MB
Melissa B
1 reviews | Active since Jul 2022
01 Jul 2022, 20:54
Anything But Cool
To say I am terribly disappointed is an understatement!
Customer service at Cool Ideas is atrocious or non-existent with generic responses to your complaints. I work from home and the line speed is continuously dipping.
We have experienced no internet connectivity for more than 24 hours at a time and Cool Ideas blames Vumatel.
Today was the last straw as the internet down for 7 hours and they blamed Vumatel again. This is absolute ******* as our whole area confirmed that Vumatel was running fine even our tenant on the property uses Cool Ideas and he had no issues at all.
We have given notice today, 1 July 2022, and we have been told our notice expires at the end of August 2022. What the hell is the definition of 1 months calendar notice?
We will definitely be taking this matter further with ICASA and our attorney should Cool Ideas not resolve this.
Helpful (0)
Replies (2)0
Replies (2)
Cool Ideas Service Provider's replyOfficial
02 Jul 2022, 08:55 Good day Melissa,
Thank you for your feedback, and apologies for the inconvenience caused.
Our support team will be in contact soon.
Your patience and understanding are much appreciated.
Kind Regards,
Cool Ideas
Thank you for your feedback, and apologies for the inconvenience caused.
Our support team will be in contact soon.
Your patience and understanding are much appreciated.
Kind Regards,
Cool Ideas
Cool Ideas Service Provider's reply02 Jul 2022, 08:55
Official
Good day Melissa,
Thank you for your feedback, and apologies for the inconvenience caused.
Our support team will be in contact soon.
Your patience and understanding are much appreciated.
Kind Regards,
Cool Ideas
Thank you for your feedback, and apologies for the inconvenience caused.
Our support team will be in contact soon.
Your patience and understanding are much appreciated.
Kind Regards,
Cool Ideas
MB
Melissa B's updateReviewer Update
29 Aug 2022, 12:29Good day
We received the below correspondence from Nonhlanhla form Cool Ideas:
Nonhlanhla MosalaStaff - 04/07/2022 7:43 AM
Good day
Trust this email finds you well.
Kindly note that your Vumatel line at 9 Gowing Street, Hamberg will be released at midnight on 31/7/2022.
Your cancellation reference number is: VC-***.
Please kindly reply to this email, should you wish to retract your termination request. Please be advised that the cut-off date for a retraction is the 20th of the month in which your line will terminate. You might be billed a retraction fee, should you request a retraction after this date. This varies depending on your fibre provider & our cancellations team will advise whether the retraction can occur without a re-connection fee being billed.
Cancellation requests may not be retractable, depending on how far the order has progressed with the FNO. Your request will be reviewed & we will advise if the retraction can be actioned without paying a re-connection fee.
We have now received new correspondence from Nonhlanhla:
Nonhlanhla MosalaStaff - 27/08/2022 10:30 AM
Good day
Trust this email finds you well , correct date .
Kindly note that your Vumatel line at 9 Gowing Street, Hamberg will be released at midnight on 31/8/2022.
Your cancellation reference number is: VC-***.
Please kindly reply to this email, should you wish to retract your termination request. Please be advised that the cut-off date for a retraction is the 20th of the month in which your line will terminate. You might be billed a retraction fee, should you request a retraction after this date. This varies depending on your fibre provider & our cancellations team will advise whether the retraction can occur without a re-connection fee being billed.
Cancellation requests may not be retractable, depending on how far the order has progressed with the FNO. Your request will be reviewed & we will advise if the retraction can be actioned without paying a re-connection fee.
I cannot understand the level of customer service at Cool Ideas.
We gave the correct notice period for the line to be discontinued on 31 July 2022.
Why must I be billed for an additional month and I did not make use of Cool Ideas services.
This must be rectified immediately or I will approach ICASA to intervene.
We received the below correspondence from Nonhlanhla form Cool Ideas:
Nonhlanhla MosalaStaff - 04/07/2022 7:43 AM
Good day
Trust this email finds you well.
Kindly note that your Vumatel line at 9 Gowing Street, Hamberg will be released at midnight on 31/7/2022.
Your cancellation reference number is: VC-***.
Please kindly reply to this email, should you wish to retract your termination request. Please be advised that the cut-off date for a retraction is the 20th of the month in which your line will terminate. You might be billed a retraction fee, should you request a retraction after this date. This varies depending on your fibre provider & our cancellations team will advise whether the retraction can occur without a re-connection fee being billed.
Cancellation requests may not be retractable, depending on how far the order has progressed with the FNO. Your request will be reviewed & we will advise if the retraction can be actioned without paying a re-connection fee.
We have now received new correspondence from Nonhlanhla:
Nonhlanhla MosalaStaff - 27/08/2022 10:30 AM
Good day
Trust this email finds you well , correct date .
