Formal Complaint Regarding Unresolved Cancellation Request and Continued Billing

Dear Rain Customer Support, I am writing to formally lodge a complaint regarding the continued billing of my Rain Internet service despite multiple cancellation requests since 3 January 2025. On 3 January 2025, I sent an email instructing Rain to cancel my subscription as I no longer required the service. My contract is on a month-to-month basis, and therefore, cancellation should have been immediate. I received an email confirming that my request was logged under Reference Number: #***7, and I was informed that a support agent would contact me. Despite this, I have been billed every month since January. I escalated the matter to your billing specialist, Leila, and reiterated that I had sent a cancellation request. I have not used the device since February 2025, and the SIM card has been inactive. It is unacceptable that I am being charged for a service that has not been in use for almost 11 months. I have attached screenshots of:

My initial cancellation request and Rain’s acknowledgment. Multiple follow-up emails and WhatsApp chats confirming my attempts to cancel. Ticket numbers logged for cancellation: #***7, #***6, and others.

My concerns are as follows:

Why was my service not canceled after my initial request in January? Why have I been billed monthly for a device that has been unplugged and unused since February? Why has Rain failed to collect the device despite my repeated requests?

I demand the following resolution:

Immediate cancellation of my Rain Internet service. Collection of the device from my premises. Reversal of all charges from February 2025 onwards, as the service was not used. A written confirmation that my account is closed and no further charges will apply.

This situation has caused unnecessary frustration and financial inconvenience. I expect this matter to be resolved within 7 business days from the date of this email. Failure to do so will leave me with no choice but to escalate this complaint to the Consumer Protection Ombudsman.