Taking a full month premium but not providing the service

Dear Rain Support Team, This email constitutes a formal complaint and notice in terms of the Consumer Protection Act, 68 of 2008 (“CPA”). My Rain internet service has been unavailable for more than one week, despite my account being fully paid and in good standing. I have been informed by your consultants that the relevant tower has been down for several days, which directly explains the lack of service. During this period, I have contacted your customer support line on multiple occasions. On each occasion, I was informed that the matter would be “escalated.” No resolution, restoration of service, written feedback, or confirmed turnaround time has followed these repeated escalations. My most recent call reference number is ***6. At present, the service remains unavailable. In terms of Section 54 of the CPA, consumers are entitled to services that are: Provided timeously Of a reasonable quality Performed in a manner consistent with what a consumer is reasonably entitled to expect Furthermore, Sections 47 and 48 of the CPA prohibit unfair, unreasonable, or unjust billing practices. Charging a consumer the full subscription fee for a service that has not been supp**** for an extended period constitutes an unfair practice. Rain’s enforcement of immediate suspension when an account is underpaid by as little as R80, contrasted with the prolonged suspension of a fully paid service without compensation, further demonstrates an imbalance and lack of fairness in service delivery and billing. I hereby formally request: Immediate restoration of the service, or written confirmation of a definitive restoration date A written explanation for the prolonged service interruption, including the tower outage A credit, refund, or billing adjustment for the full period during which the service was unavailable Should this matter not be resolved without further delay, I will proceed to escalate the complaint to the relevant regulatory and consumer protection authorities, including but not limited to ICASA and the National Consumer Commission. I trust Rain will address this matter with the urgency and compliance required by law. Yours faithfully,