The perpetual lack of service from Rain

It is very disheartening to have to write this about a service provider I have been supportive of for over 5 years. It will be very evident that this lack of service and disregard is ingrained in how Rain serves its customer base.

My problems started when I was offered a “free” upgrade to 5G 101 around August, from the unlimited 4G. I accepted, then there was no feedback. So I took the liberty to apply for the 5G, on that application I clearly indicated that this would be an upgrade (ie meaning the 4G service should cease). The 5G router was delivered but there was still no indication that the 4G would cease, again I went into the App to cancel and waited, and again in Rain customer service style, there was simply no feedback.

Now at this point, I’m thinking any sensible person will know that if you are using a 5G router in a household then you will not be using the 4G (in the same household), seeing nobody cares to attend to the cancellation. These thoughts are centred around the fact that I cannot be expected to pay for two services because :

This was supposed to be an upgrade. Follow up requests on whether the 4G ceased were simply not attended.

Few days in with the 5G router, the network is so terrible that I only get about less than half a day of stable connection. I request a callback to attend to this, again no one gets back to me. So I resorted to the 4G seeing that I had barely had issues with it.

Sadly it had to take an expression of dissatisfaction on their Facebook (Meta) page for anyone to be bothered, and one would think they would go to extraordinary lengths to remedy this. Someone phoned and I explained the whole scenario, they were going to try and resolve this and feedback. As usual, they did not get back to me. I sent a follow up, someone phoned and I had to explain again. At this point the account on the App says I owe them about R1 100, I queried this and provided reason why this cannot possibly be correct. The representative said they would rectify the billing and I would be charged about +/- R600, which seemed fair but then again “fair” is not a practice at Rain. A few days ago Rain debited about R1600 from my bank account, which I have queried and in their latest instalment of “promises without delivery” service culture, I am still waiting for a call (after I asked to be contacted at a specific time, on a specific number).

I have been left frustrated, emotionally and financially, by this apparent disregard for clients who rely on your provision of service to fulfil their employment and academic responsibilities. Not that I expect that this will yield any positive result but I just had to make you aware that this is RAIN and this is how it’s representatives disregard hard working customers.

This is an official compliant and I would like to know who/what the next line for escalation purposes.