Urgent Complaint – No Access After Payment | *** | 19-Hour Unlimited Off-Peak Plan

I am writing to formally raise a complaint regarding my ongoing issue with Rain's service.

I paid for the 19-Hour Unlimited Off-Peak Plan on the 2nd of July 2025, yet I have not had any internet access since that date. Despite numerous requests for assistance, I am still without service three weeks later.

I was issued Reference Number #***5 in the first week, and have spoken to both Sam and Leila via AskRain. Each time I am told the issue has been escalated, and that I will receive feedback or a callback — but no one has followed up with me, and the matter remains unresolved.

I am now being told that I must top up because there is "no data or minutes" on the sim — but this is completely unreasonable, as I have not been able to use the sim at all since the day I paid. Rain is essentially telling me to pay again for a service that was never delivered in the first place.

To make matters worse, I am likely going to be billed again at month-end, for a service I have not had access to for a full month. This is unacceptable.

I am requesting:

Immediate reactivation or resolution of my sim and internet service.

A full credit or refund for the period I have been unable to use the service.

Written confirmation that no further billing will take place until the issue is resolved and I have full access to my plan.

This has been a frustrating and unfair experience. Please escalate this and treat it with the urgency it deserves.