Trusting Rain’s Customer-Centric Approach – Balance Adjustment Request

Thank you for your response. I appreciate that an adjustment was made in December. However, I need to be very clear: I am not willing to pay for services that I did not use. Charging for inactive service periods is not sustainable for me, and leaving the account in its current state benefits neither Rain nor me. My intention is not to avoid responsibility. I am actively trying to bring this account back to a healthy and manageable position. I have already proposed what I believe is a fair and practical solution — one that allows me to make an immediate payment and settle the remainder within a defined timeframe. This demonstrates my willingness to resolve the matter constructively. If we cannot find common ground at this level, I respectfully request that this matter be escalated to someone with the authority to review and reconsider the situation. I would also appreciate a direct call from a decision-maker so we can resolve this efficiently. I am committed to resolving this responsibly, but it must be on fair and reasonable terms for both parties. I look forward to your response.

The proposal I have made is, in my view, the best possible compromise for both parties. I cannot close this account without first settling it, and leaving it like this is not helping anyone. The most constructive way forward now is to focus on bringing this account back to a healthy state, and I am committed to doing so. Considering I have been with Rain for quite some time and am willing to continue my relationship, I hope we can find a fair resolution.

Thank you for the adjustment on my account — I appreciate that. I would like to make a payment of R500 immediately and settle the remaining balance in full on the 28th of this month. However, my dashboard currently only allows a full payment, and I am unable to structure it this way online. Would it be possible for you to set up a promise-to-pay arrangement reflecting this plan: R500 now, and the remainder as a single payment on the 28th? This would help me bring my account back to a healthy state while maintaining my service. I appreciate your assistance and look forward to your guidance on how to proceed.

Is there a way we can make this work? I am committed to paying this R500 now.

Hi again. Following up on our last conversation and agreement, at the time, I wasn’t in a position to pay the full amount. I’m now able to settle it. Could you please reinstate the adjustment to R1250 so that I can proceed with the payment immediately? Thank you, I appreciate your assistance.

So we can bring this account back to a healthy status.

I just wanted to check — now that the account has been settled, would it be possible to please remove the “Promise to Pay” note if it is still reflecting on the account? Thanks again for the help. Regards, Gcinokwakhe

Can I please speak to someone above you — a manager or supervisor, specifically — because I am not willing to pay for something that has already been settled. I honestly do not understand what is confusing here. There was a promise to pay on the account, and I eventually settled the outstanding balance in full. The account is now paid up, yet the promise to pay is still reflecting. I need that promise to pay removed immediately, because the amount it referred to has already been settled. This should not still be sitting on my account after payment has been made.

I actually demand to speak to someone above you.

I think this is above your pay grade at this point. I’m currently awaiting feedback from the manager I spoke with this morning regarding a resolution.