Unfair Billing, Poor Service & Lack of Accountability from Rain

I have been a loyal Rain customer for a few years, but my experience over the past few months has been extremely disappointing and frustrating.

On 1 July, my home was tragically destroyed in a fire, and I lost everything—including my Rain router. I informed Rain about the situation, only to be told I would need to pay for the router, despite never having been informed that it remained Rain’s property. That alone was upsetting, but what followed was even worse.

Prior to the fire, in June, I had already contacted Rain to inform them that the service was non-functional for the entire month. Their local tower was down, and I had to move around constantly just to try and get a signal—something no customer should have to do. I clearly stated that I should not be charged for a service I did not receive.

Despite this, Rain continued to debit my account, even after the router cost was recovered. I have sent multiple emails to Amanda Hlushani, who repeatedly asked for statements. I provided these, but she continued to claim they were not the correct ones. I even asked her to look at Rain’s own records—surely if Rain can track who owes them money, they can also track who they are debiting without justification.

To this day, Rain has:

Failed to cancel or pause my account despite the fire.

Continued to bill me for services not rendered.

Provided poor communication and unhelpful customer support.

Not refunded me for the months wrongly charged.

This is not acceptable. I expect:

A full refund of all incorrect deductions.

Immediate cancellation of my account.

Written confirmation that my billing has been stopped.

Rain’s service and customer support have been incredibly disappointing during a very difficult time in my life. I hope this public complaint prompts them to finally take appropriate action.