Unacceptable service from Rain (Network support team)

Hi,

I would like to report my disappointment towards Rain. Being a loyal customer for over 3 years I have received the worst service (actually) no service at all from the NeTwork System report team.

From Saturday 8th June we have been experiencing technical difficulty no network from Rain (NOT PICKING UP 4G). I thought it might me a tower problem and left it, the next day Sunday problem persisted and I then reported this matter on the support line. Then I got told to change APN settings (rain small letters) and it will work. I asked the representative to stay on the to see if it actually works. Unfortunately not, he said he have escalated it but someone will get back to me ASAP.

Used two difderent devices (ensuring not my devices that were faulty).

Called again on Sunday, they said it is weekend they are understaff and I should just remain calm and wait to be called.

On Monday followed up again and they said they have escalated again. At 12:00 I called again, with the rude gentleman telling me the system offline there is nothing that he can do I should call back in 2 hours time. Logged a complaint on Facebook messenger. They rep**** with a message that was not useful and I rep**** saying it is still not working,still not rep****...

Promblem - no 4G OR SIGNAL BARS.

On Tuesday I called to say it is still not working (the representative) said it is suppose to be working on their side it is fine. When I again informed them it Is NOT FINE. They said I should remove sim card and reinsert after a hour it should work. Then after a hour it was still not working, the lady put me on hold for minutes. Then dropped the line, called back still transferred to her she heard it was me and did not respond could hear the people in the background chatting. (please listen to voice recordings)

After the the 16th/17th call a gentlemen said to me that I am connected to a tower far from. E and should be connected to one closer(how am I suppose to know this?)

Then they recommended that I should rather drive to the nearest Rain store (1 hour and half away) to do a sim swop they can't say how long it is still going to take for the technical (escalation team) to call me. Which is completely unacceptable.

Asked to be put through to manager and all that was said they are in meeting. I asked then for an email and this email was given.

I have already spend R1000 om data and your premium fee of R535 this month because of your incompetency.

Now the representative says it can take up to 72 hours just for the technical team to tell me also that I should get a sim swop which can take 3-5 working days.

I work remotely and now this?

Completely unacceptable!

I expect feedback ASAP.

Regards

Elmarie Janse van Rensburg *** ***