Formal Complaint: False Advertising, Misrepresentation of Service, and Improper Billing by Rain

Formal Complaint: False Advertising, Misrepresentation of Service, and Improper Billing by Rain I wish to formally lodge a complaint against Rain for false advertising, misrepresentation of services, and ongoing improper billing. When I opened an account with Rain, their representatives conducted an address check and explicitly confirmed that my area qualified for their 5G service, with expected speeds of up to 60 Mbps. Based on these assurances, I proceeded to subscribe to their service. However, from the outset, the service delivered has never matched what was promised. The network performance has consistently been poor, and the advertised speeds have never been achieved. I have raised multiple complaints with Rain over the past year regarding the quality and reliability of the network, without any meaningful resolution. It has now come to my attention that my area does not, in fact, qualify for the 5G service that Rain claimed to provide at the time of sale. This confirms that the service was misrepresented to me from the beginning. Despite this, Rain has continued to bill me R695 per month, when I should have been charged R300 for the level of service actually available in my area. This incorrect billing has been ongoing for approximately one year, resulting in significant financial loss. Last week, I contacted Rain again and was assured that I would receive a follow-up call. No such call was made. In addition, I have attempted to resolve this issue through Rain’s chatbot support, which has been ineffective and continues to reflect an alleged outstanding balance of R695, despite the dispute and billing inaccuracies. I consider this matter to constitute false advertising, misrepresentation, and unfair billing practices. I am formally requesting: Full reimbur*****t of all amounts overcharged as a result of the incorrect R695 billing. A written explanation for why services were sold to me despite my area not qualifying. Correction of my account and removal of any incorrect outstanding balances. If this matter is not resolved promptly, I will escalate it to the relevant consumer protection bodies, including the National Consumer Commission (NCC) and ICASA, and pursue further legal remedies available to me. This complaint is submitted in good faith and reflects a year-long effort to resolve the issue directly with Rain, which has regrettably failed.