Rain billing unfairly, ignoring payments, and misleading customers about subscriptions

I am extremely angry and frustrated with Rain and the way my account has been handled.

I have ongoing billing issues with Rain regarding their Promise to Pay. Rain keeps saying that I did not pay, yet I have made multiple payments and I have proof of every single one. Even worse, when I call their call centre, I am told that the only payments reflecting are small amounts, which is completely false.

On 1 December, I called Rain to query the Promise to Pay issue and because my data was switched off due to what they claim is an outstanding balance. During this call, I clearly asked them to keep the data switched off, because I would not be paying for December until the Promise to Pay issue was resolved. I also made it clear that I would only resume payments from January. At no point was I told that I would still be billed for December even if the data stayed off for the full month.

Now that I want to pay for January, Rain is suddenly insisting that I must first pay the December bill. This is completely unacceptable.

What makes this worse is Rain’s behaviour at the start of every month. They move very fast to switch the data back on on the first day of the month, just so they can bill you for that month based on minimal usage on that one day. But when customers raise billing disputes, Rain moves extremely slowly.

Every time I call about billing issues, I am told that the matter will be “escalated” and that someone will call me back within 24 hours. I have now been waiting for over a month for this so-called 24 hours. No one ever calls back.

I have been a Rain customer for over 6 years. In the past, when I called and explained that I did not use Rain’s data for a month, they would check the system and, once confirmed, the bill would be cleared. This no longer happens.

Now, if you cannot afford a certain month (for example November) and plan to start using the service again the following month, Rain still charges you for the month you never used. This feels unfair, misleading, and dishonest.

At this point, Rain’s service feels like a contract where you pay whether you use the service or not. They can switch off your data for the entire month and still expect full payment the next month.

Because of Rain’s poor communication and billing practices, I currently have no data and I am being forced to pay for services I did not use.

I am asking for: 1. All my Promise to Pay payments to be properly checked and allocated. 2. A clear explanation of why Rain claims I still owe Promise to Pay. 3. The December bill to be removed, as I requested the service to stay off and did not use it. 4. Honest and clear communication about how Rain’s subscription billing works.

I am extremely disappointed in Rain and hope this complaint finally gets the attention it deserves.