Product doesn't work, ********ly taking my momey

Hello Rain,

Wow, I wish you were as fast in assisting your customers as you are with replying to negative reviews. Nice priorities!

I shall give you my email address so you can refund me asap and get me out of the red, where I am thanks to you. If that won't happen I will report back here.

Best,
Dr. Z

Rain said:

Thank you.

Please provide me with your detailed address for the collection of the router, once the device has been collected i will be able to process a refund


My *public* reply:
I have provided you with my address via email several times. I have also asked you four times when you will come to collect the router. You will absolutely give me a refund before collecting it, as I have given you many opportunities to come collect it and you have been ghosting me. Please see the email chain below:


Monday, 1 Aug:

Dear Rain,
Could you please advice me as to when you will pick up the device?
Many thanks,Nikki


01 Aug 2022

Hi Please provide us with the collection address so that we can fetch the device Regards
To respond to this ticket, simply reply to this email.

(Note that Rain already has my address here, again showing their incompetence).


Monday, 1 Aug:

They are actually in this email chain (you also delivered it there):
*address*
Could you please answer my question? Thanks.


Wednesday, 3 Aug:

Dear Rain,
Could you please let me know when you will come to collect your things?
Many thanks,Nikki


Thursday, 4 Aug:

Dear Rain,
Could you please let me know when you will come to collect your things?
Many thanks,Nikki


The only response I've had from Rain is that you took money out of my account on 15 August.

Please refund me now, or I will take further steps.

Rain said:

"We sincerely apologise for the inconvenience caused.

Please note that your router has been escalated for collection. Please expect communication in regards to the arrangement of its collection.

Once the device has been collected, please notify us so that we may process your refund."


So they are still saying refusing to give me a refund. Unfortunately this meansn I will be forced to take further steps through my bank or/and court.

Don't ever do business with this company, they are ******* and ******.

Rain:

"I have logged a collection with the logistic department, Collection address I found is ***.

We do understand your frustration. Please note that as stated in our Terms and Conditions, in order for us to process the refund, we need the device to be collected.

I'll check with the team if it's possible to get the refund to you faster."


I am not sure why you keep talking about a "refund". This is not a refund, since the money should not have been taken out of my account in the first place. This means it is theft. My device was never connected, which means I never had a subscription with you, and I don't owe you anything. Please reimburse the money you stole and collect your *******. I have given you numerous opportunities to do so, this is not my problem you have neglected to collect the device and it is not a condition for your so called "refund".

Rain "Good Morning Nikki

Please be advised that in order for you to subscribe to one of our services and upfront payment needs to be made, hence you have been debited."

Morning Rain. Taking money out of one's account weeks after cancellation is not an "upfront payment", and these are not the conditions I agreed to. I am not interested in discussing this further with you.

If I don't have my money back by the end of the week, I will take further steps.