1 reviews | Active since Jan 2024
MISLEADING,POOR SUPPORT SERVICE AND NEGLIGENT BILLING
took out this service a few years ago with the main reason being aligned to the flexibility of the services Rain provided, i.e MONTH TO MONTH services. Which essentially meant that if I don't pay for the service my line gets disconnected/suspended/cancelled and when I am able to pay again I simply do so and get my line reactivated. This has been my relationship with Rain for all these years and was the concept I was sold and in agreement with.
As of August 2023, something changed. I am now sitting with an ACCUMULATIVE bill of +R 2000 because Rain has decided that they will keep the service active without receiving payment for consecutive months. Who consented to this and how does this make business sense???. In reference to the terms and conditions of Rain, Chapter 5: Provisions of Services, point 5.1 states: "Subject to the terms and conditions, rain will activate the SIM card/s and maintain availability of the Service/s until such time as you Cancel the Service/s, rain Suspends your Service/s or your Service/s are Cancelled if your account is not paid up to date". The notifications on the app also clearly state that in order to stay connected the account needs to be managed and payment needs to be made which clearly indicates that non payment = disconnection and NOT an indefinite open line at the networks "discretion".
As stipulated above, payment has not been made for consecutive months and whether or not the service was used is due to the negligence of the billing/network department that should have suspended or cancelled the account due to the account not being up to date. I will not be bul**** into taking or accepting accountability for the lack of action of the department responsible for actioning the suspensions/cancellations. In addition, if it is not already clear enough, there would not be a bill to pay if the responsible team did their job and followed the T/Cs drawn up by the network in relation to non-payment.
I have been on hold for almost 2 hours to speak to a manager at your contact centre and if this is anything to go by regarding the service delivery for tenured clients, I am not surprised that Rain has a 2.32 hello peter rating. I am willing to take this up further with whichever regulatory body responsible as I have read a few reviews and misleading, unprofessional service seems to be the common theme.
Kindly assist in providing the details of your legal escalations team as I would prefer this matter be resolved timeously.
We're really sorry your rain experience hasn't been as good as you expected.
We're going to get on this ASAP.
Thank you,
rain.
We're really sorry your rain experience hasn't been as good as you expected.
We're going to get on this ASAP.
Thank you,
rain.
Kindly answer the below:
1. WHY WAS THE ACCOUNT NOT SUSPENDED/CANCELED/DISCONNECTED UPON NOT RECIEVING PAYMENT FROM THE FIRST MONTH AS CLEARLY STIPULATE IN THE T/Cs?
2. WHY HAVE I NOT BEEN PROVIDED A COPY OF THE USAGE BILLS THAT EQUATE TO A FILL SUBSCRIPTION AMOUNT TO THE ABOVE?
3. WHY WAS I PLACED ON A 2 HOUR HOLD WHEN REQUESTING TO SPEAK TO A SUPERIOR?
4. WHO PROVIDED CONSENT OR DECIDED TO KEEPING A LINE ACTIVE AFTER NOT RECIEVING PAYMENT FOR MORE THAN ONE MONTH? ESPECIALLY IF THIS IS A MONTH TO MONTH PLAN, NO PAYMENT = NO SERVICE like any month to month service operates.
I will not be paying a bill for services i deliberately did not pay as i do not need connection every month or else i would have chosen a different provider. Your key selling point is the month to month flexibility and now you expect me to pay a accumulative bill for an account you did not suspend, Why?
Again it does not matter whether services were used or not, as it was meant to suspended a long time ago.
How do i take this matter up further?
Kindly answer the below:
1. WHY WAS THE ACCOUNT NOT SUSPENDED/CANCELED/DISCONNECTED UPON NOT RECIEVING PAYMENT FROM THE FIRST MONTH AS CLEARLY STIPULATE IN THE T/Cs?
2. WHY HAVE I NOT BEEN PROVIDED A COPY OF THE USAGE BILLS THAT EQUATE TO A FILL SUBSCRIPTION AMOUNT TO THE ABOVE?
3. WHY WAS I PLACED ON A 2 HOUR HOLD WHEN REQUESTING TO SPEAK TO A SUPERIOR?
4. WHO PROVIDED CONSENT OR DECIDED TO KEEPING A LINE ACTIVE AFTER NOT RECIEVING PAYMENT FOR MORE THAN ONE MONTH? ESPECIALLY IF THIS IS A MONTH TO MONTH PLAN, NO PAYMENT = NO SERVICE like any month to month service operates.
