phone with me. I followed the prompts as per the payment process and it gave me an error message. I tried again and the same this happened. I explained to the consultant that the app is not working properly and he said he would call me back after 30 mins. When the call ended, I received a notification from the bank that the payment went off twice.

I called rain back, even used the rain bot, spoke to 4 other consultants who told me my refund would be sorted out, they opened tickets and provided me with ref numbers. Four weeks later and still no refund, no communication regarding a date and I explained that I have other commitments and that I need that refund. Since Monday, 8 December 2025 I have been messaging everyday asking for the refund and turn around time. I keep getting a response starting that the relevant department will email me. This is really frustrating and stressful. I just want my refund and I can’t imagine that could take almost a whole month for this.

I am looking for another service provider because I don’t think I can proceed with a company who people who are unable to be transparent or comeback to their clients.

I can email all messages and references to you as well. My Name is Bianca Nepaul