Internet cut of even though I paid

Good day,

I am writing to formally raise a complaint regarding my Rain account and the unexpected disconnection of my internet service.

I made my payment on 26 January,because I no longer receive my salary on the 25th of every month, I logged into the Rain app to change my debit order date to 1 March 2026 instead of 25 February 2026, purely to avoid any future debit orders bouncing.

Immediately after making this change, my internet service was cut off and I was informed that I now “owe” Rain. I contacted your the call centre and explained that the only reason for changing the payment date was due to my salary date changing. However, I was repeatedly told that I must make another payment before any assistance can be provided.

At no point was I informed or warned that changing the debit order date would result in my service being suspended or that I would be required to pay again, despite already having made payment. Had I been aware of this, I would never have made the change. I have also changed my payment date online in the past without experiencing any issues.

I am extremely frustrated, as my internet has now been disconnected and I am unable to work, which directly affects my income. All I was trying to do was act responsibly and prevent any failed debit orders.

I ask that management please review this matter and place themselves in my position as a paying customer, and understand why I made this change. I respectfully request that my account be reviewed urgently and that my internet service be restored, as I do not believe this situation is fair or justified.

I look forward to your urgent response.