1 reviews | Active since Jun 2021
Rain takes payment but does not resume service or respond to support call
We paid our account this morning for another month of the R699 package. Previously, Rain would activate only a few minutes after a payment. However, today, this did not occur for whatever reason. So I did the most logical thing one would do and that is contact support. This is not as easy as it should be (as they hide that part on their website), but I have managed to do so, nonetheless.
Ticket number: ***
Payment was made at around 10:30am. It is now past 1pm and no response.
After some investigation I found a suggestion that I should go to the Rain Facebook page. One can message there and I have done so. I am still not getting any response.
Information about payment:
1. The payment was done with the same credit card we use every month. 2. The bank requested a OTP code. They only ever do so if all aspects of the payment are in order: e.g. sufficient credit available, card details are all correct, etc. 3. The Rain system (as it has done before) reported that the payment was successful.
So I had my boss recheck if the payment had been done. And, it has. ABSA sent an SMS notification that the payment has indeed been made.
Based on my own IT experience I would say that the problem lies in the area of Rain's system getting a positive response back from the payment gateway which it would need to switch the service back on again. In previous months this was within minutes. Or, the response did come back from the payment gateway but some other glitch stopped the switch on. This surely cannot be a difficult task to find out and do a manual override. Glitches do occur, I know I have seen thousands of these, but usually they can be fixed very quickly (within minutes) unless the system has failed quite severely.
I have responded to the support email and let's see what happens.
So I had my boss recheck if the payment had been done. And, it has. ABSA sent an SMS notification that the payment has indeed been made.
Based on my own IT experience I would say that the problem lies in the area of Rain's system getting a positive response back from the payment gateway which it would need to switch the service back on again. In previous months this was within minutes. Or, the response did come back from the payment gateway but some other glitch stopped the switch on. This surely cannot be a difficult task to find out and do a manual override. Glitches do occur, I know I have seen thousands of these, but usually they can be fixed very quickly (within minutes) unless the system has failed quite severely.
I have responded to the support email and let's see what happens.