Misleading information to sell me your product

I am extremely dissatisfied with the way this matter has been handled and I am demanding that it be resolved immediately.

I was contacted by a Rain agent on 21 August 2026 and offered the Rain Loop phone. I did not accept the offer at that time. I subsequently requested a call on 24 August 2026, and during that call I was again clearly told that I would NOT be charged any pro-rata amount and that I would NOT be required to make any payment before my normal debit-order date of 25 September 2026.

I re**** on what your agent told me.

I have now had my services paused, and I am being told that I owe Rain for the Loop phone.

I completely dispute this amount.

Your agents gave me clear information regarding when I would be charged. I know you have recorded calls with your agents, I expect those calls to be reviewed immediately. I expect Rain to establish exactly what I was told before making any decision regarding my account.

What I find particularly unacceptable is that I attempted to resolve this directly with Rain and was denied access to a supervisor because I was told they were "in a meeting" and that someone would call me back.

That is not an acceptable way to handle a billing dispute.

I am therefore demanding the following:

1. RESTORE MY SERVICES IMMEDIATELY.

My account is subject to a genuine billing dispute. I should not be penalised by having my services suspended over an amount that I am actively disputing.

2. REMOVE/HOLD THE DISPUTED LOOP PHONE CHARGE.

I want the charge investigated and placed on hold until the matter is resolved.

3. REVIEW THE CALL RECORDINGS FROM 21 AND 24 AUGUST 2026.

I want Rain to establish exactly what your agents told me regarding the Loop phone, pro-rata charges and the payment date.

4. HONOUR WHAT YOUR AGENT PROMISED ME.

I was told that I would not pay anything before 25 September 2026 and that there would be no pro-rata charge. I expect Rain to honour that representation.

5. HAVE A SUPERVISOR/MANAGER DEAL WITH THIS MATTER.

I am not asking to be told that a supervisor is "in a meeting." I am requesting escalation of a formal billing dispute and I expect a supervisor or appropriate manager to take ownership of this complaint and contact me.

The Consumer Protection Act provides consumers with protection against misleading or deceptive representations and unfair business practices. The circumstances surrounding the representations made to me and the subsequent billing action need to be investigated accordingly.

This is also a telecommunications service dispute, and I reserve my right to escalate the matter to ICASA and the National Consumer Commission if Rain refuses to resolve it.

I am not interested in going back and forth with customer-service agents over an issue that can be resolved by simply reviewing your call recordings and correcting the account.

RESTORE MY SERVICES. INVESTIGATE THE DISPUTED CHARGE. HONOUR THE PAYMENT DATE I WAS GIVEN. AND HAVE A SUPERVISOR CONTACT ME.

If Rain is unwilling to do this, then provide me with the necessary information to escalate the matter externally and I will pursue the complaint through the appropriate regulatory channels.

I expect this matter to be resolved immediately, not simply acknowledged.