1 reviews | Active since Jan 2023

02 Apr 2023, 09:09

Refund/ Credit Query Complaint

Item: Rain
Rating: 1
Author: Phumulani M

Hi Rain

Subject: Credit Query- Feb 2023

I am following up on my query regarding credit for the February invoice (an option which was given by Rain), it was supposed to reflect on the March invoice as per the consultant who assisted me on 02 March 2023, which was my last resort, I initially wanted to be refunded, but the consultant made me to wait on the phone 2 hours from 15h10-17h10, until I just dropped the call, I guess that's Rain's normal service. Shortly in February we only used 7 days (1-2 Feb and 23-28 Feb). The reason was we did not prepay the Feb invoice on the 1st of Feb and internet was disconnected accordingly on the 2nd of Feb as this is a prepaid service. We manually paid the invoice amount of R499 on the 23rd of Feb and the service was restored and, in my thinking, this was supposed to be a prepay for the coming month of March, but surprise surprise!! Seven days later, on the 1st of March Rain deducted another R499 from our bank account, hence I called regarding this query.

Please amend the March invoice accordingly as it is still reflecting R499, credit us what is due to us, and we can pay the April invoice that is due already.

Kindly also amend the payment method and suspend the debit order with immediate effect, going forward we'll be paying manually as this is a prepaid service not a contract and this will also avoid such incidents.

I have tried to send this follow up via the Rain Support just now, but it hangs.

Regards

Phumlani Mobile: *** Whatsapp: *** Email: ***

My initial Request on the 23rd February for them not to debit our account on the 1st of March after making a manual payment and here below was an automatic reply and they never came back to me until they debited our account after 7 days.

#*** - rain billing support #*** Inbox

*** Thu, Feb 23, 9:03 PM to me

rain help is on its way Hi,

Thanks for reaching out for help. This interaction has been logged and a customer care expert will get back to you soon to get you sorted.

In the meantime, if you'd like to share any extra info, just reply to this email. Reference Number: ***

Chat soon, rain

On the 2nd of March 2023 after holding on the call for 2 hours, this is the email they sent.

*** - rain billing support #*** Inbox

*** Thu, Mar 2, 5:26 PM to me

rain we're here to help Hi Phumulani,

Thank you for contacting Rain support.

Hope you're doing well.

As we can see you are postpaid customer where first you use the service and then you pay for the service.

As we can see from our end there is no double payment done by you, the last bill was generated for the month of February.

Please feel free to contact us for further assistance.

Cheers

rain South Africa

Reference Number: ***

Helpful (0)

Replies (4)

Rain's replyOfficial

02 Apr 2023, 09:50

Hi Phumulani

We're really sorry your rain experience hasn't been as good as you expected.

We're going to get on this asap.

Thank you,
rain

Rain's reply02 Apr 2023, 09:50

Official

Hi Phumulani

We're really sorry your rain experience hasn't been as good as you expected.

We're going to get on this asap.

Thank you,
rain

Phumulani M's updateReviewer Update

02 Apr 2023, 10:31

Good day Rain

Thank you for your reply.

I believe that all your calls are recorded.

Please refer to the call on 02 March 2023 between myself and your consultant from after 15h10 and she disapperaed for 2 hours until I dropped the call. She even gave me a figure to be credited to my account in the March invoice, which is R300 plus.

Now all of a sudden I am a post-paid customer. My question is how much was my bill for Feb 2023.? I used 7 days( 1-2 Feb and 23-28 Feb).

Please advise urgently.

Regards

Phumlani

Phumulani M's update02 Apr 2023, 10:31

Reviewer Update

Phumulani M's updateReviewer Update

02 Apr 2023, 11:45

Hi Rain

Thank you for reply.

Please get the call recording on the 2nd of March 2023 after 15h10 from your Call Centre to my cell no *** and don't play games with me. Please interpret that call recording for me, it is in plain English.

1. All I know is that your services are on pre-paid, but all of a sudden, I am a post-paid customer. How do you know if the customer will pay for the services afterwards?

2. Your consultant confirmed the credit amount and gave me the figures of R300 plus and now all of a sudden you say "You are billed on a monthly subscription of R499 and not on data usage or amount of days the service is used". Why did your consultant not say what you are saying now? Or is it perhaps everyone make their own rules at Rain as they see it fit based on the circumstance at hand?

All I am seeing is that you guys just look for an easy way out instead of resolving the issues.

Please get me the call recording and advise what it means.

Regards

Phumlani

Phumulani M's update02 Apr 2023, 11:45

Reviewer Update

Phumulani M's updateReviewer Update

03 Apr 2023, 13:58

Now Rain has decideď to cut-off the service instead of resolving my query "easy way out"..If this is how you treat your customers like ******* and R499 per month means nothing to your business, then I more than happy to go to another service provider that values their customers and appreciate their money.

Just to close, I am seriously disgusted about this terrible service from Rain.

Thanks for nothing.

Regards

Phumlani

Phumulani M's update03 Apr 2023, 13:58

Reviewer Update