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Willie S

1 reviews | Active since Jun 2020

20 Jan 2025, 06:46

No service from Rain

Dear Rain Support,

I am writing to express my deep frustration and dissatisfaction with the ongoing issues I have been experiencing with your service and the complete lack of resolution. My first complaint was raised in December 2024 (reference number ***), and although a technician attempted to resolve the issue, they were unable to do so. I was promised a call from a technician later that day, but that call never came.

Since then, I have made multiple follow-ups:

On 9 January (reference number ***4), I was once again assured that a technician would call me back, but no call was received. On 10 January (reference number ***4), I requested to speak with a manager. I was declined, but was again promised that my complaint would be escalated and that I would receive a call — this never happened. On 13 January (reference number ***), I followed up once more with the same request to speak to a manager, and once again, my request was declined, with the promise of escalation and a follow-up call that never materialized. On 14 January (reference number ***0), I asked again to speak to a manager, and was again declined. I was once more promised that my complaint would be escalated and that I would receive a call. As expected, no call came. To make matters worse, I received an email from your team (reference number ***2) stating that your network tower is experiencing technical difficulties and that technicians are working on it. I understand that technical issues can arise, but the repeated failure to communicate or provide any actionable updates, despite your assurances, is entirely unacceptable. The claim that “no alternative is available and we need to wait” is simply not sufficient, given the ongoing lack of service and poor communication.

Additionally, I must stress that my phone is with me 24/7, and if you are unable to reach me, it is yet another failure on your part to render service. The repeated claims that you’ve tried to contact me are increasingly concerning, as I have not missed any of your calls.

I am appalled by the level of service I have received. I have been patient, but my patience has now run out. I demand immediate escalation of this matter and expect a prompt and direct resolution. If this issue is not resolved without further delay, I will be forced to consider other options and escalate this complaint through other channels.

I look forward to hearing from someone with authority who can actually help resolve this situation.

Sincerely, A very dissatisfied customer.

