Terrible customer service

Hi,

Thank you for your confirmation hereunder. I waited for the communication about the device swap that is expected to occur today but haven’t received any to that effect. It is my earnest hope that this wasn’t just a trick to have the matter publicly resolved with no intention of actually holding up your end of the deal.

Secondly, I didn’t receive the email the agent promised to send to me with the confirmation of the resolution. I’d expected to receive this email so I could get a direct line of communication whenever I need customer support services, since at current the only way to reach the customer support department is through writing bad reviews.

Lastly, last month I was without internet for about a week because I couldn’t reach the customer support department, and again this month I’ve been without internet about 5 days now. How are you proposing to remedy this situation? I use internet for my work and that has been severely impacted by your inaccessibility too me as your customer, yet despite this, you still expect and do in fact receive your full subscription.

Looking forward to your response herein.

Mongezi

Good morning,

This issue still hasn't been resolved. The first consultant who contacted me assured me that I would receive a new device would arrive last week. It was eventually scheduled to arrive today. You can imagine my frustration now that I've been advised that the device swap will not occur today, as the courier company "has not received the parcel from Rain yet"

What must happen now

Good morning,

I’ve made numerous attempts to have this credit allocation done with your accounts department, to no success. I really need this issue resolved ASAP. Furthermore, I’m experiencing the very same issue of no internet connection again. I’ve been getting in touch with the technical team for almost two weeks now and have been advised on more that one occasion that the matter has been escalated yet again. I’m experiencing the same issue where I’ve paid for downtime yet again (as I was expecting downtime before the beginning of this month), trusting that I’ll have this money credited to my account again but to be honest with you, I’m also experiencing a crisis of faith as all promises made to me at the beginning of this query 2 months ago have not been met. No timeline deadlines were met by either of your teams, they fail to call back as promised, in most cases, you fail dismally to provide me as a client with adequate customer support, however despite this, you’re always quick to demand payment, despite you already owing me. I’m really at my whit’s end.

I need my connection issues addressed as a matter of urgency, and I need to be allocated my refunds for this downtime. I’ve explained numerous times before that I use this service to work and your inability to provide me with stable internet violates the consumer relationship we have. It’s a violation I’m suffering for the second time now, and the insult to injury is that the first one still hasn’t been sorted. Instead, I’m bleeding money to pay for your nonexistent service, and I still need to procure more data elsewhere, at my own cost to ensure that I’m able to continue to serve my work interests. I do believe that you have the obligation under the CPA to when you are unable to fulfil your obligations to me, issue me with a full refund, or provide me with an alternative service of equal and commensurate value.

Extremely agitated,
M Moeketsi

Dear Sir / Madam,

Please let us refrain from dishonest conduct and misrepresentation. I would appreciate the proof of the dispatched correspondence that says I must send proof of payment for the payment made on 04/04/2025. I have never received any emails from a person on the Rain team. All I ever receive from Rain are the automated email responses stating "help is on the way", "your promise to pay is active" (which I had to make because you had cut off my internet without effecting my credit), "payment unsuccessful" and one email of the the 25th March 2025 inquiring when the best time to call me was (I admit to having missed this email). Aside from these emails, I have missed about 2/3 calls (where my cellphone rang once and the call cut), about 2 where I answered but they said they couldn't here me, and the few where I was able to call through and articulate my issues and I would be advise that my issue would be escalated. It's worth mentioning that I was not solely phoning for the credit. I was also phoning regarding my disconnected router, which had been down since around the 27th March (for over two weeks), which only came back at around 13:40 this afternoon.

I only received advises about this credit today when I called to follow up on the (as I understood due to your non-communication) the pending credit on my account. I spoke to an agent who advised me that I had already been credited a while back. The issue is, that after the first, I get disconnected, and I have to make payment arrangements, as I wait for the credit to be allocated. Even the story of the proof of payments only came to light when I advised that I had to pay an amount of R400.00 (under yet another payment arrangement) on 04/04/2025. There was no mention of me sending these proofs prior to the conversation with your agent today. Hence at the opening of this communiqué, I asked that we refrain from dishonest and misrepresenting conduct. If you can produce evidence to the contrary, I am very prepared to issue a retraction and public apology.

Also on the call of today, I wanted it noted that my internet only returned today, to get a pro-rata credit for the days I was without internet. She then advised that I email the proofs of payment, which I did to ***, then within the hour, I received this message from you. I will also forward this correspondence and all my evidence proving my version of events, and I welcome your dispute of events, with evidentiary proof being any written correspondence and audio recordings of telephone calls, if that is how I was allegedly notified as per you message.

Thank you

M Moeketsi.

Hi,

Kindly note that I’ve sent the email about an hour or so ago.

Further note that your previous message had the implication that it was your team that initiated the call that resulted in the request for proof of payment, and not myself. I wanted it to be clear that it took you took 7 days to respond to the message that I’d sent on the 10th of April, only after I took the initiative to contact you again today. I didn’t want you to appear as though you took the initiative to contact me and resolve the issue. It was my own actions (as is in line with my experience that first prompted me writing this review on the 4th of February) that triggered your response today. I didn’t want there to be any uncer*****y on the matter.

The email left my outbox at 18:50 today and should’ve been received by the intended party.

Kindly note that I’d also requested an account statement so I can see how much credit I’ll actually have once you have provisioned the pro-tata credit for April. CV plus I have this emailed to me as I’m not able to follow the ones I see on the rain app. I’d prefer a statement from January.

Lastly, I’m of the view that your customer services department could do with a lot of refining, and to that end, I’m available to provide assistance herein, should you be so inclined.

Regards,

M Moeketsi

… the subject of the imali is: #***4 and HelloPeter reveiw

…the reference number of the call as it appears redacted on my side post delivery of the previous message

Thank you.

Best,