Urgent Request: Cancellation, Refunds, and Router Collection

Hi Rain,

Thanks for your response. Kindly look on the notes under my profiles for the email addresses provided:

• The ****** router has #616370 - ***.
• The recently canceled router has #615387 - ***.

Firstly. Kindly listen to the calls made on these dates

1. 22 August 2024 (~ 12h26 or 12h32) - where I first with Refilwe to report the router ****** and requesting cancellation of service. She also escalated to billing to arrange the AOD.
2. 30 August 2024 (~ 12h24 I spoke with Shrilanka and his TM; ~ 15h04 I spoke with Nolly who escalated the matter to her TM to escalate to billing and promised a TAT of 24hrs to resolve the matter)
3. I phoned again on 1 September but didn't note the events of that call.
4. 02 October 2024 (~ 11h43 & 11h51 & again ~ 17h30) I spoke to Funeka who confirmed no cancellation but usage on the router. I explained that the router is ****** and I don't have control of how it is used by whoever stole it from me, and that it was no longer in my possession and don't know who stole it. She also promised a TAT of 24hrs to resolve the matter.
5. 04 October 2024 (~ 8h47 & 8h58) I spoke to Lisa and Kashim. They also forwarded the matter to the TL.

Secondly, look at the chain of emails I have been in communication with Customer Care, Tasreeq Osman (from 02 September 2024), and the AOD/Collections department to arrange cancellation of ****** router and AOD arrangement; and recently spoke with Sizwe to cancel and stop debit orders for both routers. There are too many email references to quote, but look at the following:

1. #***2 - help is on its way.
2. #***3 - help is on its way.
3. #***9 - rain support incoming call.
4. #***5 - help is on its way.
5. #***3 - rain billing support.
6. #***1 - help is on its way.
7. #***7 - help is on its way.
8. #***9 - rain support incoming call.
9. #***7 - Snowflake-Voice ***.
10. #***1 - rain billing support.
11. #***4 - rain cancellation support MSISDN #***.
12. #***8 - rain billing support.
13. #***6 - rain billing support.
14. #***9 - rain cancellation support MSISDN #***.
15. #***6 - rain cancellation support MSISDN #***.
16. #***8 - rain general support.
17. #***0 - rain support outgoing call.
18. #***4 - help is on its way.

I truly hope that this helps, and that helps is truly on its way this time around.

Thank you,
Xolani.

Good morning,

Thanks for your response and assistance. The are incorrectly stated, please double-check again. I made four R666.66 payments, I think it should be the other way around.

Kindly recheck, or provide me with an email address of where I can send proof of payments.

With the multiple payments that went on, kindly also check and double-check the amounts to avoid any errors.

Thanks.

*Grammar correction on my previous message: the amounts are correct, but incorrectly stated.

• R1333.32 should be the balance
• R2666.68 towards the four payments I paid already.

Thanks.

Please, when doing this billing reconciliation for my account. Kindly provide accurate information to avoid errors and back and forth. Thank you 🙏🏾

Hi Rain,

That's inaccurate. I made four payments. Can you share an email for me to forward you the proof of payments please.

Thanks.

Can someone please intervene, I don't trust the credibility and accurate of Rain looking into this matter. I'm very disappointed at the service at this point. Even on HelloPeter, they still fail to do the right thing. All I ask is accuracy please when they give me feedback. Thanks.

Hi Rain,

I've forwarded the POPs. Please confirm if you have received them all.

Kindly give accurate feedback and information each time we communicate please. I'm not enjoying the back and forth and the error made, I hope you understand, thank you.

Regards,
Xolani.

Hi Rain,

No, the statements and payments are not linked to the Rain account but the bank account I used to make the payments is linked to that Rain account.

The Rain AOD department provided me with a bank account for me to make the payments/deposits. It's the merchant bank account that I paid into, as per details and instructions in the AOD.

Thanks.

Hi Rain,

Issue 1 - Multiple debit orders, AOD outcomes and feedback, and account reconciliation for router#616370: I haven't received any updates from your end. I'm following up to get an update from you regarding the multiple payments from my bank account and payments I made towards the AOD.

