RAIN INTERNET SERVICE PROVIDER - GETTING WORSE BY THE DAY

Rain advertises Unlimited Home 5G Standard Service including use of a free-to-use 5G router at R699. I used this service for a total of 24 days of which I had horrible connection for most of the 24 days and ended up having a total of R1 238.55 deducted from my credit card. I have been struggling to get my money back since the beginning of March 2021. To date all I can get out of the call centre agents are that the matter is with accounts.

It is unacceptable that I have to go without my over deducted money until Rain finds the time to eventually look at my account. This is theft.

My Rain 5G Router was only activated on the 10th of February 2021 and R699 was taken off of my account on the 3rd of Feb 2021 upon ordering. (PLEASE NOTE THAT AFTER RECEIVING THE ROUTER ON THE 5TH, IT TOOK RAIN 5 DAYS TO ACTIVATE MY 5G, ONLY AFTER HAVING TO CONTACT THEM SEVERAL TIMES) I cancelled on the 26th of February 2021 and all services were cancelled from your side on the 5th of March 2021. An amount of R449.36 was taken off of my account on the 2nd of March 2021. A further R90.16 was deducted off of my account on the 2nd of April 2021 - after all the queries about over deductions since the 2nd of March, you still deducted MORE!!!

Please explain why I would need to pay R449.36 for in arrears billing for Feb 21 (24 days not even a full month) if I paid R699 upfront for Feb 21.

I have lodged queries and contact rain telephonically to get this matter resolved and I find it highly frustrating that a simple query like this cannot not be resolved telephonically and that I am requested to send yet another email. When sending emails I get the following response : "Thank you for contacting rain. Please Note that we Bill you in Arrears, The last billing that took place was for active services in the month of February hence a pro rata was Charged"

I paid upfront for Feb 21 and therefore no arrears billing is applicable. It is really not that difficult to comprehend and there is no excuse for it taking more than a month to resolve.

I had the exact same service last year when lock down just started and didn't have any issues. Seems like, with everything else in SA, that Rain's service delivery is getting worse by the day.