Horrible Customer Service Experience.

Good day,

I have been having a very unpleasant experience with Rain, I think the worst thing I did was upgrading from the R250 package to the R500 package as my experience from there on has been very unpleasant.

I purchased a Rain Router in May 2022, the parcel was delivered Mid June, which was already more than half days into the month but I was okay with that and paid my monthly subscription. I contacted the call centre to cancel my first package which was R250 because I had the new router. This took months to be done, I called several times and barely got assistance. On the 25th of August, I was billed R750 which I had to decline because I had asked for the other Sim card to be cancelled. I spoke to a consultant who said the cancellation was not done and she would cancel and I was assured that the R250 package would be cancelled and I would be billed R500 going forward. I then processed the payment of R750 on the 01st of September 2022. To my surprise on the 25th of September 2022 Rain attempted to bill be R750 again, I called to query this and the consultant advised me that its for a missed payment in JULY😳 I was shocked and asked to be sent statements or invoices but I didn't receive any. I called 3 or 4 times to ask for the invoices but I have not received anything to this day. On the 27th of September 2022, I sent my bank statement to Rain Support and Rain Complaints site to show all my transactions and there was no transaction that failed in July and I am still waiting for a response.

I am not looking to speak to a consultant now, I need a team leader or management to contact me and either assist in solving this problem or arranging for the Router to be collected as there IS NO WAY I AM PAYING AN ADDITIONAL R250 from July but is only being picked up in September 2022.