XZ
Xolani Z
1 reviews | Active since Jun 2017
28 Aug 2026, 08:33
Unacceptable Service
Dear Rain Customer Support,
I am writing to formally lodge a complaint regarding the outstanding refund for my cancelled order, Order Number ***2.
My order was cancelled on 15 August 2026, and I have been waiting for my refund ever since. Today is 28 August 2026, and I still have not received my money.
I have already followed up regarding this matter, and today I spoke with Prince, who advised me that my query would be escalated. While I appreciate his assistance, I am extremely frustrated that I am now being asked to wait even longer for a refund relating to an order that has already been cancelled.
I do not understand why it is taking Rain this long to process the refund. Once an order has been cancelled, customers should not have to repeatedly follow up, escalate queries, and wait an unreasonable amount of time to receive their money back.
This situation has caused me considerable frustration and has left me extremely disappointed with the level of service I have received from Rain.
I therefore request the following:
- A clear explanation as to why my refund has not yet been processed. - Confirmation of the exact status of my refund. - A specific date by which I can expect the refund to reflect in my account. - Urgent escalation and resolution of this matter without any further unnecessary delays.
Order Number: ***2 Cancellation/Refund Date: 15 August 2026 Follow-up Date: 28 August 2026
I would appreciate a written response as soon as possible. I have already waited long enough and expect this matter to be resolved urgently.
Kind regards, Xolani Zikhali
Helpful (0)
Replies (3)0
Replies (3)
Rain's replyOfficial
28 Aug 2026, 08:39Hi Xolani
Thank you for bringing your complaint to our attention,
We're sorry your rain experience hasn't been as good as expected.
We will be in touch to further assist.
Regards,
rain.
Thank you for bringing your complaint to our attention,
We're sorry your rain experience hasn't been as good as expected.
We will be in touch to further assist.
Regards,
rain.
Rain's reply28 Aug 2026, 08:39
Official
Hi Xolani
Thank you for bringing your complaint to our attention,
We're sorry your rain experience hasn't been as good as expected.
We will be in touch to further assist.
Regards,
rain.
Thank you for bringing your complaint to our attention,
We're sorry your rain experience hasn't been as good as expected.
We will be in touch to further assist.
Regards,
rain.
XZ
Xolani Z's updateReviewer Update
28 Aug 2026, 08:44Yes, please log the complaint ticket, but I need to make it clear that I am extremely unhappy and frustrated with the way this matter has been handled. What do you mean by saying that the refund “can sometimes take a bit longer to process”? I have already given Rain 10 working days to process my refund. My order was cancelled on 15 August 2026, and today is 28 August 2026. I have therefore already waited long enough for a refund relating to an order that has been cancelled. What is even more frustrating is that you are quick to request and process payments from customers, but when it comes to refunding customers, suddenly there are delays and we are told to wait. That does not feel fair or acceptable. I have been patient and have followed the correct process, but I should not have to repeatedly contact Rain, speak to different agents, and escalate the same matter simply to get my own money back. I also spoke to Prince today, and he advised me that the matter would be escalated. I therefore do not want this complaint to simply become another escalation where I am told to wait for several more days without any actual resolution. Please ensure that this complaint is marked as URGENT and that the relevant team provides me with a clear and specific response. I need answers to the following:
Refund Amount: R1,145.00
Cancellation Date: 15 August 2026
Current Date: 28 August 2026 I expect this matter to be treated seriously and resolved without any further unnecessary delays. I need a concrete answer and a definite refund date, not another request to wait.
- Has my R1,145.00 refund been processed?
- If it has not been processed, why not?
- Where is the refund currently stuck?
- What is causing the delay?
- What exact date will the R1,145.00 reflect in my account?
Refund Amount: R1,145.00
Cancellation Date: 15 August 2026
Current Date: 28 August 2026 I expect this matter to be treated seriously and resolved without any further unnecessary delays. I need a concrete answer and a definite refund date, not another request to wait.
XZ
Xolani Z's update28 Aug 2026, 08:44
Reviewer Update
Yes, please log the complaint ticket, but I need to make it clear that I am extremely unhappy and frustrated with the way this matter has been handled. What do you mean by saying that the refund “can sometimes take a bit longer to process”? I have already given Rain 10 working days to process my refund. My order was cancelled on 15 August 2026, and today is 28 August 2026. I have therefore already waited long enough for a refund relating to an order that has been cancelled. What is even more frustrating is that you are quick to request and process payments from customers, but when it comes to refunding customers, suddenly there are delays and we are told to wait. That does not feel fair or acceptable. I have been patient and have followed the correct process, but I should not have to repeatedly contact Rain, speak to different agents, and escalate the same matter simply to get my own money back. I also spoke to Prince today, and he advised me that the matter would be escalated. I therefore do not want this complaint to simply become another escalation where I am told to wait for several more days without any actual resolution. Please ensure that this complaint is marked as URGENT and that the relevant team provides me with a clear and specific response. I need answers to the following:
Refund Amount: R1,145.00
Cancellation Date: 15 August 2026
Current Date: 28 August 2026 I expect this matter to be treated seriously and resolved without any further unnecessary delays. I need a concrete answer and a definite refund date, not another request to wait.
