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.