1 reviews | Active since Jun 2016
Cool Ideas is double debiting my account and not allowing me to cancel.
Cool Ideas shouldn't even get a one star rating - they should get a negative rating!!
From December 2021, through to mid-May 2022, I was trying to get to the bottom of a problem that i was experiencing with my connectivity. The connection was dropping every two or three hours. We had to switch everything off and then on again to get connected again. Everybody i spoke to couldn't help with the issue.
By the time May came, I was so fed up with trying to resolve the technical issue, which was negatively affecting my work (I work from home), that I decided to cancel my services with Cool Ideas, after being a client of theirs for over a decade. I notified Cool Ideas of my wish to cancel my account with them.
I proceeded to send though 15 email from 27 May 2022, through to August 2022, notifying them that I would like my services cancelled. Nobody bothered to get back to me to confirm. I called Cool Ideas on numerous occasions to confirm cancellation and verbal cancellation was given. I sent an email to their billing department to let them know this.
At the end of July, not only was I billed again for my "cancelled" account, but I was double billed!! Why - nobody can tell me.
I called and spoke to their billing department, only to be told that they cannot refund me the amount I was double billed as I never notified them that I would like to cancel my account.
I have been on hold with the accounts department this entire week - trying to send them proof of my emails, but after being on hold for nearly 40 minutes (voice time that I paid for) for a second phone call - I was told that my emails have not come through.
I am at my wits end - I feel like Cool Ideas is *****ing my money and the company has trapped me into an agreement that I cannot cancel - no matter how hard I try.
Please can somebody help me!!
PS I subscribed to Supersonic in June 2022, and I have had BRILLIANT service from them. They sorted out the issue I was having - it was the router box that needed to be replaced by Vumatel. Their accounts department has also been exceptionally helpful!
Thank you for your feedback, and apologies for the inconvenience caused, and for your negative experience.
We rely on our Fibre Provider partners to assist with intermittency issues. Our Support Agents could not resolve those issues remotely, unfortunately. The Fibre Provider had to send technicians to the site to replace your fibre box (like your new ISP has done).
Please note that our Billing manager has investigated and found that the double billing was a system error. Our billing department will contact you in that regard (if they haven't already done so).
Your cancellation emails did not come through and cancellations have to be submitted in writing. Please advise which email address you sent your cancellation requests to. Our Connect department's team leaders are communicating with the Fibre Provider for the immediate release of your line.
Kind Regards,
Cool Ideas
*** | ***
Thank you for your feedback, and apologies for the inconvenience caused, and for your negative experience.
We rely on our Fibre Provider partners to assist with intermittency issues. Our Support Agents could not resolve those issues remotely, unfortunately. The Fibre Provider had to send technicians to the site to replace your fibre box (like your new ISP has done).
Please note that our Billing manager has investigated and found that the double billing was a system error. Our billing department will contact you in that regard (if they haven't already done so).
Your cancellation emails did not come through and cancellations have to be submitted in writing. Please advise which email address you sent your cancellation requests to. Our Connect department's team leaders are communicating with the Fibre Provider for the immediate release of your line.
Kind Regards,
Cool Ideas
*** | ***