It never Rains ....

Around 3 weeks ago I app**** online for a Rain 5G package but had problems completing the payment due to technical issues.

The following morning I was contacted by a representative who facilitated the payment for me. So far so good.

I was told that their courier would deliver on the following Wednesday between 10 and 12 and that I needed to show my original ID and proof of address. As I am a tenant and not an owner I specifically asked whether my lease agreement would suffice as proof of address and was told that it would, provided it was signed by and showed the ID numbers of both parties which it obviously does.

On the Wednesday, a driver called me to say that he was lost and was at the taxi rank. After a number of phone calls he found the property. He was unpleasant and surly. I showed him my ID and lease agreement as requested. He asked me 'What is this?' with regards to the lease. I explained that I had confirmed with Rain that it would be acceptable, but after a telephone call to his office he informed me that it was not. He then departed.

Subsequently I received a number of calls from the head office of the courier company attempting to rearrange the delivery. I explained the situation and asked them to ensure that their driver would this time accept the lease agreement. Each time I was told that they would investigate what had happened and revert to me, as they were adamant that my lease agreement should have been accepted as proof of address.

After a few days of silence I contacted Rain's Customer Care department to find out what was going on. I was told that my application had been cancelled. When I asked why nobody had informed me I was told that it was the 'Billings Department' who had cancelled and that he did not know why I had not been contacted in this regard.

I then asked for my upfront payment to be refunded as I no longer had any interest in dealing with this company. The representative informed me that it had been credited to my Rain profile. I pointed out that I actually HAD no Rain profile and asked that it be credited to my bank account. He rep**** that this would take place within 2 to 48 hours, less R140 admin fee.

That was 4 days ago and I am still waiting.

The same 'Customer Care' agent asked me whether he could assist me any further and I rep**** that yes, he could offer an apology. He was completely mystified by this, saying that because it was the first time he had dealt with me he had nothing to apologise for. Attempts to explain to him that he was the intermediary between the company - Rain - and me - the customer - proved fruitless and I gave up.

Please guys, pay me back and apologise for your incredibly pathetic and *********** 'service'.