Worst assistance ever

Good Day

I need urgent assistance with my rain account, since this morning NO ONE at rain has been able to give me proper assistance regarding my account. Rain is very quick to state that they do not offer Contracts only subscriptions, which is awesome and also it is very clear that your subscription is paid forward, no payment no internet access, which is also great. Not according to one of the three agents I had to take to today. None of the three agents even tried to give proper assistance, my calls were dropped all 3 times, the attempted call backs were absolutely useless, as soon as I answered the call was dropped again. So I need someone to give PROPER assistance regarding this matter and I need a response in WRITING. This is my problem... For the month of September we were not able to pay our Rain subscription due to financial difficulties and as per the Term and Conditions our internet stopped working on the 2nd of September, this is fair, all fine and well and we were prepared for this as again we could not afford our monthly subscription. So on the 25th of September our account was debited for the amount of R795.00 which was all good as now we expected that obviously our account is paid forward!!! Our internet access returned on the 25th of September BUT bombs away on the 2nd of October our Internet access was again stopped? So according to the FAQ's on my Rain app AS WELL, a Rain subscription is paid in advance as per below screenshot for my phone...

So when our internet stopped working last night we could not understand why.So hence my first call to Rain this morning after no success last night. So the very first lady I spoke to this morning kept on telling me that although our subscription for September was not paid we still had use of our Internet and she mailed me the most unprofessional mail ever, a list of nonsense, the only thing I could understand is the dates, a list of Data usages. Now this is the first thing that breaks my brain, our Internet access was suspended due to non-payment???? Yes!! So how is the fact that there was any access during the month of September my fault?? I can understand that we had access on the 1st and from the 25th seeing as a payment was made on the 25th. For all dates in between it is not my fault if there was access, that is a Rain problem. Another strange thing about this so-called fabulous list is that our router was unplugged for most of the month as our TV tried to connect to the router but we DID NOT have access, so we just unplugged the router. Again paying forward the amount deducted on the 25th of September should now be the payment forward for the next month.

At this point my first call got cut, a very unsuccessful second attempt was tried with a VERY RUDE gentleman who barely had the decency to explain why I could not speak to the same person I spoke to before and then telling me JA, SO, JUST GO ON! Just so that the line conveniently was dropped again. I can not for the life of me understand why anyone with a nerve length as a salt grain is allowed to work with any other form of humanity. Then came call number 3, now this lady actually tried for a full time length of 1 minute to listen to me until I said that this is it, I want to now cancel my Rain subscription completely. Now I was told that MY Rain subscription works completely differently, because my subscription is paid in arrears. I use the Internet first AND THEN I pay!!!! And this is apparently because I joined Rain before October 2022. This is absolute ****. In the Terms and Conditions on the Rain website it clearly states that payments are ALWAYS UPFORNT, as per below shot from the Rain website. Now this is the latest Terms and Conditions. And guess what, these Terms and Conditions were uploaded to the website on the 28th of November 2018!! 2018! Yes, even before the 2022 date that the agent mentioned. Strange that the official website stated ALWAY UPFRONT since November 2018 and not only after October 2022. Here is the rest of my proof that my subscription is paid forward;My Rain account was created and I joined Rain on the 23rd of April 2021 and my first payment was made on the 26th of April 2021 as per my bank statement below. I ONLY received the router on the 30th of April, this was also the first time I logged a call with a problem to Rain because 6 hours after the router was plugged in it was not working, but the SIM still had to be activated seeing as the RICA only happened that day as I received the router that day, again as per my support log below.Again according to the website Terms and Conditions loaded on the 28th of November 2018 the Subscription begins on the ACTIVATION DATE, the date the SIM card is activated??So if I received the router on the 30th of April and the Sim Card is activated on that date and my Internet Access only started on the 1st of May and my first payment was made BEFORE the date my access started it clearly means that my subscription is INDEED PAID FORWARD. This is also why I actually have an Invoice for April 2021 seeing as my subscription only started on the 1st of May 2021. So as clearly the Rain subscription is paid forward, as the Rain website and app also states it shows that my payment that was made on the 25th of September 2024 was made for the month of Oktober 2024. For the month of September 2024 no Subscription payment was made and we did not have internet access, which was perfectly fine, but still our access was switched off again yesterday only 7 days after making payment. If there was any access allowed from Rain side during this month of September it is not my fault, that is Rain's fault. But now Rain keeps on trying to deduct our bank account and still shows the account in arrears even though a subscription for the month of October was made. ALTHOUGH THIS IS NOT A CONTRACT BUT A SUBSCRIPTION. So clearly this entire Rain plan is one big LIE! And I no longer want anything to do with Rain! This HUGE problem I have under going can clearly only be resolved in one of two ways.Firstly; my Internet access gets switched back on until the 25th of October and the cancellation becomes active from the 26th. Secondly; Rain *****s our R795.00 paid on the 25th of September for so-called usages in September and this agreement is Cancelled immediately. Arrange for the pick up of your router and I am done with Rain!!!

-- Marisa Botha