Lack of transparency and unfair billing practices

I am extremely frustrated with Rain’s lack of transparency and unclear communication regarding their billing practices. When I signed up, I was told the service operates on a month-to-month basis, and I understood this to mean that if I did not pay for a specific month, my line would be suspended, and no further charges would accumulate until I made payment to reactivate the service.

As a university student, I rely on this flexibility, especially when funding is tight. During the December recess, I did not use the service as I was not at university, and my line was suspended due to non-payment. However, I have now discovered that Rain has continued to bill me, resulting in charges piling up despite the fact that I was not using the service and had no active connection.

For over a month, I have been trying to contact Rain support to arrange the collection of the WiFi router and resolve this matter, but I have received no response. The support team is unreachable, and their lines don’t connect, and my queries have gone unanswered. This lack of accountability is unacceptable.

At no point was I informed that billing would continue even during periods of disconnection. If Rain requires customers to actively cancel or adjust their plan to avoid charges, this should have been made explicitly clear at the time of signing up. Instead, I feel misled by the advertised flexibility of the service and let down by the lack of customer support in resolving this matter.