Rain Complaint

Good day

I write to you as I am at extreme frustration with your horrible service/

In September 2023 I received an endless number of offerings of the Rain SIM cards with SMS’s and minutes. I did eventually accept the offer and little did I know that would be the beginning of my nightmare !!

The sims were delivered in a big heavy box upon me realising it included a router as well , I immediately contacted RAIN to advise of the error with my “SIM card" acceptance!

The first consultant I ever spoke to about this issue advised me to not activate or plug this new router they will lodge a request for the Router to be picked back up and returned as I mentioned I DO have an existing 5G router with rain that I’ve had for over 3years without any hassle. She also assured me I would not be charged double as this new router is not activated and of course this is was false information! I called several times following up - when is this router going to be picked up and each time I would get “we are sorry for the inconvenience, the router will be picked up soon” On every single instance I need to explain the issue over and over again ! When I ask to speak to a manager I would be told “all managers are busy, they will call me back” but yet no one has ever returned my call regarding this issue nor has it been resolved since September! Half the time there is a language barrier with the person on the other line if I wasn’t mistaken I would swear this call centre is not even based in SA cause no one understands what’s going on - for the fact that I need to continuously explain myself shows your systems do not keep record of client history and Client service is not your priority!!

September- October- November- December - I was double charged for a router I have not used - CHECK THE DATA USAGE THE DELIVERY WAS NOT EVEN UNBOXED!! In December I decided that’s it I want to cancel the entire service as a whole because I’m not going to be paying double the amount for 1 service package indeed this was finally done.

When I got back home from vacation we came home to no internet and I was ready to cut my ties!

I started collecting reference numbers after each call as I noticed nothing was as being done about my complaint. Reference numbers as follows :

#***1 #***1 #***1 #***5 #***5 #***9 #***1 The last reference number after speaking to an ill mannered consultant I was lucky enough to be put through to a manager “Khensani” for the very first time who advised will investigate my complaint and get back to me with 24hrs and of course such never happened either!

Since cancellation of the service only then did I get appointment prompts from your courier for collection of the router- I was also assured refund of the double debits would be returned to me within the 7-1.0 days (refer to mail below) and yet this has not been received well over 10 days since I received the mail below.

During this time I made a STUPID decision to reconnect my services after I THOUGHT my issue was in process of resolution which has also been a nightmare:

I paid the prorata fee I was requested to pay for a new router ! Upon pick up the router I was asked to return the next day as they did not have stock! I could only return the following Monday - got my new router, it worked for one day then it was disconnected- when I called to find out why I was told because I’m in arrears HOW!!???

How can I be in arrears if 1. I was being debited an incorrect amount 2. The service was cancelled a month prior 3. The pro rata I was given DID NOT INCLUDE the so called arrears I’m suddenly owing and 4. My debits go off on the 20th of each month ! How do I collect the new router on the 15th then it’s disconnected on the 16th because all of sudden some *********** person decided I’m in arrears!

What kind of ***** business are you guys running now with rain ???? I’ve had RAIN as my home internet for YEARS! I have never experienced such horrible service until I accepted those SIM cards!!

I want my money refunded to me with immediate affect ! I called lady week too complaining of this as well as the poor network for my new router as it’s no longer the outdoor router and no one ONCE again has bothered to attend to this, yet I’ve received 3 calls from your courier company arranging to cond drop of ‘my new router’ which I have told them over and over again I have already collected myself !!

Can someone tell me B what in the world is going on with this company !!! I need this email to go all the way to the CEO of the company because -WHAT kind of business are you running here ???????

Nonhlantla Mavundla