RAIN – Prolonged service outage and ongoing billing despite cancellation

I have been without an internet connection since 3 December 2025. I contacted RAIN multiple times and was given several reference numbers, each time being told that technicians were working on the issue. Despite this, the problem was never resolved.

After 2–3 weeks with no connectivity, I escalated the matter via social media. Their social media team eventually contacted me. During this conversation, I asked how to unsubscribe, as I no longer had confidence in the service. I cancelled my subscription via the RAIN portal as instructed.

I was informed that:

On 25 December 2025, RAIN would collect payment for November 2025

A January 2026 debit was already scheduled, and I would need to call to remind them not to deduct it

I queried why a future debit could not be stopped, but was told it had already been set up.

Despite this, RAIN deducted the January 2026 payment. When I queried the deduction, I was given the run-around. I was initially told they could not see the debit on their side, which is very concerning as:

The deduction is clearly visible on the RAIN customer portal

A February payment is still showing as scheduled

I was asked to provide a bank statement, which I did. Since then, no one has responded. RAIN has gone silent via email and social media.

My bank has now advised that the only solution is to block the debits and issue me with a new card, which is completely unreasonable given that this situation is due to RAIN’s failure to stop billing after cancellation.

This experience reflects:

Poor technical support

Failure to resolve a prolonged outage

Billing after cancellation

Lack of communication and accountability

I am still awaiting a refund for the January 2026 deduction and confirmation that no further payments will be taken.