Formal Complaint: Ongoing Connectivity Issues, Lack of Support Engagement, and Unresolved Service Failures

Dear Rain Support Team,

I am extremely dissatisfied with the ongoing service interruptions and the complete lack of proper communication from Rain. Despite multiple support tickets, calls, and messages through every available channel, I have never received a single call back, resolution update, or confirmation that any of my issues were investigated or addressed.

All these tickets appear to be logged merely for record purposes, without any meaningful engagement or resolution. This reflects not only poor service delivery but also ********* business conduct, as customers are being billed for a service that consistently fails to meet the advertised standard.

Below are just some of the numerous tickets I have logged:

#***2 – the101 Help (10 October 2025)

#***0 – the101 Help (18 August 2025)

#***6 – the101 Help (5 August 2025)

#***6 – the101 Help (27 July 2025)

#***1 – askrain support (12 June 2025)

#***6 – askrain support (16 April 2025)

#***4 – askrain support (1 April 2025)

#***4 – askrain support (1 February 2025)

In addition to these logged cases, I have also contacted Rain through the website chat, the WhatsApp support channel, and by calling your customer care line multiple times — yet the service remains unstable, unreliable, and unresolved.

The fact that Rain does not have a dedicated customer care or complaints email address is extremely concerning and raises serious questions about transparency and accountability. It appears as though Rain deliberately avoids providing a traceable, written channel for customers to escalate issues — effectively preventing clients from maintaining a verifiable paper trail of complaints. Considering how many customers experience service interruptions and technical problems, this approach feels intentionally obstructive and contrary to fair business practices.

Your failure to provide a stable internet service and to follow up on customer complaints constitutes a breach of the Consumer Protection Act, 68 of 2008 (CPA), particularly:

Section 54(1) – which entitles consumers to receive services that are of a quality that persons are generally entitled to expect, performed in a timely manner, and which achieve the purpose for which they were purchased.

Section 55(2) – which provides that goods or services must be reasonably suitable for the purposes for which they are intended and free of defects.

Section 41(1) – which prohibits false, misleading, or deceptive representations about the nature, quality, or standard of a service.

By continuing to charge customers for substandard and unreliable connectivity, Rain is engaging in ********* and potentially ******** business practices that violate the above provisions.

As someone who works from home, I rely on a stable and strong internet connection to perform my professional duties. The continued lack of reliability and the absence of proper customer service have caused significant disruption, stress, and financial impact.

I therefore demand that this complaint be escalated immediately to a senior technical or management level for urgent investigation and a permanent resolution. Should Rain be unable to provide a dependable service that meets contractual and legal obligations, I request confirmation so that I may proceed with terminating my service and referring this matter to the Consumer Goods and Services Ombud (CGSO) and ICASA for further investigation.

Please acknowledge receipt of this complaint and confirm the next steps that will be taken to address this issue within 7 business days.

Kind regards,