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Hannes S

1 reviews | Active since Apr 2012

25 Sept 2024, 10:11

Charging me for No service, No support after a month of waiting to be connected

Good morning

Cool Ideas are quick to send mails to collect money, but have yet to answer me after a month as to why I don't have internet. They refer me to Vuma, Vuma refers me back to them. I kept getting annoying payment reminders and threats of service being suspended, when I never had any service to start with. I've asked that they cancel the invoice requests and only start billing me when the service has been activated, which still hasn't been done after a month. Instead, I received a mail now saying my service is now suspended for non-payment.

Cool Ideas #COOL-*** New Order Processing #COOL-*** Connected but no internet #COOL-*** Invoice payment reminders for a non existing service

Vuma Tickets ***/09/***54 19/09/***80 19/09/***07 25/09/2024

I've asked that someone Senior get involved as nobody seems to be escalating this, it's been going on for a month now, but it's been a waste of time and money trying to get any feedback. All I get back is that I must be patient. I've been patient for a month already.

As it stands at the moment, and has been for the past month, I cannot recommend Cool Ideas to anybody.

0
Replies (3)
Cool Ideas Service Provider
Cool Ideas Service Provider's reply25 Sept 2024, 16:05
Official
Good day Hannes, 
 
Thank you for bringing this to our attention. We're truly sorry for your experience thus far. We understand the frustration of being disconnected for extended periods and are committed to working on gaining your trust again. 
 
Regarding the suspension warnings, those are system-generated for any service with an "unpaid" invoice. However, our Billing team cancelled that invoice so you should no longer receive the notifications. 
 
We're pleased to acknowledge that your service is connected after you were assisted by Vumatel's technicians earlier today. Your patience and understanding mean the world to us and we look forward to serving you. 
 
Please feel free to contact us if you need any assistance, we're here to help. Thank you for choosing Cool Ideas. 
 
Warm Regards, 
Cool Ideas 
HS
Hannes S's update25 Sept 2024, 16:39
Reviewer Update
Thank you team

I dealt with the FNO directly and they sent a tech out immediately to resolve the matter.
Apparently provisioning never allocated a port for me.

The September invoice (which still had my old previous address) was cancelled, thanks.
I've already been advised that billing will start from today 25/09 since the service only went live today at 14:30.

Regards
Cool Ideas Service Provider
Cool Ideas Service Provider's reply26 Sept 2024, 08:02
Official
Hi Hannes,

Thanks for your feedback. We're glad that you are connected now. We see that our Billing Team has updated your address on the system so your next invoice should have the correct address.

Thank you again for bringing this to our attention and for your patience throughout the process. Thank you for choosing Cool Ideas.

Warm Regards,
Cool Ideas