BEWARE INCORRECT BILLING

When I first joined this was a fantastic ISP but over the past 2 years they have gone in the opposite direction constantly blaming others which is very unprofessional.

The latest issue just blew me away on how they handled this never ever has anything shocked me on such terrible customer service from the support team to the billing team.

Issue 1. I was not billed from the 1st of May 2021 and without warning I got cutoff on the 8th of July 2021. When I logged the ticket #COOL-*** they said it was suspended. So since I never received a reply after that where they stated they had moved it to another department. So after I heard nothing I decided to look at Services on their portal and found that the Service Status was "Terminated" to my understanding this means "The End" and so does google. I then decided to move to a different platform as I accepted that there would be no point of return to get my fibre line back so I went with a 5G option. 19 days later I get a call stating they made a mistake and the billing was terminated and not the line, I wont accept this as if the status of a product says terminated in their own portal well that means we are done. Anyway they have since reactivated my line and now expect me to pay ftom 1st May 2021-31July 2021 and for me to do a calender month cancellation.

I am more that happy to pay for the usage which I used from the 1st of May 2021 up until they cut me off on the 8th of July 2021. I wont pay for the rest of July 2021 as they forced me to go with another means of internet connection and I have already paid for this month. Also I am prepared to do the 1 month cancellation and pay for that too as long as during this period I have internet connection.

Issue 2. They then told me that I requested for my service to be upgraded on the 28th of march 2018 but they responded with "Good day George, We have requested your line upgrade with SADV. Once we have confirmation of the upgrade we willbe in touch"

And then it was closed on the 09/06/20196:43 AM nearly 9 months later with confirmation that have upgraded it. Throughout being with cool ideas I have never noticed that I had an increase in line speed and I used to perform test every now again and it never went beyond that speed that I was paying for. I have also asked cool ideas to prove to me that this service was a 50/50 line but they can only provide me with my original request no further information. Now they have issued me with back paying invoices that I need to pay R9900. After telling the billing person that they better ensure they dont upgrade the line the next day it is upgraded.

Honestly what the hell