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JH
Janet H

1 reviews | Active since Nov 2023

13 Nov 2023, 16:30

Review of Rain Networks

I am writing to share my experience with Rain Networks, and unfortunately, it has been far from satisfactory. My interactions have led me to raise several concerns:

Communication Delays and Lack of Information: Despite initiating the cancellation of my contract in July 2022 (Call ***), I only received confirmation from Rain Networks on October 24, 2023, stating that my account had been handed over to NuDebt Management. The delay and lack of proactive communication are concerning.

Refusal to Provide Call Recordings: Despite my request for call recordings related to the cancellation made on specific dates, Rain Networks has refused to provide them. This lack of transparency is disconcerting and leaves me questioning the integrity of the process.

I believe it is crucial for Rain Networks to address these issues promptly to enhance customer satisfaction and uphold the standards of effective communication and transparency.

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Replies (4)
Rain
Rain's reply13 Nov 2023, 16:41
Official
Hi Janet Homann. 

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. 
JH
Janet H's update13 Nov 2023, 17:04
Reviewer Update
Hi Rain,


Thank you for your response. I appreciate the clarification on the cancellation date and outstanding amount. I would like your offices to provide the copies of the recorded telephone calls pertaining to the cancellation process? I have the right to ask for it.


Best regards,
Janet Homann
JH
Janet H's update13 Nov 2023, 17:50
Reviewer Update
Hello Rain,

Visiting the store for call recordings is impractical due to time constraints. I've faced numerous issues with Rain's connectivity, including high costs and disappointingly slow internet speeds during peak times, leading me to switch to another service provider in July 2022.

Adding to my frustration, your offices only contacted me on the 24th of Oct 2023 to inform me that I've been handed over, and unfortunately, there's no means for me to reply. Your website lacks the ability to log a support ticket, and the *** email address seems nonfunctional, leaving no avenue for direct communication. The response I received, stating the mailbox is unattended, further compounds the difficulty:


"Hey,
Thanks for reaching out. This mailbox is unattended, but you can contact support by calling us on *** or logging a support request on www.rain.co.za/my-account. Alternatively, visit www.rain.co.za/support for answers to our most frequently asked questions.
Thanks,
rain"

The last emails I received were in response to a call I made last year with only the Call reference number about the cancellation, and unfortunately, no one can reply to that email address, leaving me with only a reference number, which doesn't serve as valid proof. This creates a situation where it's essentially your word against mine.

To compound matters, I received two threatening letters from Nudebt Management, a situation I've reported to the council for debt collectors. Their communication openly displays sensitive details, making payment impossible!!!!!!!!!!!! This level of service is undeniably disheartening.

Given these experiences, I wish you good luck, though it appears many others encounter similar issues with your service.


Thank you,
Janet Homann


JH
Janet H's update15 Nov 2023, 11:16
Reviewer Update

Good day Rain

I appreciate your PRIVATE prompt response to my concerns. However, I am still experiencing communication from Nu Debt Management Collections regarding an account that I have already settled with your offices.

To ensure a resolution to this matter, I kindly request a written confirmation from Rain Networks stating that they have instructed NuDebt Management. to cease any further communication or collection activities related to my account.

I believe transparency is essential in such matters, and obtaining this confirmation will help alleviate any misunderstandings. In the absence of such confirmation, I may have no choice but to escalate the issue and file a formal complaint with ICASA & the National Consumer Commission.

Your cooperation in this matter is highly appreciated.

Thank you,
Janet