Formal Complaint Regarding Rain's Network Issues and Poor Service

I am writing to lodge a complaint about the poor service I have experienced over the past two weeks. During this time, my network coverage has been so unreliable that I had to purchase additional data on my mobile device to enable me to work as I work from home. Despite contacting Rain, the only explanation I received was that the nearest tower is down and undergoing repairs. What I find unacceptable is the inconsistent information provided by your agents. One agent claimed the tower had been repaired, while another stated it still required repairs. This contradictory information suggests a lack of transparency and has left me feeling misled. To add to my frustration, I received a notification today stating that my account has an outstanding balance, and as a result, my network coverage was disconnected. This is baffling, as my debit orders go off on the 25th of every month without fail. The debit order for October 25th was processed successfully, and the next payment is scheduled for November 25th. When I attempted to contact customer support, I was repeatedly met with an automated response stating my account was in arrears and offering to send a payment link. As I was unable to resolve the issue this way, I had to use a friend’s phone to contact Rain’s sales department and request a transfer to customer support. After finally speaking with an agent, she dropped the call when I asked to speak to her team leader in order for me to escalate the issue and request a time frame within which my network coverage will be reconnected. This entire experience has been deeply frustrating and disappointing. As a paying customer, I expect reliable service and respectful treatment, not the runaround I have encountered. I intend to escalate this matter to the relevant ombudsman, as Rain’s service has been unacceptable.