Rain WiFi: Unfair Billing on Month‑to‑Month Account, Failure to Cancel, and Breach of Consumer Protection Obligations

I am submitting this complaint due to Rain’s continued unfair billing practices, failure to properly cancel my month‑to‑month account, and poor customer service, all of which appear to be in conflict with South African consumer protection regulations.

Rain promotes its service as month‑to‑month, which creates a reasonable consumer expectation of flexibility and transparency. When I was unable to pay, the service was immediately suspended, and I received no WiFi service whatsoever during that period.

Despite the service being fully suspended, Rain continued billing me for months in which no service was rendered. I was never clearly informed that suspension does not constitute cancellation, and I am now being told that I must first settle a significant outstanding balance before my account can be cancelled or reconnected.

In addition, every time I contact Rain customer service, I am advised that a consultant will call me back. These promised calls never occur. This has happened repeatedly and has denied me meaningful access to resolution, leaving me trapped in an unresolved billing dispute.

Rain’s conduct raises serious concerns under the Consumer Protection Act, which requires services to be billed fairly, reasonably, and transparently, and under ICASA consumer protection regulations, which require clear communication, proper dispute handling, and reasonable billing practices. Charging a consumer for a suspended and unusable service, while failing to process cancellation requests and failing to honour promised customer service callbacks, is procedurally unfair and prejudicial.

I hereby formally demand that Rain immediately reverses and cancels all charges that accrued while the service was suspended and unusable, cancels my account with immediate effect without conditioning cancellation on payment for disputed or non‑rendered services, and provides written confirmation that the account is closed and that no further billing or collection activity will occur.

Should Rain fail to resolve this matter promptly, I will proceed to escalate the complaint to ICASA with full supporting documentation for investigation into Rain’s billing and customer service practices.

As a consumer, I am entitled to clear and transparent contract terms, fair billing practices, no charges for services not received, and effective customer service and dispute resolution. I expect Rain to act in good faith and resolve this matter without further escalation.