NON-RESPONSIVE TO CUSTOMER

I am writing to complain about the poor service delivery of Rain I have received the past two weeks. I have contacted Rain over the past two weeks to advise them that my network is down and with the assistance of the agents we have troubleshoot the device and restarted it on several occasions without success. Each time I call in a get a reference call and I am advised the matter has been escalated and to pick a few tickets to reference ***3, ***4,***9,***6 to name a few. This late delivery resulted in me receiving a warning late last year from my employer for not responding to client calls and emails because of bad network failure for a period of two weeks. Again, this has happened and I’m in the dark when I will get assistance. The person I spoke to, apologised, promised that a technical will be in contact with me, a tune I have been listening to for the past two weeks. No, holds accountability, all that is stated is that I will be contacted and till to date no call has been received. Unfortunately, the service I received over the phone by the agents was excellent, but the late delivery of service limits my trust in the company again. Leading me to maybe consider the option of the other network providers, especially with the fibre being rolled out. I have stuck with rain and have not let others filter my opinion personally about their bad personal experiences, as I have always advised people that I don’t see the need to change a working mechanism. However, when the mechanism fails to respond to resolve complaint and enquiry, the becomes an issue especially for a big company like rain to act like a start-up company without sufficient resources to resolve simple matters. That is unacceptable. I would appreciate a response to how you intend to handle this issue by Wednesday, September 26, 2023, or I will look into contacting consumer agencies. Though it won't help the time lost, Secondly, how you plan to update my account credit.

looking forward to hearing from you soon.