Kindly confirm when you will finish with reconciling my account, provide me with feedback, and us concluding this matter. Please advise of your turnaround time.

Issue 2 - Service cancellation and collection of router for router#615387: I would like to confirm that the couriers came to collect the router from me today. As it stands, from today, I don't have any item belonging to Rain in my possession.

Trusting that both accounts are now deactivated, services cancelled, and debit orders stopped.

Regards,
Xolani.

Dear Rain,

Following up on this case as I haven't had any feedback / conclusion and way forward.

Thanks,
Xolani.

Dear Rain,

I'm following up to check on progress and get feedback. Kindly note this is my last message to send following up on this matter. Should I not get any feedback and report from you regarding consolidating the ****** router account, concluding this matter, and providing way forward by the end of this week (or early next week), then I'm left without any choices but to further report the matter to the correct ombudsman. Please provide a turnaround time, so that I know when to expect feedback, instead of us leaving the matter hanging without any communication.

All I need is closure and for us to correctly settle the matter in black and white. Thanks for understanding.

Regards,
Xolani.

Refund Request – R319.94

Dear rain,

I hope you are well.

To conclude this matter, I am writing to request a refund of R319.94, which rain owes me. Below is a detailed breakdown of my payments and the reason for my request.

CONTEXT
I had two routers from rain, each costing R595.00 per month. For clarity, I will refer to them as Router 1 and Router 2.

In August 2024, my property was broken into, and Router 1 was ******. On 20 August 2024, I reported the theft to rain and requested the account be deactivated. Rain sent me an Acknowledgment of Debt (AOD) agreement, which I signed and returned on 3 September 2024. The agreement stated that I would pay a replacement fee of R4,000 over six months (R666.66 per month) from September 2024 to March 2025.

Meanwhile, I continued using Router 2 until I canceled my rain service on 1 February 2025, and rain collected the router from me on 5 February 2025.

PAYMENT BREAKDOWN
After reviewing my bank statements today for the period from September 2024 to February 2025, I found that rain owes me R319.94. Here is a summary of payments made and refunds received:

ROUTER 1 (PAYMENTS)
Payments made:
- 01 Oct: R666.66 (EFT for AOD)
- 15 Oct: R666.66 (EFT for AOD)
- 02 Nov: R518.23 (bank debit order)
- 16 Nov: R666.66 (EFT for AOD)
- 21 Dec: R666.66 (EFT for AOD)
- 31 Dec: R904.98 (bank debit order)
- 31 Dec: R119.00 (bank debit order)
- 31 Dec: R119.00 (bank debit order)
- 01 Feb: R595.32 (bank debit order)

Refunds received from Rain:
- 18 Nov: R85.00
- 21 Nov: R518.23

ROUTER 2 (MONTHLY SUBSCRIPTION PAYMENTS):
- 02 Sep: R595.00 (bank debit order)
- 01 Oct: R594.99 (bank debit order)
- 01 Nov: R595.01 (bank debit order)
- 01 Dec: R595.00 (bank debit order)
- 31 Dec: R595.00 (bank debit order)
- 01 Feb: R595.00 (bank debit order)

CONCLUSION
Router 2: All payments are in order.
Router 1:
- Total paid towards AOD: R2,666.64
- Remaining amount owed for AOD: R1,333.36
- Total funds deducted from my bank account after reporting Router 1 ******: R1,653.30
- Refund due to me: R319.94 (R1,653.30 - R1,333.36)

Since I received no guidance from rain on this matter, I request that the remaining AOD balance (R1,333.36) be deducted from the extra payments already made, and the excess amount (R319.94) be refunded to me.

REQUEST TO RAIN TO FINALISE THIS MATTER
1. Confirm the transaction details above.
2. Provide me with a paid-up letter for the AOD.
3. Confirm that both routers have been fully cancelled and that no further deductions will be made from my bank account, as I will be watching my bank account tomorrow for any unauthorised deductions.

I appreciate your prompt response and assistance in concluding this matter.

Best regards,
Xolani.