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mZ
martin Z

1 reviews | Active since Jun 2025

13 Jun 2025, 10:22

Unresolved Billing Complaint – 7 Days with No Response

It has now been a full seven days since I submitted a billing complaint, and despite an initial acknowledgment, I have received no further updates or resolution. Yet, your team continues to send payment requests for my router. This is completely unacceptable.

Your lack of follow-up clearly shows a disregard for customer support, and it’s evident that your focus is solely on collecting payments rather than resolving issues. If it weren’t for my reliance on your service to work from home, I would have cancelled my contract already — and I still may, should this continue.

This experience has shown me that RAIN is operating in a manner that feels unprofessional and unreliable. I strongly regret signing up with your company and would not recommend RAIN under any circumstance.

I expect immediate feedback and a resolution to this matter. Consider this my final attempt before escalating the issue through formal consumer protection channels.

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Replies (4)
Rain
Rain's reply13 Jun 2025, 10:36
Official
Hi Martin,

Thank you for bringing your complaint to our attention, we're sorry to hear this has been your experience.

We are looking into your billing query, and we'll assist shortly.

Regards,
rain.
mZ
martin Z's update13 Jun 2025, 10:41
Reviewer Update
Thank you for the response. However, I must express that a generic message stating you'll "assist shortly" is not acceptable at this stage. This issue was first raised over a week ago, and I’ve received no meaningful communication or action since. Meanwhile, your system continues to request payments from me — despite the billing dispute remaining unresolved. I expect a clear update on the investigation, including the exact nature of the issue and when I can expect a full resolution. I also request confirmation that no further payment demands will be issued until this matter is properly addressed. If I do not receive a satisfactory resolution within the next 48 hours, I will escalate this complaint to relevant consumer protection authorities and take it public via formal channels.
mZ
martin Z's update13 Jun 2025, 10:53
Reviewer Update
Thank you for the update, but I must reiterate my dissatisfaction with the lack of urgency and clarity regarding this matter. You’ve now confirmed that the issue has been passed to the accounts department, but you've provided no timeline for when I can expect a resolution. Additionally, there has been no confirmation that payment requests or potential service interruptions will be paused while this matter is being investigated. To avoid further escalation, I am requesting the following:
  1. A clear deadline for when I can expect this issue to be resolved.
  2. Confirmation that no payment demands or service disruptions will occur until the dispute is fully resolved.
  3. Written acknowledgement that this delay is due to an internal issue on your end, not mine.
If I do not receive a firm resolution or these assurances within 48 hours, I will proceed to lodge a formal complaint with the National Consumer Commission (or ICASA) and make this situation public via consumer forums and social media. This matter has been ongoing for too long, and I expect it to be handled with the seriousness it deserves.
mZ
martin Z's update13 Jun 2025, 15:27
Reviewer Update
Thank you for your prompt assistance and for rectifying my account. I appreciate the clarification regarding the payment and the confirmation that my services are active. I’m grateful for your support and efficient handling of the matter. Kind regards,
Martin