Kindly note that your Vumatel line at 9 Gowing Street, Hamberg will be released at midnight on 31/8/2022.
Your cancellation reference number is: VC-***.
Please kindly reply to this email, should you wish to retract your termination request. Please be advised that the cut-off date for a retraction is the 20th of the month in which your line will terminate. You might be billed a retraction fee, should you request a retraction after this date. This varies depending on your fibre provider & our cancellations team will advise whether the retraction can occur without a re-connection fee being billed.
Cancellation requests may not be retractable, depending on how far the order has progressed with the FNO. Your request will be reviewed & we will advise if the retraction can be actioned without paying a re-connection fee.
I cannot understand the level of customer service at Cool Ideas.
We gave the correct notice period for the line to be discontinued on 31 July 2022.
Why must I be billed for an additional month and I did not make use of Cool Ideas services.
This must be rectified immediately or I will approach ICASA to intervene.
MB
Melissa B's update29 Aug 2022, 12:29
Reviewer Update
Good day
We received the below correspondence from Nonhlanhla form Cool Ideas:
Nonhlanhla MosalaStaff - 04/07/2022 7:43 AM
Good day
Trust this email finds you well.
Kindly note that your Vumatel line at 9 Gowing Street, Hamberg will be released at midnight on 31/7/2022.
Your cancellation reference number is: VC-***.
Please kindly reply to this email, should you wish to retract your termination request. Please be advised that the cut-off date for a retraction is the 20th of the month in which your line will terminate. You might be billed a retraction fee, should you request a retraction after this date. This varies depending on your fibre provider & our cancellations team will advise whether the retraction can occur without a re-connection fee being billed.
Cancellation requests may not be retractable, depending on how far the order has progressed with the FNO. Your request will be reviewed & we will advise if the retraction can be actioned without paying a re-connection fee.
We have now received new correspondence from Nonhlanhla:
Nonhlanhla MosalaStaff - 27/08/2022 10:30 AM
Good day
Trust this email finds you well , correct date .
Kindly note that your Vumatel line at 9 Gowing Street, Hamberg will be released at midnight on 31/8/2022.
Your cancellation reference number is: VC-***.
Please kindly reply to this email, should you wish to retract your termination request. Please be advised that the cut-off date for a retraction is the 20th of the month in which your line will terminate. You might be billed a retraction fee, should you request a retraction after this date. This varies depending on your fibre provider & our cancellations team will advise whether the retraction can occur without a re-connection fee being billed.
Cancellation requests may not be retractable, depending on how far the order has progressed with the FNO. Your request will be reviewed & we will advise if the retraction can be actioned without paying a re-connection fee.
I cannot understand the level of customer service at Cool Ideas.
We gave the correct notice period for the line to be discontinued on 31 July 2022.
Why must I be billed for an additional month and I did not make use of Cool Ideas services.
This must be rectified immediately or I will approach ICASA to intervene.
We received the below correspondence from Nonhlanhla form Cool Ideas:
Nonhlanhla MosalaStaff - 04/07/2022 7:43 AM
Good day
Trust this email finds you well.
Kindly note that your Vumatel line at 9 Gowing Street, Hamberg will be released at midnight on 31/7/2022.
Your cancellation reference number is: VC-***.
Please kindly reply to this email, should you wish to retract your termination request. Please be advised that the cut-off date for a retraction is the 20th of the month in which your line will terminate. You might be billed a retraction fee, should you request a retraction after this date. This varies depending on your fibre provider & our cancellations team will advise whether the retraction can occur without a re-connection fee being billed.
Cancellation requests may not be retractable, depending on how far the order has progressed with the FNO. Your request will be reviewed & we will advise if the retraction can be actioned without paying a re-connection fee.
We have now received new correspondence from Nonhlanhla:
Nonhlanhla MosalaStaff - 27/08/2022 10:30 AM
Good day
Trust this email finds you well , correct date .
Kindly note that your Vumatel line at 9 Gowing Street, Hamberg will be released at midnight on 31/8/2022.
Your cancellation reference number is: VC-***.
Please kindly reply to this email, should you wish to retract your termination request. Please be advised that the cut-off date for a retraction is the 20th of the month in which your line will terminate. You might be billed a retraction fee, should you request a retraction after this date. This varies depending on your fibre provider & our cancellations team will advise whether the retraction can occur without a re-connection fee being billed.
Cancellation requests may not be retractable, depending on how far the order has progressed with the FNO. Your request will be reviewed & we will advise if the retraction can be actioned without paying a re-connection fee.
I cannot understand the level of customer service at Cool Ideas.
We gave the correct notice period for the line to be discontinued on 31 July 2022.
Why must I be billed for an additional month and I did not make use of Cool Ideas services.
This must be rectified immediately or I will approach ICASA to intervene.