I will not be paying a bill for services i deliberately did not pay as i do not need connection every month or else i would have chosen a different provider. Your key selling point is the month to month flexibility and now you expect me to pay a accumulative bill for an account you did not suspend, Why?
Again it does not matter whether services were used or not, as it was meant to suspended a long time ago.
How do i take this matter up further?
1. I am glad you have acknowledged this point; however, conveniently leave out the fact that this statement is has 3 parts to it, 1.Rain will activate the SIM card/s and maintain availability of the Service/s until such time as you Cancel the Service/s , 2. Rain Suspends your Service/s, 3. or your Service/s are Cancelled if your account is not paid up to date. So again my question is, if my account has not been up to date why was it not suspended/cancelled or disconnected as it was equally the responsibility of the network to do so. Your argument purely lies on the customer needing to cancel, this will not stand. I can understand the "modification" of an account for one month, but three??? It is incredibly infuriating to be repeatedly asking this question. Especially since its a monthly service and if you aren't receiving a monthly fee how can you keep the line opened at full capacity? why was it not limited, restricted or suspended! As the network reserves certain rights, I am sure as a consumer so do I which i am currently investigating.
2. Firstly it awfully convenient that my invoices have now become available after pointing out that it was not from Monday 22/01/24 - refer to my emails. Secondly, Point 11.14. "rain reserves the right at any time to Suspend, limit, modify or Cancel your Service (or any part or content thereof) without notice due to non payment of subscription charges and other fees on your account(s)" so once again, WHY WAS THIS NOT DONE AFTER THE FIRST MONTH OF NON PAYMENT?!
3. Apology not accepted.
4. Who is the legal body that I will need to formally address my compliant with as i am finding no joy with the frontline staff. This has been a painfully disappointing experience.
Point of note, have any of you working for this network asked yourselves why you have a 2.33 Hello Peter rating and a dismal 1.5 Google review? Something isn't right here and I am determined to make a noise about it unless this bill is written off and the account cancelled. It is evident that i am not the only customer that is unhappy with the subjectivity this network has with its discretion in applying the T/Cs and i am sure i will not be the last.
1. I am glad you have acknowledged this point; however, conveniently leave out the fact that this statement is has 3 parts to it, 1.Rain will activate the SIM card/s and maintain availability of the Service/s until such time as you Cancel the Service/s , 2. Rain Suspends your Service/s, 3. or your Service/s are Cancelled if your account is not paid up to date. So again my question is, if my account has not been up to date why was it not suspended/cancelled or disconnected as it was equally the responsibility of the network to do so. Your argument purely lies on the customer needing to cancel, this will not stand. I can understand the "modification" of an account for one month, but three??? It is incredibly infuriating to be repeatedly asking this question. Especially since its a monthly service and if you aren't receiving a monthly fee how can you keep the line opened at full capacity? why was it not limited, restricted or suspended! As the network reserves certain rights, I am sure as a consumer so do I which i am currently investigating.
2. Firstly it awfully convenient that my invoices have now become available after pointing out that it was not from Monday 22/01/24 - refer to my emails. Secondly, Point 11.14. "rain reserves the right at any time to Suspend, limit, modify or Cancel your Service (or any part or content thereof) without notice due to non payment of subscription charges and other fees on your account(s)" so once again, WHY WAS THIS NOT DONE AFTER THE FIRST MONTH OF NON PAYMENT?!
3. Apology not accepted.
4. Who is the legal body that I will need to formally address my compliant with as i am finding no joy with the frontline staff. This has been a painfully disappointing experience.
Point of note, have any of you working for this network asked yourselves why you have a 2.33 Hello Peter rating and a dismal 1.5 Google review? Something isn't right here and I am determined to make a noise about it unless this bill is written off and the account cancelled. It is evident that i am not the only customer that is unhappy with the subjectivity this network has with its discretion in applying the T/Cs and i am sure i will not be the last.