Ongoing Network Issue Since November + Request for Billing Adjustment

Hello Rain Support Team, I am raising a formal complaint regarding the extremely poor internet service I have experienced since November 2025. Despite reporting the issue numerous times via WhatsApp, I continue receiving the same feedback: “Primary site has critical alarms.” Several months later, the problem remains unresolved. It is unreasonable to expect me to pay full price for a service that has been unreliable and, at times, unusable. I have repeatedly requested a fair billing discount or adjustment, but each time I only receive the same message: “Your matter has been escalated.” No one provides feedback, a resolution plan, or confirmation of any billing adjustment. I am therefore requesting the following:

A full billing discount or refund for the affected period (November 2025 to present). A clear explanation of the network fault and an estimated timeline for resolution. Immediate escalation to a senior supervisor or manager. A case reference number so I can track progress.

As a loyal customer, I expect fair treatment and proper service delivery. The ongoing lack of resolution and poor support is unacceptable. I request urgent attention to this matter. Regards, Lebohang Mahlangu