Rain should warn clients before handing over personal information...

I recently experienced a distressing issue with Rain’s handling of my account, which I believe should be addressed to prevent similar situations for other customers. Here’s my story:

In early 2023, I stopped using Rain's services and cancelled my account, under the impression that it was fully settled. Unfortunately, I was unaware that there were outstanding fees due to an advance payment I had made. Throughout this period, I received no emails or notifications from Rain about the unpaid balance.

Fast forward to recently, while I was temporarily overseas with roaming services, I received a sudden SMS notification informing me that my account had been referred to NuDebt for collection. The outstanding amount had unexpectedly ballooned to over R1400. This was the first communication I received about the debt, and the realization that my account was handed over without any prior warning or reminder has been extremely distressing.

As someone who struggles with anxiety, this abrupt action without proper communication has been deeply troubling. Had I been reminded about the outstanding fees when I was still wrapping up my affairs in South Africa, I would have settled the account immediately. Instead, the lack of communication from Rain led to unnecessary stress and the escalation of the issue.

While I acknowledge my responsibility to pay any outstanding fees, I believe Rain should improve their notification process and ensure that customers are adequately informed before referring accounts to debt collectors. This practice is not only concerning for those with mental health challenges but also a poor service to any customer who might find themselves in a similar situation.

I urge Rain to review and improve their customer communication practices to prevent such experiences in the future. For anyone dealing with similar issues, be vigilant with your accounts and ensure you have clear records of your communications with service providers.

I only have R1500 in my account, and this is to ensure debt orders go off..... Had I been warned, before hand I would have settled this.