Paid Service Disconnected Due to Rain Billing Error – No Response from Support

Item: Rain
Rating: 1
Author: Barry S

I paid R820 on 24 December for my Rain internet service using their official payment link. Despite this, my service was disconnected on 2 January.

After receiving a WhatsApp reminder on 1 January, I submitted proof of payment as instructed. I received no acknowledgement, no ticket number, and no response. Calls to support went unanswered.

I was later told my payment was incorrectly allocated to a Promise-to-Pay instead of my subscription which is an internal error.

My family has been without internet for 3 days for a service paid for 10 days ago.

Urgent restoration, written confirmation, and compensation are required, failing which I will escalate to ICASA and the NCC.

Helpful (0)

Replies (2)

Rain's replyOfficial

04 Jan 2026, 19:47

Hi Barry,

Thank you for bringing your query to our attention,

We will be in touch to further assist.

Regards,
rain.

Rain's reply04 Jan 2026, 19:47

Official

Hi Barry,

Thank you for bringing your query to our attention,

We will be in touch to further assist.

Regards,
rain.

Barry S's updateReviewer Update

04 Jan 2026, 20:18

Thank you. The service appears to be restored. Please confirm in writing that the R820 payment has been accurately allocated to my subscription account, explain why it was misallocated to a Promise-To-Pay, and advise what compensation or credit service will be app**** for the three days of downtime caused by this billing error. This matter should not be marked as resolved until these points are addressed.

Barry S's update04 Jan 2026, 20:18

Reviewer Update