False adverti*****t and bad service

I am writing to express my dissatisfaction with the service I have received from Rain regarding my WiFi router subscription. When I initially subscribed, I was under the impression that the service was on a month-to-month basis. Specifically, I understood that if I did not make a payment, my data service would be stopped. However, this has not been the case.

Every month, my data is stopped, and then reactivated three days later. Two months ago, I spoke with an agent and requested that my WiFi service be stopped if I did not make a payment. The agent informed me that despite my account showing unpaid, the service was still being used. I explained that my children at home may have checked if the service was active, but I reiterated that on your end, it should show as unpaid and therefore should not be providing data.

On May 25, 2024, an amount of R3200 was debited from my account. When I called and spoke with Refiloe, I was informed that a refund could not be processed because the data had been used. I explained that I never agreed to a grace period, but she mentioned that Rain provides a four-month grace period to customers who are unable to pay.

I find this practice misleading and not in line with my understanding of the agreement. I request that the amount of R3200 be refunded to my account immediately. Additionally, I would like my Rain service to be canceled, as I believe this constitutes false advertising.

Thank you for your prompt attention to this matter. I look forward to your resolution.

Best regards,