Poor Customer service

Subject: Urgent Complaint: Incorrect Billing, Missing SIM Card & Poor Service Dear Rain Customer Service, I am writing to lodge a formal complaint regarding my account and the ongoing issues I have experienced with your service. 1. Incorrect Billing / Package Price The package I originally chose was approximately R400 and some change. However, I am currently being charged around R625 for my home router and SIM card. I do not understand this increase and have not agreed to such a high amount. I request a full explanation of: • What package I am currently on • Why the amount is R625 instead of the ~R400 package I selected • A full itemised statement for the past 12 months 2. SIM Card Never Received After Being ****** I was kidnapped last year and my SIM card was taken during this incident. I reported this to Rain and requested a replacement SIM card. Despite this, we are now in February of the following year and I still have not received a new SIM card. • I have been paying every month for a service I cannot use. • I request an immediate investigation into what happened with my SIM replacement request. • I also request a refund or credit for all months in which I was billed but could not use the service due to not having a SIM card. 3. Network / Router Issues and Faulty Route My colleague has also experienced problems where Rain apparently set up a faulty route that did not pick up the signal correctly, and despite complaining, nothing was resolved. This reflects extremely poorly on Rain’s technical support and customer service. It seems many other customers online are also unhappy and feel ignored. 4. Poor Customer Service & Harassing Payment Calls Despite all these issues, your team continues to call and insist on payment, yet my main problems (missing SIM, incorrect billing, network issues) are not being addressed. This makes me feel that Rain does not respect or prioritise its customers. I chose Rain even though there are many cheaper service providers available, but this experience has been extremely disappointing. I request the following actions within 7 working days: 1. A written explanation of my current package and why I am paying R625 instead of the ~R400 package I chose. 2. Immediate resolution of the SIM card issue (replacement SIM card activated and delivered, or cancellation of the line without penalty if you cannot resolve this). 3. A refund or account credit for all months where I paid for a service I could not use. 4. Confirmation of any corrections made to my account and billing going forward. If this matter is not resolved promptly and fairly, I will have no choice but to escalate my complaint to the relevant consumer protection bodies and consider moving to another service provider. Please respond to this email in writing so I have a clear record of your response. Kind regards, Langelihle Alex Khanyile