Unacceptable Service and Billing Disputes

I am compelled to share my extremely disappointing experience with Rain, which has resulted in significant inconvenience and frustration for my entire household.

The Promise vs. Reality On August 11th, I contacted Rain to request their advertised "free" upgrade from a 4G modem to their new Rain Go 5G modem. During this call, I was explicitly assured that: - I would only need to pay a pro-rata amount of R40 for the premium increase (from R599 to R619) - I would not be double-debited as long as I cancelled the old device upon receiving the new one - I would receive a voucher for upgrading - This was clearly communicated and I paid the R40 immediately

When I later called to follow up, the next agent knew nothing about the promised voucher - yet another example of Rain's inconsistent service and unfulfilled promises.

Where Everything Went Wrong Despite following their instructions exactly, on September 1st, Rain debited both R599 AND R619 from my account - directly contradicting their initial promise. When the debit order failed due to this incorrect amount, they immediately cut my network coverage.

Adding insult to injury, when I received the new device and tried to return the old one to their depot, I was met with a rude staff member who refused to accept it simply because the store was closing in 30 minutes. When I arranged for them to collect the device instead, it took them TWO WEEKS to retrieve it - and now they expect me to pay for having the device during those two weeks when I wasn't even allowed to return it in the first place!

The Runaround Begins What followed was weeks of unacceptable service: - Multiple calls to their billing department with no resolution - Repeated promises to "escalate" my ticket with increasing levels of "urgency" - from standard to "urgent" to "immediate urgency" - Constant assurances that someone from "billing internal" would contact me within a day - Zero follow-up or communication from their internal team - No one empowered to actually resolve the billing error they created

Real-World Impact This wasn't just an inconvenience - it had serious consequences: - Family members who work from home were unable to connect to WiFi for several days - Lost productivity and income due to Rain's billing error and service interruption - Countless hours spent on hold and explaining the same situation repeatedly

Unacceptable Business Practices Rain's approach to customer service is fundamentally flawed: 1. They make promises they don't honor (billing terms AND promised vouchers) 2. Their billing system contradicts what their sales staff commits to 3. They punish customers for their own errors by cutting service 4. They have no effective dispute resolution process 5. They provide empty promises and false hope instead of actual solutions 6. Their depot staff are rude and unhelpful 7. They charge customers for delays caused by their own poor service (2-week collection delay) 8. Different agents have no knowledge of previous commitments made

Would I Recommend Rain? Absolutely not. A company that cannot honor basic commitments, resolve their own billing errors, or provide functioning customer service should not be trusted with your connectivity needs. The stress, wasted time, and impact on my family's ability to work has been completely unacceptable.

Save yourself the frustration and choose a provider that actually stands behind their promises and has competent customer service systems in place.