0
Replies (6)
Rain
Rain's reply20 Jan 2025, 06:57
Official
Hi Willie S.

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.
WS
Willie S's update21 Jan 2025, 13:54
Reviewer Update
Subject: Still No Resolution - Ongoing Issues with My Rain Service (Reference No. ***8)Dear Rain Support,I am writing once again to express my growing frustration with the continued issues regarding my Rain service. Despite my repeated attempts to escalate and resolve this matter, I find myself in the same position with no improvement.As mentioned in my previous email, neither of my Rain numbers are working as promised, and I have been available 24/7, waiting for your call. Still, there has been no follow-up beyond the one email I received, and no one has contacted me.When I rep**** to your email, I even provided an alternative number (Cell C), and yet no attempt was made to contact me. I called your support team again, and once more, I was told the issue would be escalated with a new reference number (***8). Once again, I received no actionable follow-up.To make matters even worse, I was contacted by someone named "Bosman" via WhatsApp, claiming that he would lose his job if he didn’t fix my issue. I initially thought he was a legitimate representative of Rain because I was unable to receive calls. However, after he requested photos of my router and SIM card and mentioned that I needed new equipment at a cost of R4400, I grew suspicious. His request to pay through Spar seemed unprofessional, and upon contacting Rain support to report the matter, I learned that this may have been a ****.This entire experience has been nothing short of a disaster. I am receiving no service and no resolution. I have now lost all confidence in your support structure and will not continue to accept this level of service. If I do not hear from someone with actual authority to resolve this issue immediately, I will have no choice but to take further action.I am once again providing a direct way to reach me via WhatsApp. I doubt this will make a difference, given the lack of follow-through I’ve experienced, but I am still hopeful that someone will actually take responsibility and resolve this.I look forward to your urgent response and a clear, immediate solution.Sincerely,
[A Very Dissatisfied Customer]
WS
Willie S's update24 Jan 2025, 15:49
Reviewer Update
**Subject: Immediate Action Required - No Follow-Up, No Resolution (Reference No. ********)Dear Rain Support,I am writing to express my profound frustration and utter disbelief at the continued lack of follow-through regarding my ongoing issue with your service.On 22 January 2025, at 20h06 I received a call from your support team, during which you assured me that a solution would be found after discussing the matter with a supervisor. Specifically, I was told I would be receiving a refurbished router as a resolution, and I would hear back by 23 January. As of today, 24 January, I have received no further communication, no updates, and no resolution—despite your repeated promises.This is simply unacceptable. I have been incredibly patient throughout this entire process, but it is becoming increasingly clear that my concerns are not being taken seriously. The lack of communication, broken promises, and complete disregard for my time and frustration have left me with no confidence in your ability to resolve this issue.I expect immediate confirmation of the actions being taken to resolve this matter, including the delivery of the refurbished router you mentioned. If I do not hear from you within 24 hours with a clear, actionable plan, I will have no choice but to escalate this issue through the proper consumer protection channels, and I will be forced to reconsider my options for service providers.Please take this as a final opportunity to resolve this issue. Your continued lack of response is unacceptable, and I will not tolerate further delays.
WS
Willie S's update24 Jan 2025, 15:49
Reviewer Update
**Subject: Immediate Action Required - No Follow-Up, No Resolution (Reference No. ********)Dear Rain Support,I am writing to express my profound frustration and utter disbelief at the continued lack of follow-through regarding my ongoing issue with your service.On 22 January 2025, I received a call from your support team, during which you assured me that a solution would be found after discussing the matter with a supervisor. Specifically, I was told I would be receiving a refurbished router as a resolution, and I would hear back by 23 January. As of today, 24 January, I have received no further communication, no updates, and no resolution—despite your repeated promises.This is simply unacceptable. I have been incredibly patient throughout this entire process, but it is becoming increasingly clear that my concerns are not being taken seriously. The lack of communication, broken promises, and complete disregard for my time and frustration have left me with no confidence in your ability to resolve this issue.I expect immediate confirmation of the actions being taken to resolve this matter, including the delivery of the refurbished router you mentioned. If I do not hear from you within 24 hours with a clear, actionable plan, I will have no choice but to escalate this issue through the proper consumer protection channels, and I will be forced to reconsider my options for service providers.Please take this as a final opportunity to resolve this issue. Your continued lack of response is unacceptable, and I will not tolerate further delays.
WS
Willie S's update29 Jan 2025, 07:47
Reviewer Update
**Subject: Rain's Ongoing Failures - A Month-Long Nightmare of Unresolved Service Issues (Reference No. ******)I want to share my ongoing, frustrating experience with Rain's customer service, which has been marked by severe delays, broken promises, and a complete lack of resolution.Timeline of Events:
  1. December 2024:
    My first complaint was raised after I experienced issues with my Rain service. A technician was sent, but the issue was not resolved, and I was promised a follow-up call later that day, which never came.
  2. 9 January 2025 (Reference No. **********4):
    I followed up and was assured that a technician would call me back to resolve the issue. Again, no call came.
  3. 10 January 2025 (Reference No. **********4):
    I requested to speak with a manager. My request was denied, but I was promised my complaint would be escalated and that I would receive a call. This never happened.
  4. 13 January 2025 (Reference No. **********):
    I followed up yet again, requesting to speak to a manager. Once more, my request was declined, but I was told the issue would be escalated. No follow-up was received.
  5. 14 January 2025 (Reference No. **********0):
    I asked again to speak with a manager. My request was declined, and once more, I was promised escalation and a follow-up call. As expected, no call was received.
  6. 14 January 2025 (Reference No. **********2):
    I received an email informing me that the network tower was experiencing technical difficulties, and technicians were working on it. While I understand technical issues can arise, the lack of any actionable updates or communication beyond vague promises was unacceptable.
  7. Additional Follow-Ups:
    Despite providing an alternative number for contact (Cell C), I continued to receive no follow-up from Rain's support team. I called them again, and a new reference number (**********8) was issued, but again, no actionable follow-up was provided.
  8. 23 January 2025:
    I was told I would receive a refurbished router as a solution and would be contacted by 23 January. No contact or updates were provided by 24 January.
  9. 24 January 2025:
    I received a call from someone claiming to be a legitimate representative from Rain via WhatsApp. This person, “Bosman,” insisted that if the issue wasn’t resolved, he would lose his job. He requested sensitive information (photos of my router and SIM card) and mentioned the need for new equipment at a cost of R4400. He suggested payment through Spar, which raised serious concerns about the legitimacy of the interaction. Upon further inquiry, it was revealed this may have been a ****.
  10. 24 January 2025 (Rain's Official Response):
    I finally received a response from Rain, acknowledging my request for a refurbished router and confirming that it was being processed. However, they stated that delivery times could take up to 5 working days. This is after over a month of repeated failures and broken promises.

Key Issues with Rain’s Service:
  • Lack of Follow-Up: Despite multiple attempts to resolve the issue, there has been no follow-through, no actionable updates, and no resolutions. I have been promised multiple times that a technician would call me back or that my complaint would be escalated, yet none of these promises were fulfilled.
  • Unprofessionalism and ****s: I was contacted by a person claiming to be from Rain who requested personal details and offered a solution involving unprofessional payment methods. This was concerning, especially given that it may have been a ****. When I reached out to Rain's support, they failed to address this properly.
  • Complete Disregard for Customers: After over a month of issues, broken promises, and no real solutions, I have lost all confidence in Rain's ability to provide a functional service or adequately address customer concerns.

What I Expect from Rain:
  • Immediate Resolution: I demand that my issue is resolved without further delay. I expect the promised refurbished router to be delivered within the next 24 hours as previously stated, with clear, actionable updates along the way.
  • Accountability: I expect a direct response from someone with the authority to resolve this matter. No more broken promises or delays.
  • Full Explanation: Rain needs to provide an explanation for the unprofessional handling of my case, including the potential **** that I was subjected to.

I am sharing this experience publicly because no customer should have to endure such poor service and lack of communication. Rain’s negligence has caused an unnecessary and incredibly frustrating ordeal, and I will not stand by while others face similar treatment. I urge you to think carefully before considering Rain as a service provider—unless, of course, you enjoy being ignored and ****med.
Rain
Rain's reply29 Jan 2025, 11:13
Official
Hi Willie S

Thank you for bringing your complaint to our attention,

We're sorry your rain experience hasn't been as good as expected.

We will be in touch to further assist.

Regards,
rain.