SD
Stephen D
1 reviews | Active since Apr 2014
11 May 2021, 11:29
AVOID Cool Ideas - double billing and terrible service
Fool me once, shame on you. Fool me twice, shame on me.
Avoid these guys. Their service is atrocious. They double bill and they don't understand their customers needs. When connecting with them, you have to go through a very lengthy sign up service with FICA etc. You are passed through at least 5 different service agents and technicians. All done via email. Nobody calls to help or clarify despite instructing them to call. It is a mess!
Secondly, if you change addresses, you have to go through the whole FICA process AGAIN! The process takes anywhere from 1-2 weeks just to get re-connected. Then, they double bill you for a full month for services not used at previous address??... even though you are staying with them as an ISP... all under the guise of "one calendar month notice... despite me communicating this being unacceptable prior to me staying with them?? I am done with them. Useless company. Such a pity.
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Replies (5)0
Replies (5)SD
Stephen D's updateReviewer Update
11 May 2021, 12:28What Cool Ideas does not understand about good customer service:
Double billing customers is simply unacceptable.
When customers are renting places and then move, customers want their accounts simply transferred, not cancelled and then re-activated. Additionally, customers will not have proof of address at new residence. Going through FICA again is a serious pain!
One calendar month notice at previous place, especially if showing loyalty and staying with same ISP at new place, is simply absurd because very few people have more than a calendar months notice for new location.
Taking more than a week to get connected is waaaaay too long... especially for people who work from home.
Communication with your accounts/technicians/billing via email is also a serious pain and a recipe for miscommunication and delays. Pick up the phone and call your customers to get some action.
Again.... double billing for loyal clients is simply unacceptable!!
Double billing customers is simply unacceptable.
When customers are renting places and then move, customers want their accounts simply transferred, not cancelled and then re-activated. Additionally, customers will not have proof of address at new residence. Going through FICA again is a serious pain!
One calendar month notice at previous place, especially if showing loyalty and staying with same ISP at new place, is simply absurd because very few people have more than a calendar months notice for new location.
Taking more than a week to get connected is waaaaay too long... especially for people who work from home.
Communication with your accounts/technicians/billing via email is also a serious pain and a recipe for miscommunication and delays. Pick up the phone and call your customers to get some action.
Again.... double billing for loyal clients is simply unacceptable!!
SD
Stephen D's update11 May 2021, 12:28
Reviewer Update
What Cool Ideas does not understand about good customer service:
Double billing customers is simply unacceptable.
When customers are renting places and then move, customers want their accounts simply transferred, not cancelled and then re-activated. Additionally, customers will not have proof of address at new residence. Going through FICA again is a serious pain!
One calendar month notice at previous place, especially if showing loyalty and staying with same ISP at new place, is simply absurd because very few people have more than a calendar months notice for new location.
Taking more than a week to get connected is waaaaay too long... especially for people who work from home.
Communication with your accounts/technicians/billing via email is also a serious pain and a recipe for miscommunication and delays. Pick up the phone and call your customers to get some action.
Again.... double billing for loyal clients is simply unacceptable!!
Double billing customers is simply unacceptable.
When customers are renting places and then move, customers want their accounts simply transferred, not cancelled and then re-activated. Additionally, customers will not have proof of address at new residence. Going through FICA again is a serious pain!
One calendar month notice at previous place, especially if showing loyalty and staying with same ISP at new place, is simply absurd because very few people have more than a calendar months notice for new location.
Taking more than a week to get connected is waaaaay too long... especially for people who work from home.
Communication with your accounts/technicians/billing via email is also a serious pain and a recipe for miscommunication and delays. Pick up the phone and call your customers to get some action.
Again.... double billing for loyal clients is simply unacceptable!!
SD
Stephen D's updateReviewer Update
12 May 2021, 10:13So, the Cool Ideas Bad Customer Service continues... once again justifying my decision to cancel my service with them. Once I cancelled service with them they charged me an addition “calendar months notice” fee plus a R1007 connection fee. That is now 3 unnecessary charges...R929 + R759 + R1007... I **** you not! Laughable is an understatement. All this after showing them loyalty as a customer by deciding to continue with them at new location.
Don’t do it guys... avoid Cool Ideas at all costs! Much better ISP’s who provide good service.
Don’t do it guys... avoid Cool Ideas at all costs! Much better ISP’s who provide good service.
SD
Stephen D's update12 May 2021, 10:13
Reviewer Update
So, the Cool Ideas Bad Customer Service continues... once again justifying my decision to cancel my service with them. Once I cancelled service with them they charged me an addition “calendar months notice” fee plus a R1007 connection fee. That is now 3 unnecessary charges...R929 + R759 + R1007... I **** you not! Laughable is an understatement. All this after showing them loyalty as a customer by deciding to continue with them at new location.
Don’t do it guys... avoid Cool Ideas at all costs! Much better ISP’s who provide good service.
