***** ON RAIN ACCOUNT

On Wednesday 28 August 2019 my RAIN internet connection stopped working. For 2 days on chats with RAIN agents, where I get told I have to change my APN every time and try it different way's in different routers/phones, finally someone (Kevin) listened to me and understood that the APN was not my problem as the ICCID number on my account was incorrect/not matching my SIM. (Also the device showing on my dashboard is a device I do not own...) At this point we realized that someone has activated another clients SIM on my account and deactivated my SIM... (And now I was not happy at all, but at least we where at a point of going forward, or so I thought...) I was instructed that a new SIM will be ordered and sent to me, and all will be fixed. - This was on the Friday.

The next Monday, I checked in, via the chat option on RAIN website, where I was then told that I do not need a new SIM as my old SIM can just be re-activated. WOW, now we can get it done straight away!!! - Oh, no... It got escalated...

So, by the Thursday I checked in again, via chat, and was now again told that I will need a new SIM and can not use the old one... Now we are all the way back to where we where a week ago... In the mean time, whoever was linked to my account has now used my peak data (maxed at R200.00) adding this to my account... I have chatted to some other people and once phoned in also. But no-one can help me, even though ***** is being committed on my account via their side! I just get the same answer: "It has been escalated"

Finally, another week later on the next Monday (16/09/2019), my new SIM has been delivered to me, and I call to get the SIM activated. Just to be disappointed again, they do nothing on their end but "escalate" the SIM activation. This will be done in 24 - 48 hours. (And I can already see problems, regarding the current active SIM on my account that needs to be deactivated... I still do not understand why, after almost 3 weeks, someone else's SIM is still active on my account!!!)

In all this time, I was only ever contacted once, this also after telling them that no-one ever calls me back! A short while after my cal;, I was called back and told that they have escalated my new SIM order, which was told to me 5 min. before when I called in... No-one ever phoned again and no one ever told me what is happening with the R200.00 not used by me. And I still am not connected... The call-center can not help me and they can not give me a contact number for 2nd level support...

@ RAIN: When a customer asks that they be kept informed, don't phone them back and tell them what they know, tell them what is happening and make it happen! You have a great product, I have never had a single issue! But if these are the type of issue when there is issues, it is not going to work for most customers!

@ Consumers: When RAIN help-desk tell's you the matter has been escalated, it only means that they have forwarded your request to the 2nd level support team. The help-desk is only a call-center with very little to no experience regarding the technical side and no authority other than viewing your account and making "escalations".