1 reviews | Active since Oct 2022
Formal Complaint Regarding Billing and Service Issues
Dear Rain Network Customer Service Team,
I hope this message finds you well. I am writing to express my frustration and seek immediate resolution regarding the ongoing issues with my Rain Network service and billing.
As a subscription service provider, it is my understanding that Rain Network should only bill for services utilized. However, I have been billed inconsistently, regardless of my service usage. I currently owe Rain Network over R3000, yet despite numerous queries, I have not received a satisfactory explanation for these charges.
In June 2024, I requested an upgrade to Rain One. Despite being informed that the upgrade would be delivered, I was later told that I needed to clear my outstanding balance first. I comp****, yet the upgrade was never completed. My subsequent inquiries have been met with vague responses and further demands for payment, without any clarity on the outstanding balance.
Since March 2024, I have repeatedly requested a detailed statement of my account, only to be directed to the app for invoices, which do not provide the necessary clarity. Despite these efforts, I have not received any direct assistance or a callback from your billing department.
Due to the alleged outstanding balance, my services have been cut off, yet Rain Network continues to debit my account, with the most recent attempt being R1190. This has left me unable to cancel, upgrade, or even utilize the network services I am being billed for.
Furthermore, the customer service agents I have spoken to have been unable to provide clear information and have often been rude and unhelpful. This lack of professionalism and transparency is unacceptable.
I request immediate action on the following points:
1. A detailed statement explaining the charges on my account. 2. A resolution to the issue of unauthorized debits from my account. 3. Reinstatement of my service or cancellation without further penalty. 4. Clear communication from a knowledgeable representative who can address my concerns.
I trust that Rain Network will address these issues promptly and look forward to a swift resolution. Failure to resolve these matters may compel me to escalate this complaint to the relevant regulatory authorities.
Thank you for your attention to this urgent matter.
We're sorry your rain experience has not been as good as expected. Thank you for bringing this to our attention, we are currently investigating your query and we will be in touch to assist further.
Regards,
rain.
We're sorry your rain experience has not been as good as expected. Thank you for bringing this to our attention, we are currently investigating your query and we will be in touch to assist further.
Regards,
rain.
Dear Rain Customer Service Team,
I am compelled to follow up on a billing issue that remains unresolved, and I must express my increasing frustration and disappointment with how this matter has been handled.
When I first subscribed to Rain, the service was explicitly presented as a **pay-as-you-use model**, meaning I would only be billed for actual data usage. For the past four months, I have not used your service at all, and my invoices clearly reflect **zero usage** during this period. Yet, I have been billed an outrageous R3200 for a service I have not received, which directly contradicts the agreed-upon terms.
During my initial inquiry, I spoke to your consultant, Zamokuhle Mhlambi, who informed me that the R3200 charge was due to usage. However, when I requested clarification on the specific usage details, my invoice showed **zero usage.** The explanation then shifted to being charged for an "active status." When I asked what this "active status" entails, no clear or satisfactory explanation was provided.
This lack of transparency, clarity, and adherence to the original billing terms is unacceptable. It is deeply concerning to see Rain fail to honor the pay-as-you-use model that I agreed to upon signing up. Being charged arbitrarily, without clear justification, feels unfair and leaves me questioning the integrity of your billing practices.
I am demanding an immediate resolution to this issue, which includes:
1. **A detailed and transparent breakdown** of the R3200 charge, including proof of the services or status that supposedly justify this billing.
2. **The removal of these charges** from my account, given that no usage has occurred.
3. **Immediate cancellation of my Rain services**, as I no longer trust your company to provide fair and transparent billing practices.
This unresolved issue has caused unnecessary stress and wasted my valuable time. If no satisfactory resolution is provided promptly, I will be forced to escalate this matter further through additional channels.
I expect your urgent attention and feedback.
Regards
L
Dear Rain Customer Service Team,
I am compelled to follow up on a billing issue that remains unresolved, and I must express my increasing frustration and disappointment with how this matter has been handled.
When I first subscribed to Rain, the service was explicitly presented as a **pay-as-you-use model**, meaning I would only be billed for actual data usage. For the past four months, I have not used your service at all, and my invoices clearly reflect **zero usage** during this period. Yet, I have been billed an outrageous R3200 for a service I have not received, which directly contradicts the agreed-upon terms.
During my initial inquiry, I spoke to your consultant, Zamokuhle Mhlambi, who informed me that the R3200 charge was due to usage. However, when I requested clarification on the specific usage details, my invoice showed **zero usage.** The explanation then shifted to being charged for an "active status." When I asked what this "active status" entails, no clear or satisfactory explanation was provided.
This lack of transparency, clarity, and adherence to the original billing terms is unacceptable. It is deeply concerning to see Rain fail to honor the pay-as-you-use model that I agreed to upon signing up. Being charged arbitrarily, without clear justification, feels unfair and leaves me questioning the integrity of your billing practices.
I am demanding an immediate resolution to this issue, which includes:
1. **A detailed and transparent breakdown** of the R3200 charge, including proof of the services or status that supposedly justify this billing.
2. **The removal of these charges** from my account, given that no usage has occurred.
3. **Immediate cancellation of my Rain services**, as I no longer trust your company to provide fair and transparent billing practices.
This unresolved issue has caused unnecessary stress and wasted my valuable time. If no satisfactory resolution is provided promptly, I will be forced to escalate this matter further through additional channels.
I expect your urgent attention and feedback.
Regards
L
Thank you for bringing your billing complaint to our attention, we're sorry to hear this has been your experience.
We are looking into the issue, and we'll assist soon.
Regards,
rain.
Thank you for bringing your billing complaint to our attention, we're sorry to hear this has been your experience.
We are looking into the issue, and we'll assist soon.
Regards,
rain.
Firstly, I respectfully disagree with the assertion that I am liable for the outstanding balance. My understanding is that the charges in question are not reflective of my actual usage or any active engagement with the services. While I recognize the terms and conditions associated with the account, I believe there may have been a misalignment between my usage patterns and the billing structure app****. I kindly request a thorough review of the charges to ensure they accurately reflect my service usage.
Secondly, regarding the cancellation request, I understand the need to provide a full collection address to proceed with the cancellation. However, I would like to emphasize that I have taken steps to discontinue the services and believe that continued billing after my intention to cancel was made clear is not reasonable. I urge you to reconsider the application of charges post-cancellation request acknowledgment.
I would greatly appreciate your assistance in resolving this matter fairly and look forward to your response.
Firstly, I respectfully disagree with the assertion that I am liable for the outstanding balance. My understanding is that the charges in question are not reflective of my actual usage or any active engagement with the services. While I recognize the terms and conditions associated with the account, I believe there may have been a misalignment between my usage patterns and the billing structure app****. I kindly request a thorough review of the charges to ensure they accurately reflect my service usage.
Secondly, regarding the cancellation request, I understand the need to provide a full collection address to proceed with the cancellation. However, I would like to emphasize that I have taken steps to discontinue the services and believe that continued billing after my intention to cancel was made clear is not reasonable. I urge you to reconsider the application of charges post-cancellation request acknowledgment.
I would greatly appreciate your assistance in resolving this matter fairly and look forward to your response.