Refunds, service issues and inability top correct or admit mistakes.

I app**** for Rain Service in October 2021. I was charged upfront for the service as stated on the invoice dated 28 October 2021.

At times the service was good, but I was forced to cancel my service with Rain on 31 October 2022 due to consistent interruptions with connectivity. There was also rarely any connectivity during load-shedding periods, despite having electricity to carry on working. Rain was unable to resolve the issue, giving excuses ranging from the tower being too far, so there are too many users on the tower, to the batteries for the towers being ******, to actually pinpointing my address about 200 kilometers from where I am located, and attempting to tell me that I am 171km away from their nearest towers, despite being 7km from the Rain tower, with a clear line of sight to their radio, and the connection working fine when it works.

I work from home and started looking for other solutions for ISP connectivity. I canceled the service online on 31 October 2022 as the requirement is to give a calendar month cancellation. On 2 November 2002, I got confirmation from the team at Rain that they had received my cancellation and actioned the request. They confirmed the service would be discontinued at the of November 2022, despite attempting to tell me several times in the month of November I had already canceled the service, and they were unable to assist me after I was credited for the service in November, and it still being active until 30 November.

On 30 November 2022, the service was discontinued, but on 1 December 2022, Rain debited my account again. Last week, I was informed that a refund would be made back into my bank account within 3 days. That was a week and a half ago. I asked for a reference number from the call center, but they could not supply me with one.

I have been on the phone with the support team the entire day and am consistently being disconnected by the call center. After wasting a motherload of airtime, the issue is still not resolved. I was told by one call center agent that my account was paid in arrears, while another had admitted that was incorrect after I requested they call up my account statement dated 28 October 2021, which is the day I first started using the service, where it clearly states that I pay for the service upfront, not in arrears.

How do I go about getting my money back from the company? When I ask to speak to a manager or supervisor, the phone gets disconnected in my ear. Posting about the issue on Facebook yielded little or no response, other than Rain asking me for my contact details and then never hearing from them again.

I have asked that a manager or supervisor call me back as I am continually being disconnected, but I was told they could not do that.