Ongoing Issues with Communication

I want to express my deep frustration and disappointment regarding the service my partner and I have received concerning our ****** Wi-Fi router.

Initially, we reported the theft and were informed that we would be responsible for a charge of R4000. However, during a call with customer service on October 5, 2024, we were assured that we would not need to pay this amount since we will still be using the Rain Wi-Fi service after requesting a new router/plan.

On October 7, we received a follow-up call where we were informed that the representative we spoke to on the 5th was a trainee and had incorrectly told us that we did not need to pay the R4000. We were told that, in fact, we do need to pay the amount after all.

While we have come to terms with this situation, we have since been left in the dark regarding how and when to make this payment. We have repeatedly reached out to customer service, only to be told that we would receive a callback, yet no one has followed up with us.

This lack of communication is incredibly frustrating, and we are left feeling neglected as customers. We would greatly appreciate prompt clarification on the payment process and a timeline for when we can expect to resolve this issue.