Rain offers only a lack of service

I AM hoping that you might be able to assist me. More than three weeks ago, I bought a 5G package offered by Rain and have not been able to use the product. I have been trying to get the matter resolved, with no luck.

I received the package on May 7, and tried to connect the router as instructed. It didn’t work. I tried phoning the company for support, but the telephone number given referred me to their live support online. Due to the lockdown, the call centre was closed and only the online support was available. I tried emailing Rain numerous times over the span of a week and a half, but received no response.

Finally, when they did respond, at an email a day, I was told to adjust some settings they sent me, double check that my area was covered for 5G and send them photos of the results from the online speed test. I did all that they said, but nothing worked. I sent them the results from the online speed tests and explained that I still had a problem. There was no response.

For the past week, I have been asking for a refund. It’s pointless keeping the device when I can’t connect, I get shoddy service, and the very few times someone does reply via email, it’s of no help.

Finally, yesterday I received an email asking where they could arrange for their device to be picked up. I responded that they could fetch the device at any time and again asked for confirmation that they would refund me, collect their product and cancel my subscription. I have yet to receive a response.

I will forward the emails, just to prove how often I had contacted them asking for help, and what their lack of helpfulness and intermittent responses were.

The above is the situation in a nutshell. I can understand there would be some delays due to the lockdown, but I cannot understand a company selling an essential service accepting new orders, processing payments, making deliveries and just not offering support or care for their customers.

Hope you are able to help. It would be unfair of the company to charge me, considering I haven’t been able to use it.

They have sent me an invoice stating that I owe them money, not sure how they figure that as I paid the R699 when I placed my order and asked to cancel the service within the second week as I could not use it and have not been able to use the service, they have no right to charge for June as the device was returned in May.

I have been trying to reach them on a daily basis with no success.