Don’t do it guys... avoid Cool Ideas at all costs! Much better ISP’s who provide good service.
Cool Ideas Service Provider's replyOfficial
12 May 2021, 11:55Good day Stephen
We are sorry to hear of this frustration
Upon investigating we see that the reason you are frustrated is due to our cancellation terms to which you dont agree. when we had someone reach out you refused to engage with our representative and stated you only wish to give a negative review and cancel.
our cancellation terms are stated within our T's and C's and are due to the terms we have with the Fibre Network Operators to ensure both you and us as the ISP dont get billled unnecessarily. our team are happy to explain this more indepth if you allow us the time to do so.
Kindly email complaints @ cool ideas .co.za and we will be have a manager reach out
The Cool Team
We are sorry to hear of this frustration
Upon investigating we see that the reason you are frustrated is due to our cancellation terms to which you dont agree. when we had someone reach out you refused to engage with our representative and stated you only wish to give a negative review and cancel.
our cancellation terms are stated within our T's and C's and are due to the terms we have with the Fibre Network Operators to ensure both you and us as the ISP dont get billled unnecessarily. our team are happy to explain this more indepth if you allow us the time to do so.
Kindly email complaints @ cool ideas .co.za and we will be have a manager reach out
The Cool Team
Cool Ideas Service Provider's reply12 May 2021, 11:55
Official
Good day Stephen
We are sorry to hear of this frustration
Upon investigating we see that the reason you are frustrated is due to our cancellation terms to which you dont agree. when we had someone reach out you refused to engage with our representative and stated you only wish to give a negative review and cancel.
our cancellation terms are stated within our T's and C's and are due to the terms we have with the Fibre Network Operators to ensure both you and us as the ISP dont get billled unnecessarily. our team are happy to explain this more indepth if you allow us the time to do so.
Kindly email complaints @ cool ideas .co.za and we will be have a manager reach out
The Cool Team
We are sorry to hear of this frustration
Upon investigating we see that the reason you are frustrated is due to our cancellation terms to which you dont agree. when we had someone reach out you refused to engage with our representative and stated you only wish to give a negative review and cancel.
our cancellation terms are stated within our T's and C's and are due to the terms we have with the Fibre Network Operators to ensure both you and us as the ISP dont get billled unnecessarily. our team are happy to explain this more indepth if you allow us the time to do so.
Kindly email complaints @ cool ideas .co.za and we will be have a manager reach out
The Cool Team
SD
Stephen D's updateReviewer Update
01 Jul 2021, 15:50Dear Cool Ideas... such a misleading response. Your terms are part of the issue. Additionally, you now claiming that I owe you an amount which is not accurate?? Either your billing is not up to speed, or this was AGAIN out of spite.
Ladies & gents out there. Trust me... don't get sucked into going with Cool Ideas. Inefficient service, ineffective resolve, incorrect billing/overcharging (seemingly out of spite).
In summary... One of my worst customer service experiences I have been a part of.
Ladies & gents out there. Trust me... don't get sucked into going with Cool Ideas. Inefficient service, ineffective resolve, incorrect billing/overcharging (seemingly out of spite).
In summary... One of my worst customer service experiences I have been a part of.
SD
Stephen D's update01 Jul 2021, 15:50
Reviewer Update
Dear Cool Ideas... such a misleading response. Your terms are part of the issue. Additionally, you now claiming that I owe you an amount which is not accurate?? Either your billing is not up to speed, or this was AGAIN out of spite.
Ladies & gents out there. Trust me... don't get sucked into going with Cool Ideas. Inefficient service, ineffective resolve, incorrect billing/overcharging (seemingly out of spite).
In summary... One of my worst customer service experiences I have been a part of.
Ladies & gents out there. Trust me... don't get sucked into going with Cool Ideas. Inefficient service, ineffective resolve, incorrect billing/overcharging (seemingly out of spite).
In summary... One of my worst customer service experiences I have been a part of.
Cool Ideas Service Provider's replyOfficial
02 Jul 2021, 10:14HI Stephen
We have attempted to assist you as previously mentioned.
kindly engage with our billing team or send a complaint to complaints @ cool ideas .co .za so we can resolve this matter ammicably
The cool team
We have attempted to assist you as previously mentioned.
kindly engage with our billing team or send a complaint to complaints @ cool ideas .co .za so we can resolve this matter ammicably
The cool team
Cool Ideas Service Provider's reply02 Jul 2021, 10:14
Official
HI Stephen
We have attempted to assist you as previously mentioned.
kindly engage with our billing team or send a complaint to complaints @ cool ideas .co .za so we can resolve this matter ammicably
The cool team
We have attempted to assist you as previously mentioned.
kindly engage with our billing team or send a complaint to complaints @ cool ideas .co .za so we can resolve this matter ammicably
The cool team