Pathetic Service

I have been trying to cancel my subscription since 13 Feb 2025 and have received numerous emails confirming delivery of my request . I received Delivery confirmation email received that Rain is attending to my requesting but then I received a call on the 5th March from collections advising there is an outstanding amount and I made an arrangement to pay over 12 months. Even with this arrangement, Rain continued to debit my account, accumulating fees. I tried calling the customer services line on Monday the 24th March, got through to the India customer care line where one of consultants advised of previous arrangements of 12 months and once again he advised I will receive an email confirming arrangements. Today on 27 March I spoke to Kimberley on collections and she wanted to make another arrangement, which was already done according to Rain's consultant in March.

I then explained this to her she advised she can only make an arrangement for 4 months and that our service has not been cancelled and cannot be cancelled till I pay outstanding amount . I was very very upset because 1stly no one advised me of this I assumed the services was cancelled and I only received a call from rain almost a month after my initial cancellation request When I asked Kimberley why no one and advised me and why I was only contacted almost a month after my request.

She advised me that they have a lot of clients and try to attend to all of them. I don't understand how TAT is almost a month and requested that Rain hold onto the initial arrangements made with the 2 previous consultant Kimberley said she cant I then requested to speak to a team leader, Matapelo who apparently is in meetings all day. I requested Manager and she said she cant transfer me to manager and she was also not allowed to provided me with the name and surname of the manager and team leader and was denied this information.

I then asked for the complaints department's email address and contact details for the Ombudsman and this was once again denied, instead wanting to give me a generic support email address for Rain.

I am appalled at the services I have received from Rain due to their incompetence I have incurred bank charges for a debit order for services I have requested cancellation for which no one bothered to contact me for almost a month then the incompetence of the staff there deny their clients with information requested to escalate the matter, and the pathetic customer service from Kimberley which kept on putting the call on mute and leaving me in dead silence.

Who will repay all the bank charges? Who will make the proper arrangement and who will deal with my complaint from the Ombudsman? I have logged this complaint with them as well.