Unresolved Network Issues, Account Dispute, and Refusal to Provide Statements

I am lodging a formal complaint against Rain South Africa regarding ongoing service failures, billing disputes, and refusal to provide my personal account information.

For several months, I have experienced persistent network issues on my home account. Despite logging multiple support tickets and being issued reference numbers, none of these matters have been resolved. There has been no meaningful feedback or improvement in service, which is unacceptable for a paid service.

More concerning is that my account has now been paused by Rain on the basis that it is allegedly in arrears. However, I dispute this claim. I have repeatedly requested a full financial statement from my date of sign-up, as well as a detailed record of all support tickets logged on my account, in order to verify these charges.

Rain has refused or failed to provide this information.

This conduct is in direct conflict with my rights under South African law. In terms of the Consumer Protection Act (CPA), I am entitled to fair, transparent, and accountable service, including clear and accurate billing. Furthermore, under the Promotion of Access to Information Act (PAIA), I have the right to access my personal information held by a company, including billing records and account history.

Rain’s failure to:

Resolve ongoing network issues Provide adequate customer support or feedback Supply requested account and billing records Justify the alleged arrears before suspending my service

is unacceptable and potentially ********.

This is my home internet account, and the suspension of service has had a direct negative impact on my household.

I formally demand the following:

A complete financial statement from my date of sign-up A full record of all support tickets logged on my account Written justification of the alleged arrears Immediate resolution of the ongoing network issues Restoration of my service pending resolution of the billing dispute

If this matter is not addressed urgently, I will escalate it to the relevant regulatory bodies, including the National Consumer Commission and ICASA.

Rain must take accountability and comply with its legal obligations to customers.