Rain customer service is at the bottom of the barrel

Never have I ever had such a terrible customer experience with a telecommunications service provider.

I lost my 4G router in November, only used it for 4 days, but was charged for a whole month. Called in to get a replacement sim but was not assisted and up to this day I haven’t been assisted with a replacement sim But when December came through, I was charged for a full month again, I called in and spoke to a few reps and all of them agreed that it’s not fair to charge the month of December and that they would escalate it and I would only have to pay The month of November only. January comes and nothing has been escalated, no sense of urgency around my issue, no feedback was given, called again and spoke to a different lady who said the very same thing that she will escalate this to the relevant department and that she would call me back, no feedback was given. I eventually got sick and tired and decided to pay for both months November and December and requested to cancel my service with Rain.

To my surprise the account was not cancelled and I’m told I owe the month of January. No one can explain why and I’m being told that it will be escalated to a relevant department once again, and I already know what that translates to when it comes to rain, it just means that I’ll have to call in again, explain the issue to someone new and they would say the very same thing.

This makes me sick to the core, especially because I’m a manager for a different telecommunication provider and I know how we deal with customers issues and retentions.

This has been the worst experience and I wouldn’t wish this on my worst enemy !