Still Not Resolved: Another Unexpected Bill and Service Cut-Off

I am having to post another review on this company because, unfortunately, this situation has still not been resolved and has now become even more frustrating.

I originally upgraded my Rain service to include a Loop Phone. At the time of the upgrade, I was informed that I needed to pay a small pro-rata amount immediately, which I did. I also paid for the charger upfront.

I had already paid my August debit on 25 July. During the first week of August, I changed my debit date to the 1st of each month. At the time, nobody informed me that changing my debit date would result in additional charges or an unexpected payment being required in the middle of the month.

My account appeared to be up to date, and I therefore expected my next payment to be due on 1 September.

Then, on 16 August, I woke up to find that both my home Wi-Fi and phone service had been cut off because Rain claimed that I had an outstanding balance of approximately R900. This came as a complete surprise because nobody had informed me that an additional payment would suddenly be required on the 16th.

After raising the issue, I was contacted by a consultant who explained that the additional amount had apparently been caused by me changing my debit date to the 1st during the first week of August.

However, I had already made my August payment on 25 July. That payment was supposed to cover August, so I could not understand why another amount was suddenly raised in the middle of the month simply because I changed my debit date. More importantly, when I requested the debit date change, nobody informed me that it would result in additional charges being raised.

The consultant I spoke to assured me that the matter would be resolved. He asked me to make a promise to pay and to pay a minimum amount of R50 while I was on the call so that my services could be restored more quickly while the accounts department investigated the issue. I did exactly that.

Throughout August, my account reflected my promise to pay and showed that an amount of approximately R800 was due on 1 September. I therefore expected to pay that amount on my normal debit date.

However, this morning, on 1 September, I woke up to discover that the exact same problem has happened again. Instead of simply paying the amount I had been expecting, I am now being asked to pay the agreed amount of approximately R809 PLUS an additional amount of over R1,000.

At this point, I am beyond frustrated.

Rain needs to listen to the recordings of the calls with their consultants because I was specifically promised that this billing issue would be investigated and resolved. I followed the instructions I was given, made the required minimum payment, and kept my promise to pay.

Yet I am now dealing with another unexpected balance and another disruption to my services.

The most frustrating part of this entire experience is the lack of clear communication and the fact that I constantly have to fight to understand what I supposedly owe. Customers should not wake up to disconnected services and surprise balances without having been clearly informed beforehand.

I upgraded my service expecting convenience and reliable service. Instead, I have experienced confusing billing, unexpected charges, service interruptions, and repeated promises that the issue would be resolved.

Rain, please listen to your call recordings, investigate my account properly, explain exactly where these additional amounts are coming from, and resolve this once and for all.

I genuinely would not wish this level of frustration on any customer. The amount of effort required just to get clarity and keep services connected is unacceptable.