Rain - Worst service ever

3 March 2022 – Opened account and placed order 7 March 2022 – Received the router I think the system worked for maybe half a day. Thereafter various emails and calls (Circa 10 maybe 15 in total). Some operators telling me a tower is off-line in my area, some having me do the take-out the sim, switch off, etc. I was also promised that a Supervisor will call me on about 2 if not 3 occasions, which never happened. I then went out of town for about a week, and upon my return it was still not working. 22 March 2022 – Cancelled the service. Packaged the router and waited for the promise pick-up. I was out of town again and changed my contact number to my wife’s. 1 April 2022 – Email support to enquire when are they going to come pick up the device? No reply. Life goes on, and busy as it is. 15 June 2022 – I note that the debit order is still going off from my account, as it also did all the previous months. So I call: 16:12 – After holding on for 2 minutes 53 seconds the line cut out. 16:15 – I had the wonderful experience to talk to a “gentleman” with a very distinct voice (all sarcasm). I explained to him that I am not impressed with Rain’s service due to everything that’s happened so far. He then proceeded to verify my account. He asked the 3 verification questions (ID number, email address and telephone number), which per him I did not get correct. I asked which one, and he was adamant that he may not tell me. We went through the questions again, and he stated I was wrong again and that he will not assist me with which question is incorrect. This occurred about 3 times. I also needed to get all 3 right in order for him to assist me. I requested to be transferred to somebody else, and he stated “Why? They can also not assist you as you did not get the 3 verification questions correct”. I requested to speak to his supervisor as they might be able to assist me, seeing that he can not due to the verification questions. He told me yet again "Why, if I don’t know the answers, they will also not be able to assist me". I hung-up the phone. Turns out it was the phone number which got changed to my wife’s so that Rain could pick up the package 3 months ago, which never happened.

16:21 – Call length 3:06, held on, no answer from support.

16:24 - I explained my situation to the lady (Lindiswe) that answered, and she said she would put me through to the right department. Best part of this call, I could the hear the “gentleman” with the very distinct voice in the background doing what sounded a lot like posturing about his last call. I was put through to Sibusisiwe who ended up being able to assist me.

Oddly enough, not one of the other calls from the 3rd of March to date was so adamant about the 3 question verification rule as the “gentleman” with a very distinct voice.

The router has not been picked-up to date, nor have I received my refund yet.

I was told it would take 7 to 10 days, well it is still early I have been waiting 3 months for a pick-up and/or a call from a Supervisor.