Rain needs to be exposed

Cancelled my Rain contract on their app on 30 April, with a one month notice. Got a message saying "Cancellation logged - We have received your cancellation request. Please note, cancellation will only be processed once we have confirmed receipt of the 5G free-to-use router." I'd been asked to put in the address for the courier to collect the router, which I'd done. All done and confirmed and seemed simple enough.

Just before end-May I called Rain to ask how the courier collection would work as I'm seldom home and live on my own. Was very difficult to get through to a person and eventually requested a call back. An Indian lady called me hours later - maybe from India as she sounded as if she could be. I asked her about the courier collection and, to my astonishment, she said that there was no record of my contract being cancelled. I explained that I'd done it on MyRain and it was confirmed after I put in the address for collection. She said that I shouldn't worry as it was probably an error on Rain's side, which sometimes happens. Of course I told that I was worried as my cancellation was confirmed on the app. She again said that I shouldn't worry and that someone would call me and sort it all out.

No one ever called. When I saw in early June that another monthly payment had been taken from my account, I immediately called them again - repeatedly. Eventually someone called me back. She said that your contract isn't cancelled. I said that it was cancelled on 30 April. Then she told me that you cannot cancel on the app! I said nonsense, the app has that facility and it gave me a message confirming that my cancellation had been logged. Then she told me that she needed to check something and would put me on hold. Only about 10 minutes later she returned. All the time I could hear her and various other people talking loudly, but not in a language that I could understand. When she returned she said hello twice, then said that she couldn't hear me so would have to drop the call, which she did immediately. Although she'd called me, she never called me back again. When I tried to call again I couldn't get through.

Today I contacted ISPA - Internet Service Providers Association. They regulate the conduct of their members, of which Rain (Pty) Ltd is one. I explained what had happened and said that Rain is not acting within the ISPA Code of Conduct and that I'll be submitting my complaint and requesting that they mediate on the case. I encourage everyone who's had a similar unsatisfactory experience with Rain to do the same. Email - ***