INCORRECTLY BILLED then....IGNORED

RAIN - The worst Billing Customer Service I have EVER experienced....

We have been with Rain for a few years now.

October 2024 we received a offer to upgrade our service at our Guest House to the new Rain 101.

We accepted the offer and when the device arrived, we contacted RAIN to have the device activated. While on the phone with the RAIN agent we confirmed that the older device will be cancelled. We were assured that this would be done.

When we had our yearly review for the Guest house at end of August we noticed that the internet cost deducted for the guest house for that year was DOUBLE. We contacted your RAIN "Service Centre" and they confirmed that the account was double charged and then cancelled the secondary device that was inactive for the year and arranged for the device to be collected.

Once the device was collected we waited another month and contacted your "Customer Service" department and they forwarded the complaint and refund request. We were then emailed without being contacted that the refund will not be processed as we did not request the device to be cancelled.

THIS IS INCORRECT

We then proceeded to request for the recorded phone calls to be sent to us as proof that we did request the cancellation. It has now been over 2 months with no feedback from ANY department head or Rain "Customer Service Agent"

Maybe the reason the recorded calls have NOT been sent is because it is PROOF of our request and your agents negligence to have the old account cancelled.

We are requesting the formal complaints department details as we are left with no other alternative than to take this matter to Small Claims Court to be handled.

We are very happy with the actual internet service provided, HOWEVER..... the "Customer Service" or lack there off is shocking.

DO NOT EVEN ATTEMPT TO GET ANY CUSTOMER SERVICE FROM THE WHATSAPP SETUP !!!!

The Wifi so called assistant is useless, as I have requested so many call backs and then told to email which I have done. I have 13 reference numbers given over the last 2 months with not a single call back.

We look forward to feedback from RAIN regarding the 12 months of incorrect double charges to our account and the request for our recorded calls.