Cool Ideas don't care about you.

I would like to take a moment to express my complete disappointment and dissatisfaction with the service and business ethic of Cool Ideas Internet service provider. We have been with them since 2020, where we took out a package for a 10/05 line at R499. This is what our family could afford and what we were happy to go with. Barely a month after joining them, they increased our monthly rate to R599 and we just had to accept that. NOT COOL! They have continuously upped our line over the past 3 years at no charge to us, because this is what Telkom was offering on our line at the price we were paying. So until 31st March 2023, we were receiving a 25/25 line at R599/month and this was perfectly sufficient for our needs and what we could afford. I paid the R599 owing for April on the 27th March (ahead of time), and on the 1st of April I then received an invoice stating that I still owe R93 to them as my package has now been upgraded to a 40/40 line at R692/month. This was apparently communicated via an email sent on 1st March. Hmm, I don't recall seeing any such email, so I check my emails and there is nothing there, and then I find it in my spam folder, and it looks more like an advert then formal communication about a line and price increase. Who actually reads those? I also check their social media accounts and there is no mention of it there either. So they have taken it upon themselves to upgrade our package and increase the price, with their communication that this will be happening, sent as one little "advert" sent to my spam folder a month ago. That is pretty shady business ethic if you ask me. How about a phone call and maybe a written or verbal acceptance from us that this is ok to do so? Nope. Not their problem, but mine now. R93 may not be a lot for some, but for my family, this now means that I would literally need to replace something else for this amount. What should I choose, food, school fees, rent? Maybe I should let them decide, seeing as though they are apparently quite entitled to making financial decisions for me... Not to mention that for our family, it's same day money in, same day money out, and that day was the 27th March for us. So after paying all of our bills, which also included the R599 payment to them for the Month of April, there literally is no R93 extra to now pay them while we sort this mess out. In a panic, I then go and check on THEIR website, what I could possibly downgrade to, I type in my exact address into their coverage finder and low and behold, they would offer me a 50/50 line at R599! What the? They could also offer me a 20/20 line at R499, but no as an existing customer I must just accept an unortharized upgrade and deal with it or have my line cut, even though I've already paid the R599, that to my knowledge, was owing for my service for the month of April. So now, I'll have to somehow come up with the extra money, or no doubt have my line cut in the next few days, because they don't care that we have already paid R599, which is already a lot of money for our family to fork out every month, just so my children, who are currently on school holidays, can still have access to the internet. Cool Ideas should be ashamed of themselves. I'll be canceling my service with them today as this debacle lead me to investigate what other service providers are charging, and I now realize I am being positively fleeced by Cool Ideas. I'll be getting a 40/40 line for R395 from a company that I always hear suggested when people ask who to go with for fiber. Goodbye Cool Ideas, it hasn't been a good experience with you at all. Not sure where you get your No 1 ISP votes from because there are nothing but complaints about your service all over your social media's.