Poor customer service

I am extremely disappointed with the service I have received from Rain.

I had an existing account that I was paying for monthly when I received a call from a Rain sales representative informing me that Rain was changing devices. Before agreeing to the change, I specifically asked whether there would be any additional costs involved. The sales agent clearly confirmed that there would be no extra charges.

Based on that information, I agreed to the change. However, two days later, I received a message stating that I needed to pay R175, and my line was immediately disconnected. To restore my service, I paid the amount.

To my surprise, on 25 August, I was billed R999.99. I contacted Rain more than five times and spoke to several agents, yet no one could properly explain the charge. I was simply told that I had upgraded my account, which is completely incorrect. At no point did I request or authorize an upgrade.

I spent two days trying to resolve this issue and was left without a proper explanation while having to make alternative arrangements to stay connected. To make matters worse, three days later, I received another call advising that my account was still outstanding.

This has been an incredibly frustrating and stressful experience. The poor communication, incorrect billing, and lack of accountability are unacceptable. The only person who appeared to understand and address the issue properly was Mandisa, whom I spoke with today. I am still awaiting feedback from her regarding the resolution.

Unfortunately, this is not the first time I have experienced problems with Rain. This is now the third incident, and it has severely damaged my confidence in your service.