Not a happy customer

We have been battling to get into contact with someone from Rain.My husband has been sending emails and emails and we have only heard from them once via phonecall.At first we had no problems then loadshedding came and the rooter does not want to work anymore.We emailed them to send another one but no communication from them just saying someone will be in contact with you.But they deducted the monthly payment from our account and we can't even use it.Not impressed.