𝗙𝗼𝗿𝗺𝗮𝗹 𝗖𝗼𝗺𝗽𝗹𝗮𝗶𝗻𝘁 & 𝗨𝗿𝗴𝗲𝗻𝘁 𝗖𝗮𝗻𝗰𝗲𝗹𝗹𝗮𝘁𝗶𝗼𝗻 – 𝗨𝗻𝗮𝘂𝘁𝗵𝗼𝗿𝗶𝘀𝗲𝗱 𝗗𝗲𝗯𝗶𝘁𝘀 𝗮𝗻𝗱 𝗙𝗮𝗶𝗹𝘂𝗿𝗲 𝘁𝗼 𝗔𝗰𝘁𝗶𝗼𝗻 𝗖𝗮𝗻𝗰𝗲𝗹𝗹𝗮𝘁𝗶𝗼𝗻 - 𝗖𝗹𝗶𝗲𝗻𝘁: 𝗠𝗶𝘀𝘀 𝗣𝗼𝗼𝗹𝗲 ***x

Dear rain Complaints Team,

I am writing to formally lodge a complaint regarding my recent experience with your service, which I find deeply concerning and unacceptable.

I subscribed to your service in March and paid online for installation and initial usage. However, upon receiving and activating the service, I quickly discovered that it was not fit for my needs — specifically, I was unable to upload videos or perform essential work-related tasks.

I contacted your support team shortly thereafter and clearly communicated that the service would not work for me and that I wished to cancel. Despite this, my request was not actioned.

To make matters worse, I have since discovered that attempts have been made to debit my bank account — details which I did not authorise for debit purposes. I made a once-off online payment and at no point provided consent for recurring debits. This is extremely concerning and raises serious questions regarding your billing practices and use of customer financial information.

I have since made further attempts to resolve this, including phone calls and emails. During these interactions, I have been met with what I can only describe as dismissive, repetitive, and at times arrogant responses, with no meaningful effort made to resolve the matter.

I am now being told that:

I cannot cancel my service until I pay a full month’s instalment I owe for a period during which I had already requested cancellation My concerns are effectively being ignored This is unacceptable.

For clarity:

I paid just over R400 in March for usage up until 20 April My service was cancelled on or around 20 April I had already requested cancellation prior to this date I am being charged for a service I explicitly stated I did not want and could not use Additionally, I have now received communication regarding a price increase, despite only having activated the service in March — further compounding my dissatisfaction.

At this stage, I require the following to be addressed immediately:

Written confirmation that my service has been cancelled in full Immediate cessation of any and all debit attempts on my account Reversal of any unauthorised debits (if processed) Waiving of any outstanding charges being incorrectly app**** A clear explanation as to how my banking details were used for debit purposes without my authorisation This matter has already caused unnecessary stress and frustration, and I find the lack of urgency and accountability from your team appalling.

Should this not be resolved promptly, I will have no hesitation in escalating this matter further through the appropriate consumer protection and regulatory channels.

I expect a prompt and professional resolution.

This matter is being formally escalated to ICASA and the National Consumer Commission due to unauthorised debits and failure to action cancellation.