Ongoing Billing Issues and Poor Customer Service

I am writing to express my deep dissatisfaction with both the service and billing process for my Rain account.

When I signed up for the service, I paid upfront and received a router. At no stage was it explained to me that the service operates on a postpaid basis. I was led to believe it was a simple month-to-month service, with no hidden billing terms or long-term obligations.

In April, I communicated that I would not be able to make payment, and my service was understandably disconnected. However, when I returned at the end of May and made a payment, I was told that I still owed an outstanding balance — something I was never informed of beforehand.

Now I’m being told I owe for both April and May. This is incredibly frustrating and confusing, especially given the impression I was given about the nature of the service. The lack of transparency regarding your billing practices is unacceptable.

To make matters worse, your customer service has been extremely unhelpful. When I asked for clarity, your agents were unable to answer my questions and eventually hung up on me. It is unacceptable to treat paying customers in this manner. When there are service outages, there is no communication, and when we try to contact support, the waiting time is unreasonably long.