- Has my R1,145.00 refund been processed?
- If it has not been processed, why not?
- Where is the refund currently stuck?
- What is causing the delay?
- What exact date will the R1,145.00 reflect in my account?
Refund Amount: R1,145.00
Cancellation Date: 15 August 2026
Current Date: 28 August 2026 I expect this matter to be treated seriously and resolved without any further unnecessary delays. I need a concrete answer and a definite refund date, not another request to wait.
XZ
Xolani Z's updateReviewer Update
28 Aug 2026, 09:05Your latest response raises a very serious concern. You have stated that my refund has now been processed and will reflect in my account within another 7–10 working days. If that is the case, please explain what happened to my refund between 15 August 2026, when my order was cancelled, and today.
Does this mean that my refund was not actually processed from 15 August 2026, despite me waiting all this time and repeatedly following up?
If the refund was already processed on 15 August, then why am I being told today that it has been processed and that I must now wait another 7–10 working days?
And if it was only processed today, then I need an explanation as to why Rain took this long to process it, especially when your stated refund turnaround time is 7 working days and I am already on the 10th working day. Please clarify this in writing:
1. On what exact date was my R1,145.00 refund actually processed?
2. If it was processed today, why was it not processed earlier?
3. Why am I now being given another 7–10 working days to receive money that has already been outstanding since 15 August?
4. Please provide the proof of refund and the refund transaction/reference number.
I do not accept simply being told to wait another 7–10 working days without an explanation. I have already waited beyond your stated processing timeframe. I need a clear and honest explanation of what happened to my refund from 15 August until now.
Regards,
Xolani
Does this mean that my refund was not actually processed from 15 August 2026, despite me waiting all this time and repeatedly following up?
If the refund was already processed on 15 August, then why am I being told today that it has been processed and that I must now wait another 7–10 working days?
And if it was only processed today, then I need an explanation as to why Rain took this long to process it, especially when your stated refund turnaround time is 7 working days and I am already on the 10th working day. Please clarify this in writing:
1. On what exact date was my R1,145.00 refund actually processed?
2. If it was processed today, why was it not processed earlier?
3. Why am I now being given another 7–10 working days to receive money that has already been outstanding since 15 August?
4. Please provide the proof of refund and the refund transaction/reference number.
I do not accept simply being told to wait another 7–10 working days without an explanation. I have already waited beyond your stated processing timeframe. I need a clear and honest explanation of what happened to my refund from 15 August until now.
Regards,
Xolani
XZ
Xolani Z's update28 Aug 2026, 09:05
Reviewer Update
Your latest response raises a very serious concern. You have stated that my refund has now been processed and will reflect in my account within another 7–10 working days. If that is the case, please explain what happened to my refund between 15 August 2026, when my order was cancelled, and today.
Does this mean that my refund was not actually processed from 15 August 2026, despite me waiting all this time and repeatedly following up?
If the refund was already processed on 15 August, then why am I being told today that it has been processed and that I must now wait another 7–10 working days?
And if it was only processed today, then I need an explanation as to why Rain took this long to process it, especially when your stated refund turnaround time is 7 working days and I am already on the 10th working day. Please clarify this in writing:
1. On what exact date was my R1,145.00 refund actually processed?
2. If it was processed today, why was it not processed earlier?
3. Why am I now being given another 7–10 working days to receive money that has already been outstanding since 15 August?
4. Please provide the proof of refund and the refund transaction/reference number.
I do not accept simply being told to wait another 7–10 working days without an explanation. I have already waited beyond your stated processing timeframe. I need a clear and honest explanation of what happened to my refund from 15 August until now.
Regards,
Xolani
Does this mean that my refund was not actually processed from 15 August 2026, despite me waiting all this time and repeatedly following up?
If the refund was already processed on 15 August, then why am I being told today that it has been processed and that I must now wait another 7–10 working days?
And if it was only processed today, then I need an explanation as to why Rain took this long to process it, especially when your stated refund turnaround time is 7 working days and I am already on the 10th working day. Please clarify this in writing:
1. On what exact date was my R1,145.00 refund actually processed?
2. If it was processed today, why was it not processed earlier?
3. Why am I now being given another 7–10 working days to receive money that has already been outstanding since 15 August?
4. Please provide the proof of refund and the refund transaction/reference number.
I do not accept simply being told to wait another 7–10 working days without an explanation. I have already waited beyond your stated processing timeframe. I need a clear and honest explanation of what happened to my refund from 15 August until now.
Regards,
Xolani