Rain | Unorthorised Billing and Refund Due

On 14 August 2022 I purchased the Rain Unlimited 4G plan (for any device) at R479 per month ("4G Plan"). I was being billed monthly in advance for the 4G Plan.

In October 2022, I upgraded my 4G Plan to the Rain Unlimited Home 5G Basic plan for R529 per month ("5G Plan"). I was told that the 4G Plan would be automatically cancelled on activation of the 5G Plan. The 5G Plan was activated immediately in October 2022 and the 4G Plan remained active. I logged a ticket with the customer service desk and was advised that the consultants would follow up on why the 4G Plan was not cancelled automatically. Notwithstanding the fact that my 4G Plan was supposed to have been cancelled in October, in November I was charged for both the 4G and 5G Plans (with R1028 being deducted from my account). I logged 4 tickets with the customer service desk in November, and the consultants advised that the migration on upgrade was not successful and that they would cancel the 4G Plan manually and ensure that I received a refund for the 4G Plan charges that I was not expecting. To my disappointment in December 2022, the 4G Plan was still not cancelled and I was again I was charged for both the 4G and 5G Plans (with a further R1028 being deducted from my account). During December, I logged several tickets with the customer service desk telephonically and via the Rain App (with reference numbers ***, ***, *** & 558471) and was advised that my matter was being escalated and that someone from the finance department would be in touch to reverse the unauthorised charges for the 4G Plan. By January 2023, the 4G Plan was still not cancelled and after logging serveral more tickets (***, *** & ***), with no response from Rain, I requested the cancellation of both 4G and 5G Plans.